Complaints Policy

Section 1 – Introduction

1.1

Health Opportunities Team wishes to create a climate of free expression on all aspects of its service, including the satisfaction or dissatisfaction of its clients on any issue under the management of the Board of Directors.


Section 2 – Making a Complaint

2.1

Any person or organisation that accesses the services of Health Opportunities Team may voice their concerns in any of the following ways:

2.2

  • They may speak informally to a worker or a Director.
  • They may write anonymously to a worker or a Director.
  • They may write formally to the Managing Director or Chairperson of the Board of Directors.

2.3

Any such complaint should state as clearly as possible:

  • The nature of the complaint
  • The dates or events involved
  • The desired actions to be taken to remedy the complaint

Section 3 – Action

3.1

  • All formal complaints should be addressed to the Managing Director (or Chairperson of the Board of Directors if the complaint involves the Managing Director), who will:
  • Deal with the complaint personally within 14 days or;
  • Raise the matter as appropriate with individuals, the team, or at a Board meeting, providing that acknowledgement of the complaint is given to the complainant within 14 days;

and

  • Inform the complainant of the action being taken or;
  • Discuss with the complainant the possible actions and take on board their wishes before proceeding.

Section 4 – Where and How

4.1

Anyone wishing to make a formal complaint should write to:
Niki Powers (Managing Director) or Benjamin Napier (Chairperson of the Board of Directors)

Health Opportunities Team
1a Queens Walk
Edinburgh
EH16 4EA