Compliments, Concerns and Complaints

How to make a complaint or tell us about a concern

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If you’re unhappy about something at Barca-Leeds, please let us know.

We view complaints as an opportunity to learn and improve for the future. It also provides an opportunity to put things right for the person or organisation that has made the complaint.

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What is a complaint?

A complaint is any expression of dissatisfaction about any aspect of Barca-Leeds. We recognise the right of our service users, carers, partners and members of the public to complain, and we welcome complaints as a valuable form of feedback about our services. All complaints are taken very seriously to ensure that lessons are learnt, and improvements are made to the way we provide services.

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How to make a complaint

You can speak informally to any member of staff or service manager. If you know which service is supporting you, you can find the contact details for the service manager on the service page on our website. You can also call or email us, and we can point you in the right direction.

If you would prefer to contact our head office:

• Phone: 0113 255 9582
• Email: serviceuserfeedback@barca-leeds.org
• Address: Barca-Leeds at The Manor House, 259 Upper Town Street, Bramley, Leeds, LS13 3JT

Anyone affected by the way we deliver services can make a complaint. If you’re a member of Barca-Leeds staff, please follow the Grievance Process.

You can complain on someone else’s behalf with their consent or if the person needs help to complain and can’t give consent because they lack capacity within the meaning of the Mental Capacity Act 2005.

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How we handle complaints

We will send a letter acknowledging your complaint within 5 working days with the name of the Investigating Officer. The Investigating Officer will contact you to arrange a meeting to discuss the complaint.

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As a result of the complaint, we may:

• Offer an apology;
• Take steps to put matters right and explain to you how we will have done this;
• Review our policies, procedures and practices, as appropriate;
• Ensure that lessons are learnt and what went wrong is not repeated in the future

We also monitor the number and nature of compliments and complaints received and provide regular reports to our Board of Trustees.

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Timescales

We aim to have all complaints investigated within the following timescales:

• Informal (verbal) complaints - 10 working days
• Formal (written) complaints - 20 working days
• Appeal process - 20 working days

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Complaints within a partnership

Some of our services are delivered by a Partnership; a number of organisations working together to deliver services. If your complaint involves more than one agency or is around the general provision of the partnership services, then the complaint will be directed to the lead agency. If it relates to just one organisation then the complaint will be processed by that agency under their complaint's procedure.

If you are not sure who to complain to, please contact a staff member who can advise you and support you to make your complaint heard. Where possible we will take a collaborative approach to resolving your complaint.

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Exemptions

Some complaints may fall outside the scope of our Complaints Policy. This could include:

• complaints outside the control of Barca-Leeds and its member organisations.
• complaints that relate to services that are the responsibility of other providers or agencies.
• if the complaint is linked to a Police investigation.
• complaints managed under the Barca-Leeds Disciplinary and Grievance Procedures.

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Vexatious and repeat complaints

We won’t investigate complaints about an issue already investigated and where appeal has been exhausted, or complaints made to intentionally cause disruption or annoyance. A different complaint from the same complainant, however, will be considered on its own merits.