At the Purple Elephant Project (PEP), we are committed to making sure that all children, young people and families who are involved in any of our support activities have a positive and rewarding experience. However, we recognise that there may be occasions when there is a concern that needs to be investigated. We encourage a free and open culture in our relationships and therefore need anyone who has a concern about the conduct of any member of our workforce or the way in which PEP is run, to raise this as soon as possible. In most cases, we expect that issues will be resolved in an appropriate, timely and effective way with the relevant member of our workforce, however, if a complaint is raised which needs a more formal investigation and response, PEP has a procedure in place to make sure that the complaint can be dealt with as quickly as possible and in the best interests of all those involved.
Diversity, Equity and Inclusion Policy
Child protection and safeguarding Policy
Confidentiality Policy
This policy outlines the Purple Elephant Project’s commitment to handling any complaints about the conduct of a member or our workforce or the way PEP is run, in an appropriate, timely and effective way. It also sets out the process for raising a complaint and how this will be handled.
Complaint
We define a complaint as an ‘expression of dissatisfaction’ about the standard of service we provide. Complaints will normally fall into one of four categories:
We do not consider an enquiry about a service or an initial request for a service or an explanation of PEP’s policy position as a complaint. However, comments on any aspect of our work are welcome, as this would help us in monitoring and improving our standards.
We will deal with your complaint as quickly as possible. We will be fair, courteous and helpful. We will also treat complaints seriously, confidentially and in line with our Diversity, Equity and Inclusion policy. PEP will keep you informed and will also keep written records and monitor all complaints.
Level 1
You can make a complaint verbally or, preferably in writing, to any member of the PEP workforce. If your complaint relates to a specific member of the workforce, or the support you have had from them, the first step is to raise this with them and they will do their best to resolve your complaint. Complaints must be made within six months of the incident occurring. We will try our best to resolve your complaint immediately. However, if this is not possible, your complaint will be acknowledged within five working days and will be passed on to the appropriate manager, who will investigate it and send a written reply to you within ten working days.
Level 2
If, after this initial contact, you feel that your concern has not been addressed, you need to contact the PEP office by emailing [email protected] and ask for a review of your complaint. You will receive a reply from a member of the Senior Management Team within 21 working days. If, after reviewing the complaint, discrepancies are discovered in our procedures, we will carry out a further investigation. If, after we have reviewed the procedures, we are happy that they were followed correctly, and your complaint has been addressed, the matter will be closed.
Level 3
If you are dissatisfied with the review, you have a right to appeal to the Chief Executive Officer (CEO). The CEO will review your complaint, and you will receive a reply within 21 working days. In the case of more serious complaints this may take longer, but we will keep you informed of progress. The Purple Elephant Project will only review an original response to a complaint once, and when we are satisfied that the response and the outcome were satisfactory, there will be no further investigation or appeal. If your complaint is about the actions of the CEO, you can raise this by sending an email message to the Chair (Ali Newman) of the Board of Trustees [email protected]
If, following the investigation of your complaint, there is evidence that we have failed in some way we will offer:
We make sure that all complaints are recorded and monitored to ensure that we do not repeat any mistakes that may have been made.
This policy outlines the Purple Elephant Project’s commitment to handling any complaints about the conduct of a member or our workforce or the way PEP is run, in an appropriate, timely and effective way. It also sets out the process for raising a complaint and how this will be handled. If you have any queries about this policy, please contact the CEO at PEP.
