Simple Guide to Making a Complaint - Parenting Apart Programme (PAP)
Your Feedback Matters
Whether it is something you liked or an area where you think we could do better, your input is invaluable. By sharing your thoughts, you help us enhance our services and ensure we are offering the best support to families going through challenging times.
We want to hear how we are doing—good or bad. You can tell us what you like, what you do not, or if something is wrong.
Whether it is a compliment, a suggestion, or a complaint, we want to know – all is welcome.
A complaint is when you are not satisfied with our service, whether it is something we did, did not do, or how we treated you.
Not Everything is a Complaint – such as asking for info or help is not a complaint. But if you are unhappy with our response, it might be.
If you are part of our programme, or affected by our services, you can make a complaint.
Making it Official – if f someone is complaining for you, we might need in writing from you saying that is okay.
Unhappy with our service? Did not get the help you expected? Let us know.
Staff Behaviour – if you are not treated right by our staff, we need to hear about it.
Just Reach Out – you can talk to us, email, write, or call. Start with the person you are unhappy with—they might be able to sort it quickly.
Need More Help – if it is a big issue, or talking did not help, contact our office directly.
Tell Us who you are, what went wrong, and how you would like us to resolve the issue.
You have 6 months from your last meeting to make your complaint. If there is a good reason for a delay, let us know.
We will get back to you in 3 days to say we got your complaint and aim to resolve it in 22 days.
If it is complex, we might need longer but will keep you updated.
If you are still upset after our response, our Company Director will take a look.
If you are still not satisfied, you can go to an Ombudsman for an outside opinion.
We Keep Improving by checking our complaint process every year to make sure it is working well.
This leaflet gives you an overview of how to make a complaint. For a complete understanding of our complaints policy and procedure, please get in touch with us. We are more than happy to provide you with all the information you need.
Complaints Policy
1. Policy Statement
1.1 Parenting Apart Limited (PAP Ltd) strives for high standards in service delivery and welcomes feedback from all those who come into contact with our organisation.
1.2 The experience of service users and other individuals is viewed as a positive opportunity to monitor our services and reflect upon how they can be improved.
1.3 These views may be expressed as
• compliments
• comments
• complaints
1.4 This document provides a full description of complaints procedures in relation to complaints within Parenting Apart Limited.
2. Definitions and Explanation
2.1 A complaint is an expression of dissatisfaction by an individual, whether it is justified or not, and can be raised against any aspect of the service we provide to clients or against the operation of the organisation
2.2 What is not a complaint?
A concern may not necessarily be a complaint. For example, a service user might express a concern during a routine request for information.
2.3 What is a complaint?
We consider a complaint to be an expression of dissatisfaction, by a service user or members of the public, about the Parenting Apart Limited standard of service provided, or action or lack of action.
2.4 Who can complain?
a. Anyone who participates in our Parenting Apart Programme, or other services that the Consultancy offers.
b. The complaint must be received directly from the participant, or from an authorised representative. We may ask you for a written mandate if someone is complaining on your behalf.
c. If you are under 16 and wish to complain, you may contact us yourself or if you would prefer, you can ask a trusted adult such as a parent, adult sibling or guardian to contact us on your behalf.
d. If you believe yourself to be a vulnerable adult, you may again contact us directly or if you would prefer, you can ask someone you trust to contact us on your behalf.
2.5 What can I complain about?
a) You can complain about things such as:
• failure to provide the service stated,
• inadequate standard of service provision,
• dissatisfaction with any of our policies,
• treatment by or attitude of any member of our staff,
• a failure to follow appropriate administrative processes
2.6 What can’t I complain about?
a) There are some things we can’t deal with through our complaint’s procedures. These include requests for us to provide some services outside the Parenting Apart Programme, requests for compensation, any issues that are in court or have already been heard by a court or a tribunal. Disagreement with a decision made by a Court, an attempt to reopen a previously concluded complaint, or to have a complaint reconsidered where a final decision has been made.
b) Please note that any complaints regarding Court assessments can only be heard within the Court process as there are strict rules regarding Court Assessments with which PAP must comply. Please raise such complaints with your solicitor in the first instance, they cannot be managed via the PAP complaints process.
2.7 How do I complain?
a) You can complain in person, or by email, in writing, or by phone. The complaint may be made by a third party acting on your behalf.
b) It is easier for us to resolve complaints if you make them quickly and directly to the member of staff to which it concerns. Please talk to the facilitator or member of our staff that you are complaining about. They can then try to informally resolve any problems on the spot.
c) If you have a wider complaint or you feel it is inappropriate to deal with the complaint in this manner, you can contact our Office.
2.8 When complaining, tell us
a) Who you are, and as much as you can about the complaint, what has gone wrong, how you want us to resolve the matter.
2.9 How long do I have to make a complaint?
a) You must make your complaint within 6 months of the last meeting. If you feel that the 6 month time limit should not apply to your complaint, please provide information as why.
3. Complaint Process
3.1 Stage one – Local Resolution
a) We aim to resolve complaints quickly. We will acknowledge your complaint within 3 working days (Day 1 will be the first working day after we receive it). We will provide you with our response at stage one within 22 working days.
b) If we have had to ask for a written mandate for a representative to make a complaint on your behalf then the 22 working days will begin when we receive the mandate.
3.2 Stage two – Investigation by the Parenting Apart Limited Company Director.
a) Stage two will be implemented in circumstances where you have already received a response at Stage one and you remain unhappy with the response.
b) The Parenting Apart Limited Company Director will review your complaint and you will receive a response from us within 22 working days. If the investigation takes longer than 22 working days, we will tell you. We will agree revised time limits with you and keep you updated on progress.
3.3 What happens if I’m still dissatisfied?
a. If, after receiving our final decision regarding your complaint, you remain dissatisfied with the outcome or how we handled your complaint, you have the option to escalate the matter to an ombudsman.
b. An ombudsman is an independent entity that investigates complaints about organizations. They provide a free, impartial service, making decisions based on fairness rather than taking sides.
c. The ombudsman’s role extends beyond resolving individual complaints. They also identify systemic issues and provide feedback to organizations to help improve their services and the handling of complaints.
d. The service provided by the ombudsman is free to use, offering an accessible option for seeking redress beyond the organization’s internal process
e. https://www.ombudsmanassociation.org/
4. Policy Review
The policy will be reviewed annually by the Company Director. It will also be reviewed in response to changes in relevant legislation, contractual arrangements, good practice or in response to an identified failing in its effectiveness
