Below is the procedure to be followed should a service user/group wish to make a complaint regarding their use of Yorkshire MESMAC (YM) or the conduct of a YM worker. The service user has the right to representation of their choice at every stage of the formal procedure. A service user may be unfamiliar with the structure of the organisation and so it is incumbent on the workers at a local level, even if they are the subject of the complaint to provide relevant information regarding this procedure, on request.
Stages of Procedure
Complaints about an individual worker/group of workers should
be directed, in writing, to their immediate line manager. This
should be done as soon as possible and no later than 28 days after
the event. The line manager should convene a meeting with the
complainant and their representative (if appropriate) no later
than 14 days after the complaint, to discuss the issue.
Should the complainant fail to achieve satisfaction from the above, then the service user should submit their complaint to the YM Director. The YM Director should convene a meeting with the complainant and/or representative within 14 days of receipt of the formal complaint. If YM Director is implicated in the complaint, or if no satisfaction is achieved from above, then the complainant should be directed to the Chair of the Board of Trustees. The Chair of the Board of Trustees will convene a meeting of the Board of Trustees or their nominated representatives no later than 28 days following receipt of a formal complaint. At the meeting which considers the complaint, the service user and/or their representative, will be invited to present their grievance and the Chairperson or a representative of the Board of Trustees, will be asked to respond. The decision of the Board of Trustees will be final and will be communicated in writing to the complainant no later than 5 days following the meeting.