Birkheads Wild Complaints Policy and Procedure
We are committed to
Treat all complaints with seriousness and will endeavour to rectify any issue raised with a member of Birkheads Wild Staff quickly and effectively. We take any complaint as an opportunity to improve and will happily acknowledge any mistakes we have made or improvements and changes we should make.
How to make a complaint
Often the best time to deal with an issue is straight away and we would encourage anyone to speak to a member of staff about any concerns or issues they have at the first available opportunity. If this isn’t possible, or you raise an issue with a member of staff but you’re unhappy with the response, you can raise a formal complaint with us in a number of ways:
Write to us at:
Complaints,Birkheads Wild
1 Birkheads Lane
Marley Hill
Newcastle
NE16 5EL
Contact us through our website www.birkheadswild.org.uk
Send an email to info@birkheadswild.org.uk
What happens next?
We will acknowledge all complaints at the first available opportunity (ideally within 24 hours). We will outline the actions we will take to address the complaint. If an investigation is required, we will provide timescales for the investigation to take place and how we will be keeping in touch with the complainant during the investigative process.
We will communicate with the complainant using their preferred method however, there may be instances where written communication is required in order to provide a timeline and official record of actions.
Resolution
We will work with the complainant to reach a satisfactory resolution within 15 days where possible. We will provide as much information about any investigation and actions taken in accordance with our Data Protection Policy.
Complaint against Birkheads Wild Staff or CEO
Any complaint made against a member of staff or the CEO of Birkheads Wild will be dealt with in line with our internal disciplinary procedure and our Dealing with allegations of abuse against Birkheads Wild staff, sessional staff and volunteers policy.
In the event that a complaint is made against the CEO or a member of staff the Safeguarding Lead will seek advice from the Local Authority’s Designated Officer (LADO) within one working day. No member of staff or the Governing Body will undertake further investigations before receiving advice from the LADO.
Gateshead Local Authority Designated Officer (LADO)
Tel: 0191 433 8031
E-mail: LADO@gateshead.gov.uk
Phone Gateshead Council's Children's Services (in confidence) on:
0191 433 2653 (office hours: Monday - Friday, 8.30am to 5pm) out of hours 0191 477 0844
Durham Local Authority Designated Officer (LADO)
Sharon Lewis / Louise Brookes 03000 268835
First Contact Service
03000 26 79 79
CYPSLADOSecure@durham.gov.uk