Complaints Policy Statement
One Family is committed to taking seriously any complaint that concerned individuals have about the organisation as a whole. It believes that if an individual wishes to make a complaint or register a concern they should find it easy to do so. One Family welcomes complaints and looks upon them as an opportunity to learn, adapt, improve and provide better our services.
What is a Complaints Policy?
A Complaints Policy outlines how a complainant can make a complaint about any aspect of an Organisation. The Complaints Policy ensures that all complaints are handled fairly, consistently, and wherever possible resolved to the complainant’s satisfaction.
Who can make a complaint?
Anyone who is a service user of One Family.
An advocate may complain on the service user’s behalf provided they have the service user’s written consent.
A parent / guardian may complain on behalf of a child/young person who is a service user.
Any member of the local community, the community of one-parent families and professionals working with them.
Anyone who is an organisational member of One Family or who engages with us on social media, policy work etc.
Any external stakeholder (funders, external agencies, etc.).
A concerned individual can complain about any aspect of the service that has impacted on them or the organisation they represent in a way that they perceive to be negative.
How do I make a complaint?
- All complaints should be made to the Service Manager whereby the complaint lies.
- The Service Manager will bring the complaint to the attention of the CEO, Ms Karen Kiernan. However, the Service Manager will implement the Complaints Policy firstly to resolve the complaint at hand and reduce escalation of the issue.
- If the complaint is about the Service Manager, then the complaint will be dealt with by another Service Manager or the CEO, whichever is deemed more appropriate at the time.
- If the complaint is against the CEO, the complaint should be made to the Chairperson of the Board on chair@onefamily.ie
- Complaints can be made in writing, via email, post or through our MS Form
What will happen after I make a complaint?
An investigation will take place, involving all parties concerned. This will involve the person handling the complaint speaking directly to anyone involved in the complaint.
The purpose of the investigation will be to establish all relevant facts in relation to the complaint and to identify recommendations and/or ameliorative actions if appropriate. If the complainant’s proposed outcome is not judged satisfactory by the organisation, the complainant will be provided with a written rationale for the decision. These will be recorded on the Complaint Record Form.
The Guiding Principles – How One Family Processes Complaints
- We aim to respond to and then resolve all complaints within an appropriate timescale.
- One Family believes that most complaints, if dealt with early, openly and honestly, can be sorted out at a local level between just the complainant and the organisation.
- We will consult with the complainants about what they would like to happen about their complaint.
- We are conscious that all parties should have appropriate support throughout the process.
- We will follow the principles of natural justice when carrying out the investigation and communicating with all parties involved.
Can I withdraw my complaint?
Complainants may wish to withdraw their complaint at any time. However, One Family may need to continue an investigation if the complaint is deemed significant enough and depending on the grounds for withdrawal.
Can I make an anonymous complaint?
In the event that an anonymous complaint is received, One Family will note the issues raised and, where necessary try and resolve them appropriately. An anonymous complaint may still be referred for investigation.
If the complaint involves a child/young person, it will be investigated and handled in a confidential manner according to the One Family Child Protection Policy which aligns with the Children First National Guidance for the Protection and Welfare of Children 2017.
Where are Complaints saved:
One Family retain all complaints in the Complaints Register – both verbal and informal complaints.
Complaints Records Forms are stored centrally by the investigator (CEO, Service Manager)
Written records will be maintained in relation to all complaints and all actions in relation to them according to data protection guidelines.
One Family submit an overview of all complaints annually to our Board of Directors.
One Family is obliged to report complaints in relation to HSE SHCPP funded services to them biannually.
If you have any further questions in relation to One Family’s Complaints Policy which you feel have not been answered here, please contact Karen Kiernan, CEO, One Family by email – kkiernan@onefamily.ie.