No one likes to talk about complaints, but they do happen, and it’s crucial to handle them properly. If you’re juggling dual roles as the Registered Service Manager (RSM) and Nominated Individual (NI) in your service, managing complaints can be even more challenging. So, who steps in when complaints, or grievances arise?
Best practices in complaint management suggest having a separate individual oversee the appeal process. Additionally, it's essential to clearly outline in your policies whom people should contact if they have complaints about the RSM, NI, or Director, particularly when these roles are filled by the same person. This approach ensures transparency and accountability, fostering trust within your organisation.
At our service, we provide unbiased and impartial complaint and grievance management that aligns with the timescales specified in your complaints policy. Our dedicated team will conduct thorough investigations, review the measures already taken to resolve the issue, and work diligently to find solutions that satisfy all parties involved. Moreover, we offer the capability to handle appeals for complaints initially managed internally, ensuring a fair and comprehensive review process.
By partnering with us, you can be confident that complaints are managed professionally and effectively, allowing you to focus on delivering quality service without the added stress of handling disputes.