Below is the procedure to be followed should an individual/group wish to make a complaint regarding their use of Yorkshire MESMAC (YM) services or the conduct of a YM worker. The individual/group has the right to representation of their choice at every stage of the formal procedure. An individual/group may be unfamiliar with the structure of the organisation and so it is necessary for 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 the Procedure

General complaints, comments or compliments can be directed to

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 they should submit their complaint to the YM Chief Executive. The YM Chief Executive should convene a meeting with the complainant and/or representative within 14 days of receipt of the formal complaint.

If the YM Chief Executive 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.