Complaints Procedure Flow Chart - The Fed

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Charity Number: 1117126. Co Ltd by Guarantee: 5858766. Complaints Procedure Flow Chart. Written complaint form sent or downloaded from website. Email.
Updated November 2011

Complaints Procedure Flow Chart Complaint regarding FJS

Email

In person

Post

Telephone

Written complaint form sent or downloaded from website Complaint given unique reference number Logged on complaints register Sent to complaints investigator Complaint acknowledged within 3 working days of receipt Complaint fully investigated by relevant manager and written response within 21 working days of receipt Complaints register updated and pending complaints flagged for follow up – register reviewed by Quality Assurance Committee Unresolved

Resolved

Individuals not satisfied with the outcome have 14 days to appeal Stage Two FJS Director appointed to investigate and communicate outcome within 21 days (If longer than 21 days is required a holding letter with final date for conclusion will be sent)

Resolved

Unresolved Stage Three

The Quality Assurance Committee will investigate and respond within 21 days

Uphold action taken in Stage

Change Stage 2

Charity Number: 1117126 Co Ltd by Guarantee: 5858766