Complaints Procedure
MCR Pathways strives to provide an excellent standard of service that meets the needs of all stakeholders. In addition to our programme outcomes, we seek frequent and regular feedback to ensure that we achieve this and are continuously improving. We value all feedback as an opportunity to develop and improve and welcome communication at the earliest possible stage: if we are not getting it right, please do let us know.
The Complaints Procedure outlined below applies to non-MCR Pathways employees only: employees should use the Grievance Procedure.
If you are not happy with MCR Pathways, please speak with us.
If you are unhappy about any aspect of MCR Pathways’ service, please speak to the relevant staff member.
If you are unhappy with an individual in MCR Pathways, we would encourage you to tell them directly. We understand that you may feel that this is difficult or inappropriate, if that is the case please speak with the staff member’s manager. You can get the manager’s contact details by emailing feedback@mcrpathways.org
Often, the individual or manager will be able to give a response straight away. When the matter is more complicated, we will give any complainant at least an initial response within 5 working days.
Making a written complaint
If you are not satisfied with our response, or wish to raise the matter more formally, please email feedback@mcrpathways.org and mark For Attention of the Deputy Chief Executive. If your complaint is about the Deputy Chief Executive Officer, please mark For Attention of the Chief Executive Officer.
All written complaints will be logged and, using our best endeavours a written acknowledgement will be sent within 5 working days.
We aim to investigate all complaints properly and give a reply within 28 working days, setting out any findings and, where a problem exists, appropriately outline actions to resolve. This could be longer depending on factors such as complexity of complaint and investigation. Should the individual responding to the complaint find that a full response is not possible within 28 days, they will write to the complainant informing them of the delay before the end of the 28 days.
Making an appeal
If you are not satisfied with the response given by MCR Pathways, you should then write to the Chief Executive Officer (or the Chair of the Board of Trustees if the initial complaint was raised with the Chief Executive Officer) stating the reasons that you wish to appeal the decision of the initial complaint.
The Chief Executive Officer will then fully investigate the complaint and respond within a further 28 working days, or will advise if additional time is required in order to complete the investigation.
The Chief Executive Officer may involve appropriate others as part of the investigation and when seeking a resolution. Complaints of a serious nature, for example regarding safeguarding, will be reported to the Board of Trustees as appropriate.
Any decision made following the appeal will be final.