Compliments, Comments and Complaints
We love to hear from our Co-workers, their families and carers, our Farm Friends, Customers and Supporters – tell us if something we have done has brightened your day so we can pass on your comments to our team to brighten their day too.
We are a small local charity and we don’t always get things right – when things go wrong we would like to know more and work with you, and our teams, to get it right next time. If you have a complaint about our service, our provision or conduct we have an online process for you to tell us more.
We also have a Compliments and Complaints Policy which you can access at anytime by contacting our Charity HQ office.
Click on this link and tell us more Prospects Trust Comments, Compliments and Complaints Form
Making an informal complaint
We do not always get it right, so if you are not satisfied with any aspect of the service provided, or the efficiency of our response, we hope that you will refer matters to the staff member that dealt with you first. They should be able to resolve the matter to your satisfaction.
Making a formal complaint
If you are still not satisfied after raising the matter informally and feel that the matter has not been dealt with properly, you are encouraged to make a formal complaint. Formal complaints are also:
- A recurring problem
- Complaint about a serious error in the services we provide.
- You have requested it to be a formal complaint
- It is a complaint about a member of staff or Trustee.
A formal complaint can be made by telephone, in person, in writing or by e-mail or by using the Complaints Form online on our website or via this link: https://forms.office.com/r/Z2a1ctFcA3
Contact details are as follows:
The Prospects Trust, Snakehall Farm, Swaffham Road, Reach, Cambridge, CB25 0HZ
Tel: 01638 741551 e-mail: enquiries@prospectstrust.org.uk
If you have difficulties with this, help can be obtained from any staff member. You may wish to seek independent advice from other organisations who may be able to assist you in putting your complaint to us.
We will try to deal with complaints as soon as possible, but this can depend on the complexity of the problem. A complaint must be made no later than 3 months after the date the event came to the notice of the complainant.
We will only accept complaints from a representative of a Co-worker under the following conditions:
- Where we know that the Co-worker has consented either verbally or in writing
- Where the service user cannot complain unaided and cannot give consent because they lack the capacity within the meaning of the Mental Capacity Act 2005 and
- Representative is acting in the service users best interest
All complaints are treated in strictest confidence, but we are unable to deal with anonymous complaints, although we will record and monitor them.
What you can expect when making a complaint to The Prospects Trust
- We will acknowledge your complaint within 10 working days
- We aim to resolve all complaints within 28 working days
- Your complaint will be handled by staff with sufficient seniority to resolve the issues
- Your complaint will be treated confidentially
- You will be kept informed of progress whilst we investigate your complaint
- You will be offered help if you have difficulty in reading, writing or understanding English
- We will apologise if we have done something wrong and will try to put things right
- We will work with you, to agree positive, realistic outcomes
If you do not feel that your complaint has been handled to your satisfaction and following the process above, it can be referred to: Chair of the Trustees (via the organisation contacts as above)
Once your complaint has been fully dealt with by the Prospects Trust, if you are still not satisfied with the outcome you can complain to the Local Government Ombudsman (LGO) The LGO provides a free, independent service. You can contact the LGO Advice Team for information or to register your complaint. The LGO will not us
