MCDT Complaints Procedure
Introduction
As an organisation people are at the core of everything we do, and we aim to deliver an exceptional service to all our clients, customers, and beneficiaries. As such, we take complaints very seriously and hope to resolve anything you’re unhappy with as quickly and effectively as we can. We ask that if you do have a complaint, you communicate this to us openly, as it will be received without judgement and dealt with appropriately under our complaint’s procedure.
We aim to respond initially to any compliant within 7 working days of receipt. However, the full investigation and outcome can of course take longer.
How to raise a compliant
The most effective way to raise a complaint is to write to us. If you wish to send your complaint via post the correct address is:
HR Department
MCDT
Norfolk House
Sheffield
S2 5HR
If you would prefer to send your complaint via email, then please send via email to: complaints@manorandcastle.org.uk
What to include in your complaint
To help us investigate your complaint more effectively please include in your letter/email the following information:
- Your name
- The date, time and place the problem occurred
- Your contact details
- A description of your complaint
- The names of any staff you may have dealt with
- Your proposed outcome (if appropriate)
How we investigate complaints
Depending on the nature of the complaint we may have to conduct an internal investigation and gather evidence to further establish the facts of the matter. Following your initial complaint, we may ask to speak with you again to provide more information or clarity on the details, this can be done over the phone or in person. We are happy to communicate with you what steps we are taking to try and rectify any issues, as well as how the investigation process will be conducted. However, please be mindful that if your complaint is regarding an employee, we may not be able to divulge any information about the individual member of staff, particularly any disciplinary action that may be taken, due to data protection law. In addition, witness statements may be given in confidence and therefore we are not able to provide you with details of these.
The internal investigation will be carried out by a member of staff who is unbiased and as such will not have been involved in the incident or present at the time of the incident taking place. Therefore, they will make their decision based on the balance of probability when looking at the evidence.
If we do not feel that your complaint is valid, or that no further action needs to take place. We will communicate how we have reached that decision and what evidence we have found to establish that the complaint holds no substance, or that no further action is necessary. We would only come to this decision if the evidence gathered did not support your allegation.
What happens if I’m not satisfied?
If you are not satisfied with how we have dealt with your compliant, you may escalate it to the Chief Executive, Please make our, HR Manager Lily aware and she will be able to provide you with the contact details for our Chief Executive. The CEO will aim to contact you within 7 working days of receipt of your complaint.
If you are still not satisfied, you may ask CEO to escalate your complaint to the Manor and Castle Development Trust Board.
