Gingerbread hopes that everyone coming into contact with us will find us reliable, informative and helpful. For details of the standards we aim to achieve, please see our quality statement.
We recognise, however, that if we are to maintain the highest possible standards of service there will be room for improvement, and there may also be occasions when those coming into contact with us are unhappy with the information or standard of help we have given, the service we have provided, or the manner in which it is provided. We therefore believe that it is vitally important that we have an open and accessible complaints procedure in order to ensure that we are able to respond to comments by lone parents and others and to continue to work towards the enhancement of the overall quality of our work.
Complaints may be made in a number of ways:
- in writing
- by telephone
- by email
- in person
Gingerbread recognises as a complaint any situation in which we have done something or failed to do something to someone who has been in contact with us, and where they have identified themselves as making a complaint, either on their own initiative or in response to a staff member asking formally if they want to make a complaint. This latter situation could arise where an individual has been in conversation or correspondence with a member of staff about something that has made them unhappy and where the member of staff feels that in order to progress matters it would be helpful to invite the individual to make a formal complaint.
Any member of staff may be the first to receive a complaint, and this first contact will create an important impression in the complainant’s mind of our organisation and how we will deal with their concerns. We should therefore endeavor at all times to remain polite, friendly, calm, and to deal efficiently with the complainant. The following notes are intended to support staff in handling complaints.
Separate and detailed guidance exists for complaints about the Gingerbread Single Parent Helpline, and should be referred to in the first instance when complaints relate to those services.
Complaints received by phone, in writing, by email or in person
All complaints
If a complainant has spoken to or received correspondence from the relevant head of department and remains dissatisfied, they should be advised that they can complain to the Chief Executive /Deputy Chief Executive. The complainant should be offered a call back from the Chief Executive / Deputy Chief Executive and contact details obtained and times agreed for the call. Alternatively, if the complainant prefers, they should be given details of how they can contact the Chief Executive /Deputy Chief Executive in writing.
Any complaint received about the Deputy Chief Executive will be dealt with by the Chief Executive in accordance with these guidelines. Any complaint about the Chief Executive will be dealt with by the Chair of the Committee of Management, in accordance with these guidelines.
If the complainant insists, an appointment may be made to see a senior member of staff. This must be in office hours and at our premises.
Investigating and monitoring complaints and suggestions for improvement
