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Complaints procedure for the Single Parent Helpline
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June 2009
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1. Gingerbread hopes that everyone coming into contact with our Single Parent Helpline will find it reliable, informative and helpful. For details of the standards we aim to achieve, please see our Quality Statement. 2. We recognise, however, that if we are to maintain the highest possible standards of service, there will always be room for improvement, and there also may be occasions when the standard of help or the manner in which it is given may fall short of our commitment to lone parents. 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 continue to work towards the enhancement of the overall quality of our service. 3. The Single Parent Helpline consists of helpline workers who send out information to callers and signpost them to appropriate organisations to help with their enquiry. There are also advice workers available on the helpline at specific times. This Complaints Procedure applies to calls to both helpline and advice workers.
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Appeal 1. If the caller is not satisfied with the written response from the Head of Helpline and Information, the caller may appeal in writing to the Chief Executive, Fiona Weir. Emails must state the sender’s name and address. The Chief Executive or someone acting on her behalf will respond within ten working days.
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Publicising the Complaints Procedure for the Single Parent Helpline Explanatory leaflets written in English about the Single Parent Helpline should state: “Complaints Procedure for the Single Parent Helpline and Quality Statement available on request”
Monitoring Complaints
1. We monitor the complaints we receive as a tool for improving our services and procedures. 2. We will treat all complaints in confidence, ie, in line with our Confidentiality Policy. 3. Statistics about complaints will be reviewed annually by the Chief Executive. 4. Records of formal complaints will be kept for six years.
Suggestions to improve our telephone services
In addition to any complaints, Gingerbread welcomes any suggestions or ideas on improving the Single Parent Helpline. Callers may make suggestions to the worker concerned which will be noted or may write to the Head of Helpline and Information. Review Date procedure was adopted: 16th July 2007 Person responsible for review: Head of Helpline and Information Date procedure reviewed: June 2009 Date of next review: November 2009
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