Supporting Communities endeavours to deliver high-quality, independent, and professional support to the communities we engage with.  We are committed to providing excellent service and invite feedback from service users to support continuous improvement.

Supporting Communities will address complaints promptly and effectively, including by reviewing policies and procedures to prevent recurrence.

Complaints Procedure

If you are unhappy with any aspect of our service, we suggest that you first contact the member of staff concerned to see whether the problem can be resolved informally to your satisfaction. If you feel it’s necessary, you can also address the matter with the relevant member of the Senior Management Team.

If you are not happy with the response received, or if you do not know which member of staff to contact, please follow the steps outlined below:

  1. A letter containing full details of your complaint should be sent and addressed to the Head of Finance and Governance, marked “Private and Confidential – Complaint.” Your letter will be acknowledged within five working days.
    If the complaint relates to the Chief Executive, the letter will be referred to the Governance, Remuneration and Disciplinary Sub Committee, which will investigate it.

  2. The Head of Finance and Governance will record the complaint in the ‘Complaints Register’ and forward it for investigation by the relevant Line Manager.

  3. The Head of Finance and Governance will respond to any action necessary as a result of your complaint within 15 working days (on occasion, additional response time may be necessary).

  4. The Head of Finance and Governance will check that the Complainant is satisfied that they have been listened to and the process has been followed rigorously and objectively.

  5. The Head of Finance and Governance will advise that should you remain dissatisfied, you may, at your request, have your complaint referred to a Complaints Panel, which will consist of either the Chair or Vice-Chair of the Supporting Communities Board.

  6. You will be advised of the date of the Complaints Panel meeting, which you may attend if you wish, and you may be accompanied if you wish for personal support.

  7. You will be notified of the Complaints Panel’s decision within one week of the meeting.

  8. Persistent complaints which are deemed unreasonable will not be investigated.

If you make a complaint, you can be assured:

  • Your complaint will be taken seriously, dealt with promptly, and handled in accordance with SC internal procedures.

  • You will be treated fairly and with respect.

  • The details of your complaint will be handled sensitively and shared only with those who need to be involved, in accordance with data protection requirements.

  • Your complaint will be filed securely and reviewed after one year to identify any trends that indicate the need for further action. It will be destroyed after that.

  • We will apologise for any mistakes made and aim to put matters right as soon as possible.

  • Supporting Communities will use what is learnt from your complaint to improve the service provided.