Complaints Procedure

1. Purpose

At CASEwork, we are committed to delivering a professional and high-quality service. We take complaints seriously and view them as an opportunity to learn, improve our services, and maintain trust with our clients.

2. Scope

This policy applies to all clients and stakeholders of CASEwork who wish to raise a concern or lodge a complaint about any aspect of our services, conduct, or performance.

3. Policy Statement

• All complaints will be treated with courtesy, confidentiality, and impartiality.
• We aim to resolve complaints promptly, fairly, and efficiently.
• We will investigate complaints thoroughly and provide a clear response.
• We will use complaints as a tool for continuous improvement.

4. How to Make a Complaint

Clients may submit a complaint using either of the following methods:

By Email:
accounts@casework.org.uk

In Writing:
CASEwork Services CIC Ltd, Unit 1, Ten Pound Walk, Doncaster, DN4 5HX

Please provide the following information:

• Your name and contact details
• A clear description of the complaint
• Any supporting documents or evidence
• What outcome you are seeking

5. Procedure for Handling Complaints

Step 1: Acknowledgement

We will acknowledge receipt of your complaint within 2 business days.

Step 2: Investigation

The complaint will be reviewed by a senior staff member (not directly involved in the matter). We aim to complete the investigation within 20 business days, depending on the complexity.

Step 3: Response

We will provide a written response outlining our findings and any actions we intend to take.

Step 4: Escalation (if unresolved)

If you are not satisfied with the outcome, you may request an internal review.

We will provide you with the relevant contact details for escalation.

6. Confidentiality

All complaints will be handled in accordance with our privacy policy. Personal data will only be used for the purpose of investigating and resolving the complaint.

7. Record Keeping

All complaints and their outcomes will be documented and retained for a minimum of 6 years for quality assurance and legal compliance.

8. Review of Policy

This policy will be reviewed every three years or following any significant complaint or change in relevant regulation.