Complaints Policy

Developed: 31st March 2022

Dementia Carers Count recognises the importance of complaints and values all feedback on the work we undertake. We will always listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our work.

Our Complaints Policy seeks to ensure that all complaints will be managed promptly, thoroughly, impartially, and sympathetically.

What is a complaint?

A complaint is a verbal or written expression of dissatisfaction about any aspect of our work.

Who might make a complaint?

Anyone who directly or indirectly encounters Dementia Carers Count. This might include:

  1. Carers of people with dementia who are accessing DCC services
  2. Employees or volunteers of partner organisations
  3. People visiting our website, offices, or community events
  4. Donors, fundraisers, commissioners, and supporters
  5. Authorised representatives of any of the above

What can you complain about?

You can complain about anything you are unhappy with. This might include:

  • The behaviour of our employees or volunteers
  • How we treat your personal data
  • The imagery and language used to promote our work
  • The quality, range, and inclusivity of services available
  • A DCC policy or campaign position

How do you complain?

Complaints can be made in the following ways:

  1.    Online by clicking here
  2.   Email complaints@dementiacarers.org.uk
  3.   Phone: 0203 096 7894
  4.   By writing to:

Director of Finance and Resources
Dementia Carers Count
7-14 Great Dover Street
London
SE1 4YR

We want to fully understand your experience so please try to tell us everything you can.

How your complaint will be managed

  • We will listen to what you tell us and give you time to explain the issues
  • We will confirm receipt of your complaint within two workings days unless your complaint is submitted by post, in which case we will respond within five working days
  • We will aim to fully complete our investigation and write to you with an outcome within ten working days from the date you made the complaint
  • We will contact you early in the process should we need to extend the time-period to gather more information. We will keep you informed of progress via your chosen method of contact
  • We will create a confidential record and we will store the data securely and in accordance with data privacy and protection laws
  • We will implement improvements to our work based on the learning from your complaint

Our Commitment

When we get things wrong, we will:

  • Accept responsibility and apologise
  • Explain what went wrong and why
  • Put things right by making any changes required

We will also regularly analyse data on the number and type of complaints to strengthen policy and practice and improve overall user experience

If you are unhappy with the outcome

  • You may request a Review within a calendar month of receiving the decision
  • The Chair of Trustees (or a delegated Trustee) will undertake the Review
  • The Chair (or a delegated Trustee) will confirm receipt of the Review request within ten working days
  • The outcome of the Review will be communicated in writing within one calendar month from the date the request was received
  • If you are unsatisfied with the Review outcome, we will advise you of external independent organisations that you may be able to refer to for further support

Additional Information

Safeguarding

If, at any stage in the complaints process, there are concerns about an adult at risk or the welfare of a child or young person, the Safeguarding Policy and Procedures will also be implemented.

Fundraising

If a complaint is about Fundraising, and the matter is not resolved to your satisfaction, you can complain to:

The Fundraising Regulator
Eagle House
167 City Road
London
EC1V 1AW

0300 999 3407

complaints@fundraisingregulator.org.uk

The Charity Commission

The Charity Commission regulates charities in England and Wales. It aims to make sure charities are accountable, well run and meet their legal obligations. The Charity Commission only deals with serious matters and expects complaints to be made to the organisation in question.

The Charity Commission
PO Box 211
Bootle
L20 7YX

0300 066 9167

https://forms.charitycommission.gov.uk/enquiry-form/