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Unread 01-11-2013, 12:30 AM
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Ruthierhyme Ruthierhyme is offline
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This is a late add, hoping the links below may also proove helpful

Help for Duty of care - SHC34 3.2 handling complaints:
http://www.silkysteps.com/forum/showthread.php?t=12627
http://www.silkysteps.com/forum/showthread.php?t=14410
http://www.silkysteps.com/forum/showthread.php?t=15644

From OCR.org.uk's Unit SHC 34
Responding to complaints includes:
 listening to the complaint
 giving the complainant time and respect
 recording the information
 reporting to a senior member of staff
 accessing the Complaints Policy
 ensuring the complainant has access to the Complaints Policy
 ensuring the complainant knows what will happen next

Main points of agreed procedures for handling complaints include:
 the Complaints policy is a recorded and documented procedure that is available
 the complainant is listened to and respected
 the Complaints Policy is time-based and the complaint is dealt with in a documented time-frame.
 complaints are normally dealt with by nominated members of staff
 the procedure is clear
There may be both formal and informal options.

There is also good reading for SHC 34 on page 44 & 45 of the cache handbook preview - amazon.co.uk

Best wishes
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