1. Policy statement

 

1.1  Coventry PCF strives for high standards in service delivery and operations. It welcomes feedback from members, professionals, and anyone who works with us, on all aspects of our operations and aims to deal with complaints in an honest and open way. Such feedback is invaluable in helping us evaluate and improve our work.

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1.2  The objectives of the Coventry PCF Compliments and Complaints Policy are to: ensure everyone knows how to provide feedback and how a complaint will be handled and ensure that complaints are dealt with consistently, fairly and sensitively within clear timeframes.

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1.3  Coventry PCF will ensure that complaints are listen carefully, investigated fully and in accordance with the General Data Protection Regulations.

 

2. Definition of a complaint

 

A complaint is any expression of dissatisfaction by a stakeholder, whether justified or not. Complaints of a very serious nature e.g. fraud or sexual harassment will always be prioritised by the Chairpersons of the Coventry PCF Committee. 

 

3.  Compliments and Complaints Procedure

           

3.1  Compliments:  Any verbal or written compliments will be passed to the Forum  Committee.  

3.2  Complaints There are two internal stages to the complaint’s procedure. Anyone who is not satisfied at the end of Stage Two should progress their complaint for external review.  

 

Stage One

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3.3  Coventry PCF aims to settle complaints quickly and satisfactorily.  The complaint may be resolved informally by way of an apology or by providing an explanation to the user.

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3.4  Individuals wishing to make a complaint should contact the Chairperson of the Forum by emailing covpf@entrustcarepartnership.org.uk.

 

3.5  ​On receipt, each complaint will be logged by Coventry PCF and the Chairpersons of the Coventry PCF Forum Committee will appoint a Coventry PCF Member to review the complaint.  

3.6  Complaints will be acknowledged within 5 working days. The complaints will be fully investigated and a written response provided to the complainant within 20 working days by a member of the Coventry PCF Forum Committee.

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3.7  Individuals will be advised that if they are not satisfied with the response to their complaint, they may appeal within 10 working days and progress to Stage Two.

 

Stage Two

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3.8  The Coventry PCF Chairperson will be given the results of the complaint and will either accept them or investigate the matter further and communicate the outcome and any action(s) to the complainant within 20 working days, in writing.

 

Stage Three: Independent Review

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3.9  If you have complained to us and have not received a response or you are not satisfied with the response you have received after Stage Two, then you should contact our regional Contact Parent Participation Advisor. Details of Contact Parent Participation Advisors can be requested by emailing parent.participation@contact.org.uk.

 

4. Anonymous Compliments and Complaints

 

Compliments and complaints received anonymously will be recorded and considered, but action may be limited if further information is required to ensure a full and fair investigation.

 

5. English as a second language

 

If the complainant does not speak English as a first language or as a preferred first language or has difficulties with written English, the person concerned can ask an interpreter to support them to complain verbally.  Coventry PCF will do its best to assist in finding an interpreter where required but will not be liable for any cost.

 

6. General Data Protection Regulation

 

6.1  Coventry PCF will hold personal data about the complainant, which the individual provides and which other people give in response to investigating the complaint. This data will be held securely and only used in relation to the complaint. The identity of the person making the complaint will only be made known to those who need to consider the complaint and will not be revealed to other people or made public by Coventry PCF. However, it may not be possible to preserve confidentiality in some circumstances, for example, where relevant legislation applies or allegations are made which involve safeguarding and/or the conduct of third parties.

 

6.2  In the case of a compliment any data about an individual will only be shared with that individual’s permission.

 

6.3  Under the General Data Protection Regulations, individuals have a right to obtain a copy of any personal data that we hold. Coventry PCF will normally destroy its compliments and complaints files and therefore any individual data specifically relating to those complaints six years after the compliment has been made or the complaint closed.

 

7. Monitoring and Lessons Learnt

 

Compliments and complaints are an important tool which, alongside data provided by surveys, user feedback and focus groups, allow Coventry PCF to learn and grow. They provide a useful source of information about how others see our services and how we are serving our members. They will be considered on a regular basis by the Coventry PCF Forum  Committee. Questions or comments about this policy?   covpf@entrustcarepartnership.org.uk

 

 

Approved: May 2025

Responsibility of: Coventry Parent Carer Forum Committee

Next review date: May 2028