We value feedback from anyone who comes into contact with our charity - it helps us to make sure we are always doing our best for the people we work with and the communities we work in.
If you would like to submit a complaint, please follow the following process:
Who can complain?
- Anyone who is a user of the service
- An advocate may complain on your behalf if they have your written consent
- A parent/guardian may complain on behalf of a child
What can you complain about?
- Any part of the service that you have received
- A decision made about you that affects you
- Being denied a service
- A change in service provision
- A member of staff
Important things to note:
All complaints will be taken seriously. You have the right to complain when you are unhappy with the service. If you make a complaint, then you will not be treated differently following the complaint. The service sees complaints as a way to improve what we do.
You can bring a family member/advocate to any meeting relating to the complaint
Complaints involving staff:
If you wish to make a complaint about a staff member.
Tell one of the team and you will be referred to a manager, who will help you follow the process.
Note that the staff member will be informed that a complaint has been made against them.
If you want to complain about the manager then the complaint can go to someone more senior, again let a member of staff know.
Complaint Process
If you tell a staff member about a complaint, the staff member will try to resolve the issue with you, or they may ask you to speak with their manager to try to resolve the issue quickly and informally.
If you are still unhappy then your complaint will be classed as a ‘formal complaint’ which will need to be written down and sent to complaints@catalystsupport.org.uk or by post to our head office address: Catalyst Support, Block G, Unit 1 Nankeville Court, Guildford Road, Woking GU22 7NJ.
Complaints will deem to have been received within 24 hours if submitted via email and within 5 days if sent by post.
Once you have sent your written complaint, it will be acknowledged, and the manager will investigate the problem and respond within 30 working days.
If you are unhappy with this investigation and outcome, you can request a review, which will need to be written and addressed to the CEO via complaints@catalystsupport.org.uk or by post.
The CEO will decide if there will be a review of the outcome, and if there is, anothermanager will review all the information and make a final decision on the matter within 30 days.
Safeguarding Statement
Catalyst Support acknowledges the duty of care to safeguard adults at risk and to protect and promote the welfare of children. Catalyst Support is committed to ensuring safeguarding practice reflects statutory responsibilities, government guidance and complies with best practice in making safeguarding personal to the individual.
Safeguarding is part of our everyday work. We work with people to understand what being safe means to them and ensuring we work with our partners on the best way to achieve this. We concentrate on improving people’s lives while protecting their right to live in safety, free from bullying harassment, abuse, discrimination, avoidable harm and neglect. We make sure we share concerns quickly and appropriately.
Catalyst Support will support anyone who, in good faith, reports any concern that a child, young person or adult is at risk of, or may actually be, being harmed.
If you have a concern, please contact our Designated Safeguarding Lead on 01483590150 or email safeguarding@catalystsupport.