Contact

Anne Coyle: 01224 970408

George Evans: 01224 868605

Agnes Soo: 01224 869138

Eszter Nagy-Zanathy: 01224 869645

Elisabeth Phethean: 01224 861200

Sebastian Mihaiescu: 01224 869250

RAISING A CONCERN/COMPLAINT POLICY

A procedure for resolving issues of mutual concern between students (residents) or their representatives and the Beannachar Community.

A Concern/Complaint Procedure

The welfare of the students at Beannachar concerns everyone who has regular contact with them. The Beannachar Management Group members at Beannachar are aware that parents, in particular, may not wish to raise a specific concern for fear of causing bad feeling. However, the aim in resolving any concern or complaint is to improve the quality of life of the students. It is important that concerns are raised, so that they may be explored in a spirit of cooperation. Therefore, the Beannachar Management Group welcome any comments, concerns or criticisms from students, parents, relatives, social workers, befrienders, advocates, doctors or any person with a legitimate interest. Anyone who wishes to, may ask another person to help them to express their concern or complaint.

1. If you wish to express a concern, you should speak to the relevant House Co-ordinator and or Registered Manager. It is our aim, and commitment to our students and their representatives that a concern can be resolved without progressing to a compliant.

2. However, where you feel it is necessary to make a formal complaint, please do so in writing to the relevant House Co-ordinator and Registered Manager. You may, if you prefer, ask a House Co-ordinator to write your complaint down for you. You may also want to use an advocate service, the details of which are at the end of this policy.

3. Your complaint will be acknowledged in two working days. It will be fully investigated, in confidence.

4. Your complaint will be dealt with as quickly and as sympathetically as possible. Within 28 days of submitting your written complaint you can expect to receive a written reply that explains the outcome of the inquiries into your case. If the response cannot be made within that period, you will be sent a letter explaining the delay.

5. On receiving notification of the response to your complaint you may feel dissatisfied with the decision. You can, if you wish, write within 28 days and request that the decision be reviewed by the Board of Trustees of the Beannachar Community.

6. If you are not satisfied with the decision of the Board of Trustees of the Beannachar Community, you may write within 28 days and ask for their decision to be reviewed by an independent review body, which will consist of three people who are independent of any Camphill Community.

The staff at Beannachar expect that any complaint will be seen in relation to the service that Beannachar sets out to provide, as outlined in the ‘Terms and Conditions’ and ‘The Statement of Intent’. Any person should also feel able to raise issues which do not constitute a complaint, but which reflect their concern for the well-being of the students.

The staff at Beannachar undertake to reply promptly to any concern or complaint. Similarly, the staff at Beannachar wish to be notified promptly if their reply to a complaint is not thought to be satisfactory. A record will be kept by the Registered Manager at Beannachar of all concerns and complaints, and of the response made.

Beannachar Community is registered with the Care Inspectorate and the Inspection Officer visits Beannachar regularly.

This Concerns and Complaints Procedure does not affect your right to contact the Care Inspectorate, Aberdeenshire Social Work Department, your Councillor, Member of Parliament or any other relevant person.

Useful Addresses:

The Registered Manager

Beannachar Limited

South Deeside Road

Banchory-Devenick

Aberdeen

AB12 5YL

01224 869250

maria.peter@beannachar.org

Aberdeenshire Social Work Department

Viewmount

Arduthie Road

Stonehaven

AB39 2DQ

01467 538533

Chair of Trustees

Jeannie Carlson

Beannachar Limited

South Deeside Road

Banchory-Devenick

Aberdeen

AB12 5YL

01224 869250

jeannie.carlson@beannachar.org

Care Inspectorate

Compass House

11 Riverside Drive

Dundee

DD1 4NY

0345 600 9527

Where you may need help to make a complaint, an independent advocacy service may be able to help. More information about these services can be found at: Scottish Independent Advocacy Alliance, 18 York Place, Edinburgh, EH1 3EP. Website: www.siaa.org.uk Tel: 0131 510 9410 Email: enquiry@siaa.org.uk