Complaints and Grievance Procedures

A complaint is usually something that a service user (such as a child, young person or parent/carer) brings to the attention of the organisation. Complaints can be about any aspect of the organisation’s work and/or the actions of individual workers. See encouraging children and young people to have their say for further information on the important issue of encouraging children and young people to be involved in decisions which affect them.

A grievance is usually where a worker considers that the organisation has not honoured the terms and conditions of his/her contract (if an employee) or their volunteer agreement (if an unpaid worker).

However, the steps involved in managing a complaint or grievance are essentially the same. Therefore, where a service user makes a complaint, or a paid worker or volunteer voices a grievance, it is important that this individual:

• knows who in the organisation will be managing their concern.

• understands their right to make their complaint/grievance either verbally or in writing.

• understands that their complaint/grievance will be taken seriously and investigated within the stated timescale.

• is given feedback on the outcomes of the investigation into their complaint/grievance;

• understands that their complaint/grievance will be treated in confidence unless it indicates that a child/young person is at risk of harm or abuse from either an individual in or outwith the organisation.

• understands their right to be supported by a fellow worker, advocate, befriender, translator and/or interpreter.

• understands their right of appeal if dissatisfied with the outcome of the investigation and/or the management of their complaint/grievance by the organisation.

It is also important that workers who are the subject of a complaint understand their right to respond to such a complaint.