Complaints Policy

Complaints Policy and Procedure

Asian Single Parents Network CIC strives to be excellent at everything that it does but we understand this may not always be the case. If you feel that we have made a mistake or have a complaint about our organisation then please inform us. We take complaints very seriously and we will do our best to put things right, using all complaints as opportunities for improvement.

Complaints Policy

  • A complaint can be made by any individual or organisation who wishes to report dissatisfaction about the standards of service, actions or the lack of action by Asian Single Parents Network CIC or anybody directly involved in the delivery of our work.
  • We aim to resolve complaints within 14 days but if this is not possible then we will update the complainant and explain any delay.
  • The complaint will be investigated fully and impartially, within a reasonable timescale.
  • We will log and monitor all complaints and investigation outcomes. This information will be used to develop our organisation and the way we provide services.
  • Complainants who have made a complaint and are unsatisfied with the response of Asian Single Parents Network CIC have the right to appeal. The instructions on how to appeal are outlined in the Complaints Procedure.
  • We will treat all complaints politely and with respect. In return, we expect those who make a complaint to communicate in an appropriate way.
  • All complaints will be handled in a discreet and confidential manner to protect the privacy of the complainant and any individuals involved.

How to complain

Please make your complaint by emailing Aruna on [email protected]

To ensure we have the necessary information to conduct an investigation, please include:

  • Exactly what the problem is and how it occurred, giving as much detail as possible
  • How the problem has affected you
  • What you think we should do to put things right

Complaints Procedure

  1. Complaint – Once we receive your complaint, we will record it and identify the issues that need to be investigated.
  2. Investigation – We will conduct a thorough and impartial investigation of the complaint within 14 working days of acknowledgment but if it will take longer then we will let you know.  Once the investigation is concluded, we will share the outcome with you.
  3. Appeal – If you are dissatisfied with the outcome of the investigation then you can send us an email of appeal to [email protected]. This appeal must be sent within 14 working days from the email notifying you of the investigation outcome. The appeal will be reviewed and will be taken to the board. If the board considers that the initial investigation was insufficient then we will conduct further investigations.

When we may not respond to a complaint

  • There’s no direct connection – When the complaint is not directly connected to Asian Single Parents Network CIC then we may not respond, although we will do our best to offer any support.
  • You decide to stay anonymous – If the complaint has been made anonymously and we are unable to respond. Please rest assured that the complaint will still be thoroughly investigated and we will use the information to develop.
  • Abuse – We will not respond if the complaint is abusive, prejudiced or offensive.
  • We’ve already responded – We will not respond if you decide to raise the same complaint again when we’ve already investigated the problem and provided a response. If you are unhappy with our decision, please send us an email of appeal as outlined in the Complaints Procedure.

Escalation

We aim to resolve your complaint in an impartial and satisfactory way. However, if you are not satisfied with our response after going through all the stages of our Complaints Procedure then you can contact the following agencies: