Service User Feedback
Feedback – Compliments, Concerns and Complaints
We in DRCC endeavour to provide you with a high quality service in all departments, and your feedback as a service user, both positive and negative, is always helpful to us in developing and improving our standards. We welcome any positive feedback you may wish to give. However, if you are dissatisfied with any aspect of our service, it is your right to raise a concern or make a complaint. Our complaints procedures for service-users are summarised below:
When a service user has a concern or complaint, she/he should, in the first instance, try to resolve the issue directly with the relevant member of staff. The objective of this approach is to resolve the difficulty with the minimum of conflict and stress for the individuals involved.
If this is not possible or appropriate, or if this does not resolve the matter, the service user should then consult the Designated Complaints Officer for the informal complaint procedure i.e. the relevant manager responsible for the service related to their complaint, as set out below.
If the complaint concerns the manager responsible for the service and the service user has been unable to resolve it with the manager, then she/he should contact the Chief Executive Officer (CEO).
For Complaints relating to: Please refer to the relevant Manager below
Reception Staff Head of Administration
Administration Staff Head of Administration
Telephone Counselling Staff Head of Clinical Services
Therapists Head of Clinical Services
Volunteer Co-ordinators Head of Clinical Services
Volunteers Head of Clinical Services
Education Staff Head of Education and Training
Fundraising Staff CEO
Accounts Officer CEO
All managers and the CEO may be contacted by ringing 1800 778888 during office hours. If they are not immediately available, the service user should leave their contact details, asking the manager or CEO to contact them. The manager or CEO will ensure that every effort is made to resolve the complaint.
If it is not possible to resolve the matter at the informal level, the formal approach may be applied. The formal approach is dealt with by the CEO.
To see the full DRCC Complaints Policy and Procedures document please click below:-