Our Complaints Policy
The UKFST is committed to providing a high level of quality service and access to all organisations submitting applications for UKFST endorsement. If you are dissatisfied with any aspect of the application process or services you should raise this as either an informal or formal complaint. Informing UKFST of your concerns allows us to continuously develop and improve the service we provide.
We will seek to make an appropriate response, but should our actions not be to your satisfaction then recourse to the formal complaints procedure will be made available. We will also seek your views on how we handled your complaint and make any improvements you suggest.
If you have a complaint, you can contact us through the website, by email, telephone or post (see the “Contact Us” link on our website www.ukfst.org for full details).
Complaints Procedure
The UKFST complaints procedure is guided by the procedure of The Stroke Association. It has been developed to ensure that complaints are dealt with in an effective and efficient way.
Emphasis is placed on resolving issues locally and informally, and it is only when these cannot be resolved through general discussion that the procedure be used. At this stage the customer will be given the Listening and Responding to Complaints Leaflet, which provides further detail on the complaints resolution process.
The R&D directorate has a nominated Customer Relations Advocate, listed on the Listening and Responding to Complaints Leaflet. The Customer Relations Advocate’s role is to investigate the complaint and ensure that anyone involved in the handling of a complaint, at any level, complies with the procedure and that confidentiality of information is appropriately maintained at all times. Complaints which cannot be resolved locally should be directed to this named individual at this point.
Stage 1 – Complaints Resolution
Any person can complain about support, information, policy positions or services provided by The Stroke Association. A representative may also complain on behalf of someone.
The Customer Relations Advocate will accept a formal complaint made verbally, or by other communication modes. Complaints should be recorded in writing and agreed by the complainant. Clarification should be sought with regard to what resolution the complainant is seeking and this should also be recorded in writing. At this stage the Customer Relations Advocate will inform the Business Development and Quality Assurance Team of the complaint.
The Customer Relations Advocate will offer the complainant guidance as to where support and advice could be obtained to help the complainant through the process.
The Customer Relations Advocate will clarify and investigate the issues involved, consulting appropriate parties. The complaint will be logged and investigation notes recorded using The Stroke Association’s Complaints Notification Form.
The appropriate Line Manager will identify and consider any support required for those staff involved in the complaint or investigation.
The Customer Relations Advocate, in consultation if necessary with appropriate managers and directors, should consider all information obtained from the investigation process and produce a full written explanation to the complainant within 15 working days of the formal complaint being received.
The response to the complainant, copied to the relevant staff, managers and director, should summarise the complaint, the investigation, key facts and evidence and the conclusion, highlighting any action or future action to be taken to prevent recurrence of the complaint.
The response will also include details on how to seek a review of the decisions following the complaint should the complainant wish to do so. Requests for a review should be directed to the Business Development & Quality Assurance Team and provide all available means of contact. The complainant should be advised that a Review will only be considered if the reasons for rejection of the findings are received by the Business Development & Quality Assurance Team within 28 days of the formal response. The Business Development & Quality Assurance Team will respond to this request within 10 working days and identify a suitable senior manager to act during Stage 2 of the process, the review stage (see below).
If, during the investigation, the complainant indicates an intention to take legal action the Customer Relations Advocate will inform and take immediate advice from the appropriate Director.
If, during the investigation, information indicates staff/volunteer misconduct, this detail must be shared with the appropriate Director immediately.
If the complainant is not satisfied with the explanation or outcome of the formal investigation, they may seek advice from the Customer Relations Advocate who should inform the complainant that a Complaints Review could be conducted, and offer them assistance in raising the issue with the Business Development & Quality Assurance Team.
The completed Complaints Notification Form, investigation notes, interview notes, any relevant additional information and the formal response will be sent to the Business Development & Quality Assurance Team within 3 working days of the formal response being shared with the complainant and director and managers as appropriate, by the Customer Relations Advocate.
The complaint cannot be considered again under Stage 1.
Stage 2 - Formal Complaint Review Process
Any complainant is entitled to have their complaint reviewed in the following circumstances: -
- A complainant who is not satisfied with the investigation, evidence, explanation or conclusion drawn under Stage 1 of the complaints procedure; and/or
- A complainant who can provide other justifiable reasons for a review to be conducted.
A reasonably independent senior manager will handle the task of reviewing the complaint and its investigation and be nominated by the Business Development & Quality Assurance Team. Stage 2 of the process will include:
- Clarification with regard to the outstanding issues and on what grounds the complaint review is based.
- The Business Development & Quality Assurance Team will acknowledge the complainant’s request for a review of the complaint, explaining the process to be undertaken within 10 working days identifying a suitable senior manager to act during Stage 2 of the process, the review stage.
- The Customer Relations Advocate will brief the senior manager on all relevant information relating to the complaint; how the investigation was carried out, and an explanation of the outcome given at Stage 1 and assist the senior manager to identify outstanding issues including the complainant’s reason for requesting a further review. The Business Development & Quality Assurance Team will ensure all papers are available for the senior manager.
- The appropriate senior manager, in conjunction with the Business Development & Quality Assurance Team of The Stroke Association, should consider the review of the complaint and outline the detailed process for responding to the complaint and the timescales involved within 5 further working days.
- The identified senior manager in conjunction with the Business Development & Quality Assurance Team will compile the response. The senior manager, in conjunction with any other staff, with assistance from the Business Development & Quality Assurance Team, will consider any further information requirements needed to respond accordingly to the complaint. The investigating senior manager should also consider inviting the complainant, any persons complained against, or other relevant persons to make statements and if appropriate attend a meeting in person. Any investigation will be conducted as informally as possible.
- The appropriate senior manager will take responsibility for compiling and delivering the written response with the Business Development & Quality Assurance Team within 10 further working days to the complainant.
The senior manager will circulate the written response to: -
Business Development & Quality Assurance Team
Complainant
Any persons complained against
Chief Executive
Appropriate line manager and Director
The senior manager’s decision is final and no further action is allowed under the complaints procedure.
The appropriate senior manager, with assistance from the Business Development & Quality Assurance Team, will be responsible for producing an action plan for implementation based on the recommendations, which will be implemented by the appropriate Director of the Directorate involved.
The Business Development & Quality Assurance Team will produce a 6 monthly report on complaints to the Directors’ Management Team of The Stroke Association.
This policy will be reviewed on an annual basis.