ABC4D is committed to providing an accessible, equitable and effective means for clients to express their views about the services it provides or services it is responsible for commissioning. If a person is unhappy about any matter of the company’s functions they are entitled to make a complaint, have it considered, and receive a response (acknowledgment within 3 working days). It aims to provide a complaints process which has easy access and is supportive and open which results in a speedy, fair and, where possible, local resolution. The purpose of local resolution is to provide an opportunity for the complainant and the company to attempt a prompt and fair resolution of the complaint and to provide the opportunity to put things right for complainants as well as improving services.
What is a complaint?
A complaint usually relates to either a concern or dissatisfaction about a service the company commissions.
Concerns may be expressed about:
Something which is against the choice or wishes of a client
The way treatment, service or care has been provided to a client
Discrimination against a client
How a service has been managed
Lack of a particular service
The attitude or other behaviour of staff
How to make a complaint
If you wish to make a complaint regarding ABC4D staff or services please send an email to firstname.lastname@example.org in the first instance. The company will aim to acknowledge receipt of your complaint with 3 working days.
If an allegation or suspicion of any of the areas below is received regarding Company’s functions. It should immediately be reported to the Accountable Officer and investigated as a formal complaint or referred to the appropriate agency e.g. Police if a possible criminal offence has been committed or Regulatory bodies. You can also forward your complaint to Healthcare Improvement Scotland, Gyle Square, 1 South Gyle Crescent, Edinburgh, EH12 9EB, tel (0131) 623 4342 email@example.com
Physical abuse Sexual abuse
As soon as reasonably practicable after completing the investigation, the company will send a formal response in writing to the complainant.
The response will also:
- offer an explanation of how the complaint has been investigated,
- address the concerns expressed by the complainant and show that each element has been fully and fairly investigated,
- report the conclusion reached including any matters where it is considered remedial action is needed,
- include an apology where things have gone wrong,
- report the action taken or proposed to prevent recurrence