This policy describes how we receive, manage, respond to and learn from complaints, compliments and other feedback made about anything our organisation does, or doesn\u2019t do. This policy aims to ensure all feedback is handled as efficiently and effectively as possible. All members of the PDA Society team are expected to understand and work within these procedures when dealing with a complaint.<\/p>\n
The key aims of this policy are that:
\u2022 People who engage with the charity know how to tell us what they think and are confident that we will take them seriously.
\u2022 When things go wrong \u2013the process for making, handling, investigating and resolving complaints is clearly laid out.
\u2022 To ensure that we will learn from all feedback that we receive and use these lessons to improve our services.<\/p>\n
PDA Society welcomes all feedback. We recognise you might be worried about asking us to do things differently or about telling us when we’ve done something wrong. Equally it can be embarrassing complimenting people when they’ve done something well.<\/p>\n
This policy is intended to make it easy for you to tell us what you think in a way that is convenient for you.<\/p>\n
Our intent is that all feedback helps us to improve, so we are committed to doing whatever we can to ensure that raising concerns or making complaints, doesn’t cause you further difficulties. We will always try to resolve difficulties informally, but in some circumstances, you may wish to make a formal complaint. We aim to resolve all complaints, promptly and sensitively.<\/p>\n
This policy can be used by anyone wishing to feedback on what PDA Society do and how we do it. You can use these procedures whenever you have something to do say about what we do or how we do it.\u00a0<\/p>[\/et_pb_text][et_pb_heading title=”2. Scope of this procedure” _builder_version=”4.27.4″ _module_preset=”default” title_level=”h2″ title_font=”–et_global_heading_font||||||||” title_text_align=”left” custom_margin=”0px||0px||false|false” custom_padding=”0px||8px||false|false” global_colors_info=”{}”][\/et_pb_heading][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” text_font=”–et_global_body_font||||||||” custom_margin=”0px||0px||false|false” custom_padding=”0px||16px||false|false” global_colors_info=”{}”]
This procedure covers what we do with feedback about anything PDA Society does. Sometimes the thing you raise would be better dealt with under another procedure, such as
our Safeguarding policy, Whistleblowing policy or Disciplinary and Grievance policy. You don’t need to worry about what procedure to use. You can use this procedure to tell us what you need to and if a different policy should be used we\u2019ll identify that and let you know what will happen next.<\/p>\n
We will do our best to keep to the timescales in this policy but there may be occasions when we can’t \u2013 if for example the police are investigating. If this is the case, we will tell you what we are doing and why, and keep you updated about timescales.<\/p>[\/et_pb_text][et_pb_heading title=”3. Informal feedback” _builder_version=”4.27.4″ _module_preset=”default” title_level=”h2″ title_font=”–et_global_heading_font||||||||” title_text_align=”left” custom_margin=”0px||0px||false|false” custom_padding=”0px||8px||false|false” global_colors_info=”{}”][\/et_pb_heading][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” text_font=”–et_global_body_font||||||||” custom_margin=”0px||0px||false|false” custom_padding=”0px||16px||false|false” global_colors_info=”{}”]
PDA Society values feedback. If you want to tell us what you think of what we do, or make suggestions about how we can do better we really welcome that.<\/p>\n
If you want to share something we should do more of, less of, do differently or if you want to raise a concern you are welcome to let any team member you are comfortable with know. We are happy to talk and to listen and to try and come up with solutions together. Any feedback you give us will be emailed to the People and Operations Manager who keeps a record of everything we are told. This helps us understand what we should be concentrating on.<\/p>\n
If you don\u2019t know who to tell please contact feedback@pdasociety.org.uk<\/a>, our People and Operations Manager will make sure your feedback reaches the right person.<\/p>\n When we get feedback everyone at PDA Society is expected to listen and write it down so that we can learn from it as a team. They are also expected to send records of feedback to feedback@pdasociety.org.uk<\/a> in order that we can identify and react to trends.<\/p>\n If you have difficulty discussing a concern with a particular team member, we will respect that. In these cases, the People and Operations Manager will refer you to another employee.<\/p>\n We understand that there are occasions when people would like to raise their concerns formally. You should use the formal complaint procedures, if you are unhappy with the response to your initial feedback, or if you think your feedback is too serious to be raised informally.<\/p>[\/et_pb_text][et_pb_heading title=”4. How to raise a formal complaint” _builder_version=”4.27.4″ _module_preset=”default” title_level=”h2″ title_font=”–et_global_heading_font||||||||” title_text_align=”left” custom_margin=”0px||0px||false|false” custom_padding=”0px||8px||false|false” global_colors_info=”{}”][\/et_pb_heading][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” text_font=”–et_global_body_font||||||||” custom_margin=”0px||0px||false|false” custom_padding=”0px||16px||false|false” global_colors_info=”{}”]