Complaints
A guide to our complaints procedure
Scope is committed to achieving the highest standards in all its activities but acknowledges that from time to time complaints will arise. The procedure is available to those using Scope services and the wider public who are affected by Scope’s services.
“Complaints are really positive – they give us an opportunity to improve things, both for ourselves and for other people.”
What is a complaint?
Scope defines a complaint as “an expression of discontent by a person or persons receiving a service from the charity that cannot be immediately resolved at the point of delivery, and about which the complainant desires that follow-up action is taken and a response provided.” We will use your complaint as an opportunity to learn and to improve the services we deliver.
Complainants are entitled to raise a complaint in their preferred method of communication. Some complainants may choose to raise their complaint directly, whereas others may seek support from a relative or a friend. On some occasions a service user may choose to raise a complaint directly with the line manager for a service, or with a senior manager at Scope’s central office.
All complaints should be acknowledged within five working days of the complaint being received. Complainants should be advised of any immediate action being taken in response to their complaint and given an indication of when they should expect to receive a full response to it. Complaints should be responded to within 25 working days of their receipt.
If you have any questions about the complaints procedure, would like to receive this information in another format or would like to make a complaint, you can contact us at:
Scope
6 Market Road
London N7 9PW.
Phone: 020 7619 7156
Fax: 020 7619 7194
Email: complaints@scope.org.uk
Or, you can contact Scope Response free on 0808 800 3333, or email response@scope.org.uk
You may want to ask a friend, relative or professional representative, such as an advocate (someone who can speak for you) or a support worker, to help you make a complaint. If you or someone representing you want a full copy of our complaints procedure, we will send it to you.
When should you complain?
When you have a concern or you are dissatisfied with any aspect of Scope's services or activities.
Why should you complain?
Scope's Complaints Resolution Procedure is based on the firm belief that those who use Scope's services, or who are clients of Scope, should be able to complain if any aspect of Scope's services or activities does not achieve the high standards you have a right to expect.
Who can complain?
All Scope's clients, service users, parents, carers, volunteers and customers can complain about any of Scope's services or activities.
What will happen after I complain?
We aim to make sure we sort out your complaints in line with the timescales set out in our complaints procedure. We will keep your complaint confidential as far as possible, but we may need to share information with other people who need to know about the complaint in order to sort it out. We will handle information in line with the Data Protection Act.
How to complain
By emailing complaints@scope.org.uk
By calling Scope Response on 0808 800 3333
By calling 020 7619 7182
By faxing 020 7619 7194
By writing to Complaints Department,
Scope,
6 Market Road,
London, N7 9PW
Further help with making your complaint
You may want to ask someone to help you make your complaint; a friend, relative or an independent advocate.
For advice on finding an independent advocacy service in your area you can contact Scope Response.
