Complaints policy
1. Introduction
The Glasgow Centre for Inclusive Living (GCIL) is a Disabled People’s Organisation, (DPO) controlled and run by disabled people, delivering quality services that empower equal rights, choice and control.
2. Purpose
The Glasgow Centre for Inclusive Living (GCIL) is committed to delivering high-quality services. We recognise that feedback, including complaints, provides valuable opportunities for improvement. This policy ensures that complaints are handled fairly, transparently, and efficiently, respecting the rights and privacy of all parties involved.
3. Definition of a Complaint
A complaint is any formal expression of dissatisfaction regarding:
- The standard of service provided.
- The behaviour or conduct of staff members.
- Service failure, unmet expectations, or breach of agreement.
- GCIL’s policies, practices, or procedures.
General feedback or casual expressions of dissatisfaction that do not require formal investigation are handled separately.
4. Submitting a Complaint
Complaints can be submitted through:
- Telephone
- In writing
- Face-to-face
A single point of contact will be assigned to manage communication with the complainant. Complainants are encouraged to designate one representative for consistency.
5. Acknowledging Complaints
Complaints will be acknowledged within two working days, including:
- Confirmation of receipt.
- Contact details of the assigned point of contact.
- An overview of the process.
- An estimated timeframe for a full response (usually within seven working days).
6. Investigating Complaints
A designated staff member, supervised by senior management if needed, will conduct an impartial investigation, which may involve:
- Reviewing relevant information.
- Interviewing involved parties.
- Gathering additional evidence.
- If more time is required, the complainant will be informed of the delay, reasons, and revised timelines.
7. Roles and Responsibilities
Upon completing the investigation, a full written response will be provided, including:
- A summary of the complaint.
- Investigation findings.
- Actions taken to resolve the issue.
- Measures to prevent future occurrences (if applicable).
- Options for further follow-up if required.
If unresolved, the complainant may request escalation to a senior manager, who will review the case and respond within five working days.
8. Escalation Process
Should a complaint remain unresolved:
- It will be escalated to senior management for further review.
- The complainant will receive updates on the escalation process.
- Senior Management’s decision will be final, subject to external resolution avenues if applicable.
- We will always try to resolve your concerns fully, but if you are not happy with our response to your complaint you can seek advice from outside of GCIL.
9. Staff Involvement
Staff involved in complaints will be informed at appropriate investigation stages. Senior management will ensure the process is conducted respectfully and confidentially.
10. Confidentiality and Record-Keeping
All complaints will be handled in compliance with data protection regulations and are kept confidential as far as it is appropriate to do so. A central complaints log will record details and outcomes to facilitate regular reviews and improvements.
11. Review Cycle:
This policy will be reviewed annually to ensure that it remains relevant, effective, and aligned with staff needs. Next Review Date: Jan 2026
