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Complaints and representations procedure for Carers

All carers have the right to complain or make representation about any matter related to the scheme.

All staff have a responsibility to promote the understanding of how to make a complaint or representation, the meaning of such actions and the importance of making such actions.

Complaints or representations can be made to the Shared Lives Scheme Worker, who should note in writing and inform the Manager who will respond speedily.  A complaint can also be made directly to the Manager.

Complaints or representations can be made in writing or verbally.

The Manager will take the necessary action to resolve problems/issues where possible.  All complaints will be dealt with in a sensitive and caring manner.  Confidentiality will be respected.

Should you still feel the matter has not been resolved to your satisfaction after discussion with the Manager of the Centre and, if required, Guideposts Trust’s General Manager, you have the right to take your complaint to the Trustees of Guideposts Trust who would convene a small Complaints Panel consisting of: two Trustees, the Director of Guideposts Trust and an independent person nominated bu the Trustees.  One of the Trustees would chair the complaints procedure.  The decision of this panel would be final.

Paul McManus-Wood                   

SL Scheme Manager                 

Guideposts Trust   

82a High Street            

Ware      

SG12 9AT

Tel: (01920) 484946  

Amy Howarth

SL Scheme Manager

Guideposts Trust

Unit 14, Diss Business Centre

Dark Lane, Diss

IP21 4HD

Tel: (01379) 644423