ÐÏࡱá > þÿ þÿÿÿ ÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿì¥Á Yà ð¿ 7 bjbj–™–™ ØÇ ôó\ôó\7 ÿÿ ÿÿ ÿÿ · ö ö n n n n n ÿÿÿÿ ‚ ‚ ‚ ‚ Ž ‚ 5 ¬ ¢ ¢ ¢ ¢ ¢ y y y ´ ¶ ¶ ¶ ¶ ¶ ¶ $ á ¶ —" Z Ú n y 9 @ y y y Ú n n ¢ ¢ — ï » » » y n ¢ n ¢ ´ » y ´ » » 4 € ¢ ÿÿÿÿ àU—ú!sÎ ÿÿÿÿ ‰ L   0 5 T , ñ" ¥ ñ" € ñ" n € y y » y y y y y Ú Ú » y y y 5 y y y y ÿÿÿÿ ÿÿÿÿ ÿÿÿÿ ÿÿÿÿ ÿÿÿÿ ÿÿÿÿ ÿÿÿÿ ÿÿÿÿ ÿÿÿÿ ÿÿÿÿ ÿÿÿÿ ÿÿÿÿ ÿÿÿÿ ÿÿÿÿ ÿÿÿÿ ÿÿÿÿ ÿÿÿÿ ñ" y y y y y y y y y ö > 4 : COMPLAINTS POLICY AND PROCEDURE Purpose Carer Support Wiltshire aims to provide the best possible service to Carers in Wiltshire. There is a process for evaluating the quality of the service and a culture that encourages and welcomes comments and suggestions that will help to ensure consistently high standards of service are provided. Carer Support Wiltshire recognises that there may be occasions when individuals find that the quality or level of service provided is considered to be less than could be reasonably expected. We hope that these matters will be easily resolved in discussion with the Chief Executive. If the conduct of the Chief Executive is involved, a discussion with the Chairperson of Carer Support Wiltshire will be arranged. Procedure The following procedure should be used if any matter is unsatisfactorily resolved, after discussion with the Chief Executive Officer. An adviser, friend or advocate can assist an individual through any stage of this process: The Chief Executive shall acknowledge in writing the receipt of any complaint normally within seven days. The Chief Executive shall undertake to investigate the circumstances leading to the complaint The Board of Trustees shall be regularly informed of the number and nature of any complaints and how they are dealt with. The Chief Executive shall communicate the results of the inquiry to the complainant within a reasonable time (normally twenty-one days). The complainant shall have the right, if dissatisfied with the results of this inquiry to put his/her case personally to the Chairperson or delegated member of the Board of Trustees, either verbally or in writing. Where appropriate, a written apology shall be made to the complainant signed by the Chair of the Board of Trustees. Individual's rights to confidentiality will be respected. With the complainant's permission a full record of the complaint and its outcome will be retained in offices. Reference and details of the complaint should however be kept in all circumstances. Reviewed March 2013 Due for Review March 2014 . $ % - Y ø ù š › 3 4 6 7 òßÉßɵŸŠŠpŠ^Š^Š^ŠZV h’u£ hÄtj "hÄtj CJ OJ QJ ^J aJ mH sH hR9Ž hÄtj CJ aJ mH sH hR9Ž hÄtj CJ aJ (hR9Ž hÄtj CJ OJ QJ ^J aJ mH sH +hR9Ž hÄtj 5CJ OJ QJ ^J aJ mH sH 'hÄtj 5>*CJ OJ QJ \^J mH sH *hE hÄtj 5CJ OJ QJ \^J mH sH $hÄtj 5CJ OJ QJ \^J mH sH j hÄtj UmH nH u $ % - ˆ ‰ X Y ø ù æ ç Q R ° ± + , ÷ ÷ ÷ ÷ ï ï ï ï ï ê ê ê ï å à ï ï Õ ï Õ ï Æ ï $ &