Southwark Carers aims to provide aÂ service to all its users in a way thatÂ is responsive, courteous, respectfulÂ and helpful to everyone whoÂ contacts us.
We have a commitment toÂ consulting with carers to ensure thatÂ as a Carers Centre, we are providingÂ the kind of support that carers want.
If you are unhappy with any aspectÂ of our service, we will take thisÂ seriously.
We will notify you of the outcomeÂ of your complaint and any actionÂ we have taken or are taking to putÂ things right.
We are also always very pleased toÂ hear carersâ€™ views or suggestionsÂ on any of our services and weÂ encourage you to talk to any of theÂ workers or to write to us with yourÂ ideas.
If you have a complaint pleaseÂ contact the Chief Executive on:Â 020 7708 4497.
If your complaint relates to theÂ actions or behaviour of the ChiefÂ Executive you can write to the ChairÂ of the Board of Trustees sending theÂ letter to the Carersâ€™ Centre address.
There are 3 stages in the complaintsÂ procedure:
If you wish to discuss a problemsÂ regarding the service you haveÂ received from the service you can
a) contact the person youÂ normally deal with,
b) the Chief Executive
This initial contact can be made inÂ writing or over the phone.
We will listen and hopefully explainÂ or resolve the problem to yourÂ satisfaction at this stage, or at theÂ very least within 10 working daysÂ from your initial contact with us.
If your needs are not satisfied withÂ the outcome of stage 1 or feelÂ you would like to make a formalÂ complaint, this needs to be doneÂ within 15 days and can be done inÂ one of the follwong ways:
a) Complete a complaints formÂ (which is available here)
b) Phone us up and ask theÂ person who replies toÂ complete a complaints formÂ over the phone. A copy of theÂ form will be posted to you onÂ the same day.
Whichever method you choose,Â please give us as much details asÂ possible. If we need further details weÂ will contact you. You will be sent anÂ acknowledgement within 5 workingÂ days.
The Chief Executive will dealÂ with your complaint as quicklyÂ as possible. In the event of theÂ complaint being about the ChiefÂ Executive, or where the ChiefÂ Executive dealt with the complaintÂ at stage 1, the Chair of SouthwarkÂ Carers will investigate the matter.
In the course of the investigations itÂ may be necessary for us to arrangeÂ to see you. This meeting will beÂ arranged in a place that suits you.
If you wish, a friend or relative canÂ also be present. If you are bringingÂ a legal representative, please let usÂ know.
After the investigation, we will writeÂ to you with the outcome of yourÂ complaint normally within 28 days.
If longer is required you will beÂ notified in writing.
If after Stage 2 you do not feel thatÂ your complaint has been dealt withÂ satisfactorily, you have 28 days inÂ which to request a formal review.
To do this, write to the Chair of theÂ Board of Trustees C/O SouthwarkÂ Carers marked confidential.
This review will be heard by theÂ Review Panel, which is made up Â of 3 people – two members of theÂ Southwark Carers Board of TrusteesÂ and one independent person whoÂ will chair the panel. If you wish,Â you will be able to make a writtenÂ submission to the panel and / orÂ attend the panel hearing to speak toÂ the members of the panel. A friendÂ or relative can also be present andÂ will be able to speak on your behalf.Â The panel will meet with 14 workingÂ days.
Please note the independent personÂ is not employed by Southwark Carers,Â nor has any management linksÂ with Southwark Carers. They willÂ be someone nominated by anotherÂ voluntary sector agency.
The role of the review panel will beÂ to:
This will be completed within 28days of the panel meeting.
The decision of the review panelÂ will be final. This is the end of theÂ Southwark Carers ComplaintsÂ Procedure.
Southwark Carers is funded byÂ public money from SouthwarkÂ Council and Southwark CCG. UsersÂ of Southwark Carers are entitled,Â like any Southwark citizens, toÂ contact these bodies if they haveÂ any concern about he running ofÂ Southwark Carers.
Letters should be addressed to:
Director of Social Services,Â Southwark Health and Social Care,Â London Borough of SouthwarkÂ 132 Queens Road,Â London, SE15 2HP
CCG Chair,Â NHS Southwark CCG,Â PO BOX 64529,Â London,Â SE1P 5LX
Nearest tube: Elephant & Castle underground station (Northern and Bakerloo lines).
Nearest Railway Station: Elephant & Castle
Buses from Elephant and Castle: ask bus driver for Burgess Park. Bus numbers: 12, 171, 148, 176, 68, 484, 42, 40, 45