This procedure sets out the steps that Liverpool Hope Students’ Union (LHSU) Advice Centre take when we receive a complaint from service users, an organisation or member of the public.

LHSU Advice Centre is accountable to its users. Therefore, the LHSU Development Manager (hereafter ‘the Manager’) undertakes to investigate all complaints and, if the complaint is upheld, rectify any issues.

Except in exceptional circumstances, the complaint should relate to an interaction with the Centre or its work within the last three months.

When a service user, an organisation or a member of the public wishes to complain about the Centre’s service the following procedure should be adopted: The complainant should be given a copy of the complaints leaflet and invited to complete the complaints form attached. (The leaflet and form will also be easily available online). If the complainant does not wish to, or is unable to, put the complaint in writing a verbal statement of complaint shall be accepted. It shall be the duty of the Manager to ensure that details of any verbal complaints are noted and that the complainant agrees the notes as a correct record.

The complainant should be invited to speak to the Manager to discuss the complaint with them. This can be done in person or by phone and the Manager should keep a clear record of the conversation.

The outcome shall normally be given in writing and the level of redress (see Redress section) should also be detailed where appropriate. The Manager shall be available to explain the outcome should a complainant wish. The complainant should be informed of the next stage of the complaints procedure should they remain dissatisfied.

Stage 1 should normally be completed within 5 working days of receiving the complaint. However, staff absence, leave and training commitments will sometimes necessitate a longer time frame. The complainant should be informed in advance of any delay.

If the complainant is dissatisfied with the outcome of the initial complaint process they should be invited to pursue their complaint by submitting a letter to the Chair of the Board of Trustees.

Where a complainant is unable to put the complaint in writing the Manager should offer assistance by writing down the details of the complaint and the reasons for wishing to progress to Stage Two. The Manager should read these details back to the complainant for agreement as to their accuracy.

Providing this complaint is properly pursued within one calendar month of the Stage One decision, the complaint will then be referred to a Complaints Panel.

In conjunction with the Chair of the Board of Trustees, the Manager will convene a panel consisting of three Board members. None of these Board members will have had any prior involvement in the case.

The panel will notify the complainant in writing that they are dealing with the matter. The panel will review Stage One and may seek further clarification from any of the parties involved. If necessary, this may include interviewing the complainant.

The panel will normally notify the complainant of their decision and reasons for the decision within 15 working days of having received the complaint – unless they notify the complainant of a reason for delay. The panel’s decision is final and the panel will report their findings and decision to the next full meeting of the Board.

If the Manager, or the complaints panel, find that the complaint is upheld then redress will be offered to the complainant.

In deciding the level of rectify the Manager, or complaints panel, should make their decision based on the facts of each case and the loss or inconvenience incurred by the complainant.

Options include:

• An apology, written or verbal from the SU Development Manager.
• An undertaking and subsequent report on improving or developing policies/procedure where these appear to be at fault/absent.
• Agreement to undertake specific work on behalf of a service user.
• In exceptional cases financial compensation can be paid. In these cases decisions must be considered by the complaints panel or similar panel consisting of three Board members.

 

NB. Before any of the above options are taken advice should be sought to ensure that professional indemnity insurance issues are fully explored.