Complaints Procedure - ClientsStatement of intentCitizens Advice Mendip (CAM) wants to ensure that all complainants feel able to raise
complaints about the way they are being treated Who can use this procedure?Any client who is receiving or has received advice from CAM. PrinciplesComplaints should be handled according to the principles underpinning the Citizens Advice
approach to complaint handling. Types of ComplaintsCAM will typically receive five distinct types of complaint; however, we do not take this list
as definitive and where a client expresses dissatisfaction at the manner of service or advice
given, 1. Face to FaceCAM prominently displays the complaints leaflet and current complaints poster in every
location where we give advice. 2. EmailCAM includes in the footer of email advice following phrase: 'Citizens Advice Mendip has a
complaints handling procedure. 3. AdvicelineHas an automated statement in its initial message There is also the Financial Ombudsman Service (FOS)The FOS will first give CAM an opportunity to resolve the issue only then can the client or CAM refer the case through for adjudication Client Complaints ProcedureThere are four stages to the complaints process: 1. Informal ResolutionA member of staff will contact the client and try to resolve the issue informally. This can be
undertaken by a local manager to identify what the issue is. The manager should consider whether the complaint is able to be resolved by this method or is sufficiently serious that a more formal approach should be undertaken. Where there is a complaint about an issue that relates to Debt or immigration advice and so
can be referred to the FOS or the Office of the Immigration Service Commissioner (OISC)
Where a manager does resolve the issue informally, they must follow up with a letter to the
client stating what happened and how the issue was resolved. 2.Local Citizens Advice StageWhen CAM receives a formal complaint via any route it will acknowledge the receipt of the complaint within 5 working days. This acknowledgement will include; 3. Citizens Advice StageCitizens Advice will review how CAM dealt with the case, they will require a copy of the client’s file and all correspondences relating to the issue. 4. Independent Adjudicator Stage.A review of the Citizens Advice decision must be requested within four weeks of the review decision. It will be carried out by a person who is independent from Citizens Advice. Pension WiseCAM hosts a Pension Wise service delivered by Citizens Advice Taunton. Where CAM receives a complaint about this service or the person who delivers it, the client will be: Third Party Complaints ProcedureCAM is responsible for managing these complaints itself, and they are not usually eligible to be reviewed by national Citizens Advice or the Financial Ombudsman Service.
The CEO should acknowledge the complaint within five working days, and briefly explain the
third party complaint procedure.
The response should explain that if the complainant is unhappy with the way their complaint
was handled, they can ask for a review by the Chair, A request for a review by the Chair or other trustee should be acknowledged within five working days of receipt, and the final response should be sent within 20 working days. If the third party complaint is about the CEO, the Chair should do the investigation and response, and another trustee or independent person should do the review of the complaint, if one is requested.
Where a complaint is raised about fund raising this will be dealt with under the Third Party
Complaints policy and is not eligible for review by Citizens Advice. Exclusion Complaints Procedure
CAM recognises that we work hard to give advice and support to all our clients.
Unfortunately, however, there are circumstances where a manager may feel she/he has no
alternative the client is proving too demanding on time and resources, or the advice or support required is beyond the expertise or remit of CAM CAM will avoid exclusion of a client wherever possible. It will seek to resolve the issue
informally explaining the rules that govern our work, CAM may do this by contacting the client by telephone or meeting them face to face. Where this cannot be achieved a letter to the client will be issued. Exclusion is the last possible action so, before it is imposed, CAM will: But if you have withdrawn service from a client because a certain issue has been exhausted it may be that you are unwilling to discuss this particular matter, but will happily continue to advise the client on any new matters. as part of the advice process, or that the client has been correctly signposted. The manager will write to the client stating that this exclusion is temporary however, warn the client that CAM is considering excluding the client from the service. Recording ComplaintsCAM keeps a central record of complaints. The full information relating to the complaint will be held at Highfield House, Shape Medndip Campus, Cannards Grave Road, Shepton Mallet BA4 5BT The CEO is responsible for reporting to the board the complaints review. Trustee Review of ComplaintsThe CEO will report to the Trustees at each Board meeting, a review of the complaints in the previous quarter. Reasonable adjustmentsCAM will make reasonable adjustments to facilitate clients to make a complaint. See the policy below in Annex 1. ANNEX 1Citizens Advice complaints procedure – reasonable adjustments policyWe take reasonable steps in the way that we provide the complaints procedure to disabled people, so they are not disadvantaged in comparison to people who are not disabled. What is a reasonable adjustment?A reasonable adjustment involves making a change to the way that we usually do things to ensure that we are fair to disabled people. This may involve: ➢ departing from our usual practice in the way we do things, if we find that the current position places disabled people at a substantial disadvantage,
Types of reasonable adjustment we may offerWhilst we will consider each request for reasonable adjustments individually, there are some common
adjustments which we will offer as a matter of course and The adjustments will always be agreed with the person concerned to avoid making incorrect assumptions about a person's needs. Some examples of the simple reasonable adjustments that staff can make may include:➢ providing documents or correspondence in a larger font size ➢ providing documents on coloured paper or with a specific colour contrast which can help people with conditions such as dyslexia ➢ allowing a person who has a learning disability or mental health problems more time than would usually be allowed to escalate their complaint ➢ using email or the telephone in preference to hard copy letters where appropriate, which may assist those with a vision impairment ➢ speaking clearly to the people who we deal with and offering additional time to cover the issues they need to discuss- this will help everyone understand our processes and procedures ➢ using plain English appropriate to the person we are dealing with and avoiding jargon. Some other arrangements that we can provide will include: ➢ providing information on audio format - either informally or through a specialist transcription agency ➢ providing a sign language interpreter ➢ communicating with people through their representative (whether or not this is a legal representative) or advocate, if requested and approved by them ➢ helping someone who has mental health problems to understand and manage the action we are taking by arranging a single point of contact with us. We will aim to agree and deliver the required reasonable adjustments with a minimum of delay. For example, where the adjustment requested may be difficult to provide. How do we decide what is “reasonable”?The Equality Act does not define what is "reasonable" but guidance from the Equality and Human Rights Commission suggests that the most relevant factors are: ➢ Will the adjustment help in overcoming the difficulty that the disabled person may have? The adjustment should be designed to fully address the disadvantage it is meant to overcome. ➢ How practical is it to provide the adjustment? ➢ What are the resource implications of making the adjustment? ➢ Would the adjustment cause disruption to others? For example, it would not usually be reasonable for a member of staff to drop all other cases and devote all their time to one person, as others would inevitably suffer. The amount of extra time provided must therefore be "reasonable" in all the circumstances. Monitoring We will record and monitor the reasonable adjustments that have been requested and made. |