We are committed to giving you the best service we can. We welcome feedback about our services and use it to help us learn and improve. However, there may be a time when you need to complain about a service we have provided, or about a member of staff, volunteer or someone acting on behalf of Addiction Family Support.

Feedback and complaints

You do not need to make a formal complaint to tell us that you disagree with a decision or think we could do something differently. We welcome feedback about our services, including changes to the way they are designed or delivered.

Our complaints procedure is for:

• People who have used our services and are unhappy with the service they received
• People who feel they have not received a service that we said we would provide
• People who are unhappy about the attitude, behaviour or treatment of a member of staff, volunteer or someone acting on behalf of Addiction Family Support
• People who are unhappy about the way an AFS decision affecting them was communicated or implemented
• People who are unhappy about an aspect of our fundraising activities

Our complaints procedure is not an appeal process against properly authorised decisions about how Addiction Family Support designs or delivers its services. This includes decisions to introduce, change, replace, reduce or close a service or programme.

You can, however, complain about how such a decision was communicated or implemented, including whether you were treated fairly and respectfully, whether reasonable notice was provided, whether we followed our procedures, or whether support that had been agreed was provided.

We will make sure that your complaint is:

• Treated seriously
• Handled fairly and objectively
• Free from bias or discrimination
• Treated confidentially
• Handled in a way that is proportionate to the issues raised

You should normally complain within three months of the event or outcome you are complaining about. We may consider a complaint made outside this period where there is a reasonable explanation for the delay and it is still possible to investigate it fairly.

You should tell us:

• What you think went wrong
• When it happened
• Who was involved, if known
• Why you are dissatisfied
• What you think we should do to put it right
• Your name and contact details if you wish to receive a response

When someone else complains on your behalf, we will normally need written confirmation from you saying that you agree for them to do so.

Anonymous complaints will be considered where there is enough information for us to investigate them, although this may limit our ability to respond.

To make a formal complaint, contact the Chief Executive Officer by emailing [email protected] or by writing to:

Addiction Family Support
86–90 Paul Street
London
EC2A 4NE

If your complaint concerns the Chief Executive Officer, it should be sent to the Chair of Trustees.

What happens next

We will acknowledge your complaint within five working days.

We will first consider the issues you have raised and decide which fall within our complaints procedure. If an issue should be dealt with under another procedure, such as safeguarding, whistleblowing or an employment procedure, we will explain this where appropriate.

An appropriate manager or trustee who has not previously been involved will investigate your complaint.

The nature and extent of the investigation will depend on the seriousness and complexity of the complaint. It may include reviewing records, obtaining written information, speaking with you and speaking with relevant staff or volunteers. Not every complaint will require formal interviews.

Where a complaint concerns an organisational process involving several people, we will investigate the underlying issues rather than automatically treating the complaint as an allegation against each individual involved.

We aim to complete our investigation and respond within 20 working days. If this is not possible, we will explain the reason for the delay and provide an updated timescale.

Our response will explain:

• The issues we considered
• What we found
• Our conclusions
• Any action we intend to take, where appropriate
• Any learning or improvements identified

Each substantive part of a complaint will normally be found to be upheld, partially upheld, not upheld, or unable to determine because there is insufficient evidence.

Where we have fallen below the standards you should reasonably expect from us, we will apologise where appropriate and consider what action should be taken.

This could include an explanation, correction of information, improved communication, staff or volunteer guidance, training, or changes to our policies or procedures.

An upheld complaint does not automatically mean that the particular outcome requested will be provided. In particular, where a complaint concerns how an organisational or service decision was communicated or implemented, this does not necessarily mean that the underlying decision will be reversed.

If you are not satisfied

If you remain dissatisfied with our response, you may request a final review within 20 working days.

The review will normally be undertaken by a Trustee, the Chair of Trustees or, where appropriate, an independent reviewer or panel appointed by the Board.

The reviewer will consider whether:

• Your complaint was properly investigated
• The conclusions reached were reasonable
• The correct procedures were followed
• Any significant new information needs to be considered
• Any further action is necessary

A review is not normally a complete reinvestigation of your complaint. Its purpose is to consider whether the original complaint was handled fairly and reasonably.

We aim to provide our final response within 20 working days. This concludes Addiction Family Support’s internal complaints process.

Taking it further

If you remain dissatisfied after completing our internal complaints process, you may wish to contact an appropriate external organisation depending on the nature of your complaint.

The Charity Commission regulates charities in England and Wales but does not usually investigate complaints about service delivery. It may consider concerns involving serious misconduct or mismanagement.

www.gov.uk/complain-about-charity

If your complaint concerns our fundraising activities, you may wish to contact the Fundraising Regulator.

www.fundraisingregulator.org.uk

For concerns about how we have handled your personal information, you may wish to contact the Information Commissioner’s Office (ICO).

www.ico.org.uk

Safeguarding concerns

If the information you provide suggests that a child or adult may be at risk of harm, safeguarding takes priority over the complaints process and we will follow our safeguarding procedures.