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Our complaints procedure

We are committed to providing people who use and commission our services with the best possible service.

However we recognise that there may be times when that service falls short of the quality expected. If you have had a poor experience of any of our services we would like to hear about it. Contact us here.

Any complaint needs to be made within twelve months of the case closure.

If you want to make a complaint about our service we will ensure:

  1. Your complaint is thoroughly investigated.
  2. You are fully supported throughout the complaints procedure.

In the interests of impartiality the investigation will be conducted by a seAp manager of one of our services not connected with your complaint, or by our Chief Executive. You can choose to be represented by an advocate if you wish.

Our complaints process

An informal discussion will be offered between you and the manager of the Advocate concerned.  Details of the complaint will be clarified and resolutions explored.

Stage 1 (if not resolved informally)

If you remain dissatisfied with the informal response, the Team Manager will investigate the circumstances of the complaint and you will receive a response within 3 weeks, detailing the outcome of the complaint received and any actions identified. 

Stage 2  (if not resolved at stage 1)

If you remain dissatisfied with the Stage 1 response, you may request a Stage 2 investigation within one month.  Under Stage 2, the complaint will be escalated to a senior manager.  The senior manager will respond in writing within 3 weeks, detailing the outcome of their investigation and any actions identified.

Stage 3  (if not resolved at stage 2)

If you remain dissatisfied, you can request that your complaint be considered under Stage 3 of the complaints procedure. This request should be made within 1 month of the Stage 2 response and should outline which aspects of the response you are unhappy with and why.  The CEO or a member of seAp’s Board of Trustees will review the circumstances of the complaint and the responses to Stage 1 and 2 and will respond to you in writing within 3 weeks, detailing the outcome of their investigation and any actions identified.

Stage 4  (if not resolved at stage 3)

Where the complaint relates to a Local Authority commissioned service, you may at any stage refer your complaint to your local Council.  If you remain dissatisfied with the Council’s response, you may contact the Local Government & Social Care Ombudsman (LGO) and ask for it to be reviewed.  www.lgo.org.uk

 Download our Complaints information leaflet by clicking here: 

Complaints Leaflet