CareConfidential seeks to offer the best possible service to its clients at all times, however should a client be unhappy with the service provided they should follow the following procedure.
A client may choose to complain for any of the following reasons:
- The service provided is not of the standard expected.
- The enquiry has not been handled appropriately.
- Wrong information has been given.
- The client was unhappy with the outcome at the point of referral to another agency.
Helpline: Complaints arising during the course of a telephone call
If the complaint arises during the course of a telephone call then the advisor will try to resolve the issue to the satisfaction of the caller. If he/she continues to be unhappy then the advisor must inform him/her about the complaints procedure.
The advisor will first offer to put the caller through to the Call Centre Leader.
If she is unable to help, then the caller will be asked to make a formal complaint
in writing to CareConfidential, Clarendon House, 9-11 Church Street, Basingstoke,
RG21 7QG or in an email to admin@careconfidential.com.
A complaints form should be completed and forwarded to the above address by
the advisor or call centre leader by first class post wherever possible.
The Counselling Manager will then deal with the complaint. She will investigate the circumstances and report back to the complainant.
If the complainant remains dissatisfied, he/she may take the complaint to the
Head of CareConfidential and report to the individual on the action taken.
The final arbiter in all disputes will be the CARE Executive.
We understand the importance of dealing with complaints swiftly:
- We will respond to all complaints within 24 hours.
- If enquiries need to be made we will undertake these speedily and report to the Management within 2 weeks.
- If action needs to be taken we will do this within 4 weeks.
- Where appropriate we will report back to the complainant about action taken as soon as possible and always within 4 weeks.
When a complaint is made, the advisor will complete the relevant forms and pass them to the Call Centre Leader who will ensure that copies are sent to the Manager within 7 days. It is of the utmost importance that, at every stage during this procedure, accurate records are kept of all conversations that take place and copies are kept of all correspondence.
Complaints about the helpline service which do not arise during the course of a telephone call:
When an individual wishes to complain about the service offered by CareConfidential
helpline but this does not arise during the course of a call, they should be
asked to put their complaint in writing to the CareConfidential, Clarendon House,
9-11 Church Street, Basingstoke, RG21 7QG or in an email to admin@careconfidential.com.
A complaints form should be completed and forwarded to the above address by
the advisor or call centre leader by first class post wherever possible.
If the caller insists on speaking to someone, they should be asked to leave their name and number so that the Call Centre Team Leader can call them back at a time that is convenient to both parties.
The same procedure will then be followed.
Online Advisor: Complaints arising during online counselling
If the complaint arises during the course of online counselling then the advisor will try to resolve the issue to the satisfaction of the client. If he/she continues to be unhappy, then the advisor must inform him/her about the complaints procedure.
The advisor will first offer to refer the client to the online supervisor.
If she is unable to resolve the issue then the client will be asked to make
a formal complaint in writing to CareConfidential, Clarendon House, 9-11 Church
Street, Basingstoke, RG21 7QG or write an online message to admin@careconfidential.com.
A complaints form should be completed and forwarded to the above address by
the advisor or call centre leader by first class post wherever possible.
The Counselling Manager will then deal with the complaint. She will investigate the circumstances and report back to the complainant.
If the complainant remains dissatisfied, he/she may take the complaint to the
Head of CareConfidential and report to the individual on the action taken.
The final arbiter in all disputes will be the CARE Executive.
Where the complaint is from a client about a centre:
From time to time, individuals call, email or write to CareConfidential wishing to complain about a centre they have visited.
If the complaint comes in writing, then it should be logged, copied and passed immediately to the CareConfidential Manager.
If the complaint comes in by phone call, then the advisor:
- Should listen sympathetically, making sure that accurate information is collected so that the complaint can be followed up.
- Phone the CareConfidential Manager to let her know that a complaint has come in.
- Complete the CareConfidential complaints form.
- Take a copy for the files and send the original to the CareConfidential Manager first class.
The advisor should make sure that the client understands that CareConfidential is not in any way responsible for information or advice given out by local centres and that the complaint will be sent to the relevant person for investigation. A written response will be sent to the caller with 7 days of their call.
So that the complaint can be dealt with properly, it is not possible for CareConfidential to receive a complaint from anyone who is not willing to give their name, address and full details of the nature of their complaint.
If the caller refuses to give full contact details, it should nevertheless be mentioned by phone or email to the CareConfidential Manager who will record the information for future reference.
On receipt of the complaint, the CareConfidential Manager will call the Head of CareConfidential to discuss the best way of taking the issue forward.
Complaints from a centre about CareConfidential:
All complaints made by a centre about any aspect of CareConfidential’s work should be referred immediately to the Counselling Manager or, in her absence, to the administrator.
If a centre calls the helpline to make their complaint, the advisor should take contact details and then pass them on quickly so that the line can be freed as soon as possible for clients to use. The advisor will explain that she is unable to deal with the complaint personally and that they will be contacted within 24 hours.
If the complaint comes in writing or as an online message, it should be forwarded immediately to the Counselling Manager.
We will undertake to deal with all such complaints within 7 days of receipt.
When an advisor is concerned about the service being offered by a centre:
From time to time, it may become apparent that a client has not had the help that she expected from a centre or that the centre is not meeting the referral criteria.
If an advisor becomes concerned about the service being offered by a centre
in any way then she should immediately inform the Counselling Manager or,
in her absence, the administrator, who will record the concerns and consider
whether any further action needs to be taken. A complaints form should be completed
and forwarded to CareConfidential, Clarendon House, 9-11 Church Street, Basingstoke,
RG21 7QG by the advisor or call centre leader by first class post wherever possible.
Where a client finds that the centre is not open when it should be, then the advisor should make initial enquiries by phoning the listed numbers and speak to the Counselling Manager.
Making the Complaints procedure known:
- All staff will be given a copy of the policy when they join CareConfidential.
- We will ensure that all staff are trained and able to give information about the Complaints Procedure if asked.