Complaints Policy

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• Provide a clear and accessible process for submitting complaints.
   
• Ensure all complaints are handled consistently and fairly.
   
• Use feedback to improve our services and prevent future issues.

Email: DPO.GKAD@GMAIL.COM

• Your full name and contact details
   
• A clear description of the issue
   
• Any relevant dates, locations, and individuals involved
   
• Any supporting evidence, if available

• Clients and their families.
   
• Volunteers and staff.
   
• Supporters and donors.
   
• Members of the public.
   

If you are unable to make a complaint yourself, you may appoint someone to act on your behalf, such as a carer or advocate.

 We aim to acknowledge receipt of your complaint within 5 working days. A full response will be provided within 20 working days, outlining the steps taken to investigate and resolve the matter. If the complaint requires more time to investigate, we will keep you informed of the progress and provide an estimated timeframe for resolution. 

Complaints will be handled by a team member who is impartial and has not been involved in the matter being complained about. The process includes: 

• Reviewing the details of the complaint.
   
• Gathering relevant information and speaking with those involved.
   
• Determining whether the complaint is upheld and identifying any actions required.
   
• Communicating the outcome to you and any steps we will take to address the issue.

 We expect all complainants to engage respectfully. We reserve the right to refuse to investigate complaints that are: 

• Abusive or threatening.
   
• Vexatious or malicious.
   
• Repetitive without new information.

We keep a record of all complaints and use this information to:

• Identify areas for improvement.
   
• Review and update our policies and procedures.
   
• Provide training to staff and volunteers.

This policy will be reviewed annually to ensure it remains effective and relevant.