Compliments & Complaints
Home-Start Kernow aims to provide a high-quality, responsive service. We welcome every opportunity to monitor and improve the services we provide and having a ‘complaints and compliments’ policy and a clear procedure for resolving complaints is one way of doing this.
This policy covers complaints and compliments relating to the service provided by Home-Start Kernow.
Complimenting our service
Compliments are valuable, welcome and important and when they are received, either verbally or in writing, they will be recorded.
Compliments enable us to:
- provide positive feedback to our staff
- inform our quality assurance programme
- It is good practice to acknowledge any compliments received
- influence our organisational and service development
Complaining about our service
We hope that the majority of complaints can be resolved informally by speaking directly to the person or persons involved. If, however, this does not prove possible our Compliments & Complaints policy is available to support complainants.
We define a complaint as a situation or instance where either an individual or organisation considers that Home-Start Kernow has fallen short of their reasonable expectations and wishes to express dissatisfaction.
We do recognise that there will be times when we make mistakes and/or get things wrong. In order to learn from such mistakes the Board of Trustees needs to know about these mistakes and encourage people to comment or complain.
Such comments or complaints will always be taken seriously, recorded or responded to as set out in the procedure which forms part of this policy. We recognise that we can learn from our mistakes and improve our service from the learning we capture in the process.