EastRen Complaints Procedure

EastRen aims to provide a friendly, reliable and efficient service. Everyone who has contacted EastRen has a right to complain if they are unhappy with any aspect of the service. Any complaints will be given serious consideration. This procedure sets out the action that will be taken to ensure that any complaints will be dealt with in a consistent way.

1. Concerns should be resolved informally whenever possible. The staff involved should try to sort out the problem straight away. If the complainant prefers to speak to someone else, they can speak informally to the Director of EastRen, or any member of the executive. If the complainant is not satisfied they should be advised to make a formal complaint to the Executive Group via the Chairperson.

2. The Chairperson is responsible for investigating the complaint on behalf of the Executive Group, and reporting back to the complainant and the Executive Group. However, if the complaint refers to him or her it should be referred on to another member of the Executive Group.

3. Details of formal complaints, investigations and decisions will be recorded and kept for 4 years. Information about any complaints received in that year will be included in the annual report.

4. Formal complaints will be acknowledged within 5 working days. The complainant will be informed of the outcome of their complaint as soon as possible, certainly within 28 days. If this is not possible for any reason they will receive an explanation and be informed of when they can expect a response.

5. Replies to complaints will be as open and helpful as possible. EastRen staff will endeavour to be informed (make sure they have all the facts needed and these facts are correct), fair (take account only of relevant facts, not let personal feelings or previous dealings with the complainant influence the decisions, and not make moral judgements), open minded (be prepared to give full consideration to all evidence), and reasonable (behave in a way a person of reasonable intelligence, health and mood would do).

6. If the complainant is not satisfied with the outcome they can request a review by the Director of another network and another representative appointed by the Scottish School of Primary Care.

7. Information about who to contact to make a complaint will be available on the website and in the annual report.

Page updated 4 September 2003 by Margaret Feeney