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Queen's Award for Voluntary Service Winners 2022

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Complaints Policy and Procedure


To establish TMSTC(NW)’s policy in respect of complaints received from any source (excepting staff grievance, see PP07) and the procedure for dealing with them.


TMSTC(NW)’s Policy concerning complaints is summarised as follows

2.1 Any genuine complaint will be taken seriously, investigated thoroughly and responded to without delay.

2.2 Every genuine complaint will be handled by staff or management, as appropriate, in accordance with TMSTC(NW)’s official complaints procedure.

2.3 The Centre Manager shall be responsible for ensuring that full details of any complaint and the resolution thereof are fully recorded (and accompanied by any relevant correspondence or other material) and safely retained.


3.1 General

3.1.1 Anyone wishing to make a complaint should first refer to a member of staff or their usual TMSTC(NW) contact and make their complaint verbally and in person.

3.1.2 Anyone receiving a verbal complaint shall hear the complaint and deal with the complainant with patience and courtesy and if within his/her area of competence, seek to resolve the problem. If the complaint is judged to be of a more serious nature or outside his/her remit the complainant should be requested to be seated in the social area whilst the issue is referred to a supervisor or the Centre Manager, either of who should endeavour to resolve the complaint.

3.1.3 In the event of a resolution not being possible or in the absence of the Centre Manager the complainant should be invited EITHER to put the complaint to the Centre Manager in writing, OR to make an appointment to meet with the Centre Manager in order to discuss the complaint.

3.1.4 Should the Centre Manager be unable to settle the issue that is raised then the Centre Manager will refer the matter to a nominated Trustee or the Vice-Chairman or Chairman of Trustees for advice and adjudication. If required, the Trustee or Chairman shall refer to TMSTC(NW)’s legal advisor for guidance. If the complainant is still dissatisfied with the result, then the complainant should be advised to seek independent advice from an appropriate organisation such as the Charity Commission or The Commission for Healthcare Audit and Inspection (CHAI) at Peter House, Oxford Street M1 5AN or tel: 02074489200.


3.2 Verbal Complaints

3.2.1 These should, wherever possible, be taken and heard in a private area or quiet place removed from the interest and involvement of third parties. If there is any risk that the complainant may become abusive or violent then two members of staff should be present. 

3.2.2 Must always be courteously dealt with and heard in full. Interruption(s) should be avoided, and arguments must not be allowed to start to develop.

3.2.3 If no immediate nor amicable resolution appears possible then the complainant should be offered options as under 3.1.3.

3.3 Written Complaints

3.3.1 Their date of receipt must always be recorded.

3.3.2 Copies of the complaint must be sent to TMSTC(N) personnel and/or Trustees, who may have or may have involvement or issue(s) raised. ON THE DAY OF RECEIPT OF THE COMPLAINT.

3.3.3 Receipt of any written complaint should be acknowledged by return.

3.3.4 Any written complaint shall be resolved by inviting the complainant to meet the Centre Manager at a mutually convenient date and time, at the Centre to discuss the issues and seek a resolution.

3.4 Telephone Complaints

3.4.1 These should be politely but firmly refused and the complainant to accept one of the options under General 3.

3.4.2 If this course cannot be made acceptable, the Centre Manager or senior staff member present shall deal with the call, stating that according to Company Policy there can be no resolution without an acceptable and clear statement of the complaint and a subsequent meeting to facilitate a resolution.

Doc PP25  Rev 001