Birthlink views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person [or organisation] that has made the complaint.
Our policy is:
- To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
- To publicise our complaints procedure so that people know how to contact us to make a complaint
- To make sure everyone at Birthlink knows what to do if a complaint is received.
- To make sure all complaints are investigated fairly and in a timely way
- To make sure that complaints are, wherever possible, resolved and that relationships are repaired
- To gather information which helps us to improve what we do
What is a complaint?
A complaint is defined as any expression of dissatisfaction, whether justified or not, about any aspect of Birthlink services and activities.
How complaints may be made
Complaints may be made by any individual, volunteer or organisation who has a legitimate interest in Birthlink, including the general public. They can also be made by someone acting on the complainants’ behalf, such as a friend, neighbour, relative or professional. A complaint can be received verbally face to face, or by phone, or in writing by email or letter.
How complaints will be handled
All complaints and related subsequent information will be handled sensitively, and by only those who need to know. All relevant data protection requirements will be followed.
If a complaint is made verbally details of the complaint will be set down on a logging form with the wording being agreed with the complainant.
Initial complaints may be made to:
- Any member of Birthlink staff
- The Chief Executive, 21 Castle Street. Edinburgh, EH2 3DN
We aim to resolve complaints at the earliest possible time. You can expect to be contacted within 5 working days. We may request more information to enable us to investigate your complaint. Ideally, we aim to reach a conclusion which will be communicated to the complainant within 21 days. Where this is not possible due to ongoing investigation, you will receive a progress report within 21 days, outlining the anticipated time it will take to resolve.
Stage Two complaints
If you feel that the problem has not been satisfactorily resolved at Stage One, you can contact the Chair, or any Member of the Executive Committee (Board of Directors) at 21 Castle Street, Edinburgh, EH2 3DN. The request for Board level review will be acknowledged within 5 working days of receipt. The acknowledgement will say who will deal with the case and when the complainant can expect a reply.
Stage Three complaints
If you are not satisfied with the Board response, please contact the Care Inspectorate Compass House, 11 Riverside Drive, Dundee, DD1 4NY. Tel: 0345 600952
Complaints can also be raised with the Care Inspectorate at any point.
We also welcome suggestions in how we can improve our services.
This policy is reviewed annually. Last review 13.2.23