From time to time, service users may wish to complain about the service they receive or appeal against a decision that has been reached which affects them. LEAP is committed to providing a high quality of service to all users of its services. This includes providing mechanisms for service users to raise concerns and resolve problems should they arise.
LEAP believes that all service users should be informed of the organisation's complaints and appeals procedures.
The procedure should aim to bring the dispute to a speedy and amicable resolution and be dealt with as close to the source of the problem as possible. LEAP's complaints and appeals procedure aims to promote conciliation, rather than confrontation, wherever possible.
Most complaints and appeals can be dealt with informally by support workers and team leaders. However, service users must be informed of their right to make a formal complaint/appeal if they are not satisfied with the way an issue has been addressed.
Service users should feel confident that any staff member informed of an issue will be approachable, be able to decide on an appropriate course of action and will follow it through. All staff must be seen to act consistently and objectively in addressing any complaint/appeal.
At times, neighbours or other agencies may also complain about a matter relating to the provision of a LEAP’s service.