Complaints

1 Introduction 
The Person-Centred Association (tPCA) is committed to providing high-quality services and experiences to its members. However, we understand that there may be instances when individuals feel the need to express their dissatisfaction or lodge a complaint. This policy outlines the procedures for making and addressing complaints within tPCA. 

2 Scope 
This policy applies to all members of tPCA, including individuals, organisations, and any other stakeholders who have interacted with or received services from tPCA. 

3 Definition of a Complaint 
A complaint is defined as an expression of dissatisfaction or concern regarding the services, actions, or behaviour of tPCA or its representatives, which requires a response or resolution. 

4  Principles
4.1. Accessibility: tPCA is committed to ensuring that the complaints process is easily accessible to all individuals and is available in multiple formats, accommodating any specific needs where possible.  Please contact the administrator (admin@the-pca.org.uk) if you require any accommodations.

4.2. Fairness and Impartiality: tPCA will handle all complaints in a fair, impartial, and confidential manner, respecting the rights and privacy of all parties involved. 

4.3. Timeliness: tPCA aims to address and resolve complaints promptly and efficiently, ensuring that complainants are provided with updates on the progress and expected timelines for resolution. 

4.4. Transparency: PCA will keep complainants informed about the complaint handling process, including the steps involved, any decisions made, and the reasons behind them. 

5 Lodging a Complaint 

5.1. Informal Complaints: tPCA encourages individuals to resolve any concerns or complaints informally, whenever possible. This can be done by discussing the issue with the relevant tPCA member. Assistance can be provided by the Administrator or a member of the Trustee Group if required.  

5.2. Formal Complaints: If an informal resolution is not possible or satisfactory, individuals may choose to submit a formal complaint in writing. Complaints should be submitted to tPCA Administrator (admin@the-pca.org.uk). If the complaint is about the administrator, then should be submitted to the Trustee Group (tg@the-pca.org.uk).  

The written complaint should include: 

The complainant's full name, contact information. 

A clear description of the complaint, including relevant dates, times, and details of the incident or issue. 

Information about how this has been addressed informally and the outcome of this. 

Any supporting documentation or evidence that may assist in investigating the complaint. 

6 Complaints Handling Process 

6.1. Receipt of Complaint: Upon receiving a formal complaint, the tPCA administrator (or secretary if the complaint is about the Administrator) will acknowledge receipt of the complaint within five working days. 

6.2. Investigation and Response: The Administrator will initiate an investigation into the complaint, which may involve gathering information, interviewing relevant parties, and reviewing any pertinent records. The investigation will be conducted promptly and impartially.  If the complaint is received by the Secretary, it will be taken to the next Trustee Group meeting (usually within a month) where a Trustee will be allocated to investigate the complaint. 

6.3. Resolution: Once the investigation is complete, tPCA will provide a written response to the complainant, outlining the findings, any decisions or actions taken, and the rationale behind them. tPCA aims to provide a response within 60 working days from the date of receiving the complaint. In cases where additional time is required, the complainant will be notified of the delay and provided with an updated time scale. 

7 Review and Appeal 

7.1. If the complainant is dissatisfied with the outcome or handling of the complaint, they may request a review of the decision. The request for a review should be made in writing to the person investigating the complaint within 14 working days of receiving the initial response. 

7.2. tPCA Trustee Group will appoint someone, not previously involved in the complaint,  to reconsider the complaint, the investigation process, and the response provided. A response will be provided within 30 days.  The decision will be final. 

8 Confidentiality 

PCA will treat all complaints and the associated information with strict confidentiality, ensuring that only individuals directly involved in the complaint investigation and resolution process have access to the relevant details.

9. Record Keeping 

tPCA will maintain accurate records of all complaints received, including their nature, the progress, actions taken, and outcomes. These records will be securely stored and retained in accordance with relevant data protection regulations. 

10.  Contact Information 

Complaints should be submitted in writing to:  tPCA Administrator at admin@the-pca.org.uk 

If the complaint is about the administrator, the complaint should be sent in writing to the secretary of the Trustee Group at secretary@the-pca.org.uk. 

Note: This complaints policy is subject to periodic review and may be updated or amended by tPCA as necessary. Any changes will be communicated to members and stakeholders appropriately.