Complaints and Compliments

Following Care Inspectorate, our regulated body guidance, Skoolz Out Out takes complaints very seriously and is committed to handling them in a professional way.

Our complaints handling procedure follows these principles.

  • Puts the complainant at the heart of our complaint handling process.
  • Listens to, respects and treats complainants with dignity.
  • Ensures complainants feel supported in bringing a complaint to us.
  • Observes complainant confidentiality where appropriate.
  • Tries to resolve complaints as close to the point of complaint as possible.
  • Where timescales cannot be met for good reason, we will keep complainants informed of those reasons and give a revised date.
  • Investigations, outcomes and actions will be consistent from one complaint to another whilst being flexible in considering the needs of the individual complainant

Complaints Procedure:

The manager will

  • Acknowledge receipt of the letter within 7 days.
  • Investigate the matter and notify the complainant of the outcome within 28 days.
  • Send a full response in writing, to all relevant parties, including details of any recommended changes to be made to the Service’s practices or policies as a result of the complaint.
  • Meet relevant parties to discuss the Service’s response to the complaint, either together or on an individual basis.

 

 

 

If child protection issues are raised, the manager will refer the situation to the Service’s Child Protection Officer, who will then follow the procedures of the Safeguarding Children Policy. Police may be contacted.

You can make a complaint informally or formally by filling out a complaint form. If you are not satisfied by action taken you can contact the Care Inspectorate by: