Policies :: Complaints Procedure
Statement
We aim to provide service of a standard acceptable to all our users. If we fail to do this we want to know about it. This will enable us to not only deal with a specific problem, but also avoid it happening again. Our Complaints Procedure sets out how to complain if you feel unhappy with the standard of service you have received from us.
Introduction
This policy sets out the procedure we will follow if we receive a complaint from users of the service, an organisation or member of the public. It does not address complaints made by staff or volunteers (dealt with through grievance and disciplinary procedures) nor job applicants (recruitment procedure).This procedure is meant to provide a means to resolve a dispute between UNISEX and any complainant. It requires staff and management at every stage to resolve the complaint.
The Procedure
When someone wishes to register a complaint, the following procedure is adopted. Where the complaint is against the UNISEX Manager, the same procedure will be followed, but with the General Manager of USSU substituting for the UNISEX Manager's role at all stages. Where the issue involves a breach of confidentiality, the role of UNISEX Manager is to be substituted by an independent advocate chosen by the user. UNISEX can suggest potential advocates if the complainant has no-one they can turn to. This is to ensure that any future complaints or investigations arising from a breach in confidentiality can be carried out in an independent manner.
Stage 1
The complainant should put their complaint in writing to the UNISEX Manager, marked 'Private and Confidential’, providing as much detail of the complaint as possible. If the complainant is not able to put their complaint in writing the complainant will be offered an interview with the UNISEX Manager or their nominee. The role of the UNISEX Manager or nominee at this meeting will be confined to putting the complaint in writing, obtaining the complainants approval of this, and asking the complainant to sign to indicate they agree with the contents. The complainant may choose to work with a third party at this stage and throughout the process UNISEX can suggest potential advocates if the complainant has no one they can turn to. The UNISEX Manager will then investigate the complaint and attempt to resolve it. The UNISEX Manager may delegate any aspect of the investigation to a nominee.
If the complaint involves a member(s) of staff the Unisex Manager will offer the opportunity for the member of staff to put forward their account, either by written statement or by oral presentation. The UNISEX Manager will ensure that all complainants receive a response in writing within 10 working days of the letter/complainant notes being received. This letter will summarise what investigation has been carried out and what action, if any, is proposed to resolve the matter. A copy of this letter will be attached to the Complainant's original complaint. If a response by letter is unsuitable, the complainant will be offered an interview with the UNISEX Manager to provide the response verbally. This meeting should be held within 10 working days as before. A written record of this interview will be kept and signed by the complainant. If the complainant is not satisfied at this stage they should ask for the matter to be dealt with under Stage 2 of the Complaints Procedure.
Stage 2
Where the matter is not resolved by Stage 1, the UNISEX Manager will immediately refer the complaint to the General Manager who with two members of the full-time University of Sussex Student Union sabbatical team elected by the General Manager will form a complaints panel who will have access to all written information concerning the complaint.
The complainant will be informed by the General Manager who is to sit on the panel and also that they will be contacting the member(s) of staff against whom the complaint is made. The panel will review the decision made at Stage 1 and may seek further clarification from any of the parties involved. The Complaint Panel will notify the complainant of its reason and decision within 15 working days of having received the complaint from the UNISEX Manager. The Panel decision is final. The General Manager is responsible for ensuring records of the meeting are kept and Monitoring is completed.
Stage 3
The complainant will be notified that if they remain unhappy with the decision of the Complaints Panel, the complainant can be passed to the Head of Personnel for arbitration. Arbitration will be confined to the following:· establishing the Complaints Procedure has been followed correctly; ensuring that the complaint has been dealt with objectively and fairly.
Recording and Monitoring Complaints
All complaints will be recorded and kept on file, including those, which were resolved without being put in writing. Monitoring records will be used to do this. All complaints shall be treated with regard to the Confidentiality Policy. The UNISEX Manager will report complaints to the General Manager summarising the natures of complaints received and how they were resolved. If procedures have been correctly adhered to, yet the complaint is still unhappy with the decision, they should then seek advice from a suitable person in an organisation from outside of the University of Sussex.
Publicising the Procedure
The UNISEX Manager is responsible for ensuring that a copy of this Complaints Procedure is available on request, and that it be displayed on the UNISEX and Student Advice centre web site.
Ensuring the Effectiveness of the Procedure
All members of staff and volunteers of UNISEX will be made aware of the Complaints Procedure. The procedure will be continuously reviewed and any amendments made on an annual basis.
