<aside> 💡 Applicable to: All

This policy takes account of the Residential Holiday Schemes for Disabled Children (England) Regulations (2013) and the National Minimum Standards for Residential Holiday Schemes for Disabled Children (Department for Education).

This policy has been approved by the OMH Board of Trustees

</aside>

Policy Statement

Everyone has a right to express their views or complain about a service provided by Oundle  Mencap Holidays.  By inviting comments and encouraging feedback, OMH aims to ensure that its services are continually reviewed and meet the needs of users.

Not all concerns are complaints. A concern is an issue raised by a volunteer, holiday maker, parent or other person that is resolved quickly and informally. Most concerns are resolved by the person to whom the concern is addressed e.g. the volunteer, or (more probably) their group leader or a nearby senior helper**.**  Every effort should be made to allay concerns at this level and with the least possible formality.  The ideal is that no concern should ever become a formal complaint.

Occasionally, however, a concern will be too serious to be handled in this way, perhaps needing greater investigation; or the person concerned may not feel that the answers given so far have been acceptable or adequate.  In such circumstances the concern may become a complaint and this document outlines the formal procedure that should be followed in such cases.  OMH will inform HMCI about all formal complaints.

General Principles:

• this procedure is intended to guide you in raising a concern or complaint relating to OMH, or the services that it provides.
• an anonymous concern or complaint will not be investigated under this procedure, unless there are exceptional circumstances.
• to allow for a proper investigation, concerns or complaints should be brought to the attention of the organisation as soon as possible. In general, any matter not raised within a reasonable time frame after the event being complained of, may not be considered under this policy.

Procedure, Stage 1, Informal

If a complaint arises, complainants should refer details of their concern to the registered manager, Claire Huntington, either in person or by writing to:

The Registered Manager, Oundle  Mencap Holidays, 58 Glapthorn Road, Oundle, PE8 4PT

Or by email to: [email protected]

If a complaint is made in person or by telephone, the recipient should attempt to make a record the details and have a witness to note the nature of the complaint and their holding response. The recipient should encourage the complainant, if their complaint is serious or insistent, to put their comments in writing.

Many concerns can be resolved by simple clarification or the provision of information and it is anticipated that most complaints will be resolved by this informal stage. In these cases every effort should be made to resolve the situation informally. Any unreasonable refusal to attempt an informal resolution may result in the procedure being terminated forthwith.

The registered manager will address the complaint to the best of their ability, within thirty days of receiving the complaint.

If a complaint arises regarding the registered manager, details of their concern should be referred to the independent trustee either in person or in writing to:

Eddie Dove, Oundle  Mencap Holidays, 239 Kent House Road, Beckenham Kent. BR3 9JO

Or by email to: [email protected]