1. Purpose

The purpose of this Complaints Policy is to ensure that any complaints received by Frank Parkinson Yorkshire Trust are handled efficiently, fairly, and in a timely manner. We value feedback and aim to resolve any issues raised to ensure continuous improvement and customer satisfaction.

  1. Making a Complaint

Frank Parkinson Yorkshire Trust defines a complaint as ‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the Trust, its own staff, or those acting on its behalf, affecting a resident or group of residents.’

What is a service request?

We define a service request as a call to action from a resident or their representative for us to put something right. Service requests are not complaints. Service requests typically involve request for repairs, maintenance, inspections, safety, and security.

2.1 What is not a complaint?

  • An initial request for a service or information
  • Complaints submitted more than twelve months since the issue occurred.
  • Complaints about the actions of an organisation that is not working for or supported by Frank Parkinson Yorkshire Trust
  • Where a complaint relates to a legal matter that is already being dealt with by a solicitor
  • The complainant is anonymous unless there is sufficient documentary evidence to substantiate the complaint.

2.2 Who can make a complaint?

  • A Resident
  • A contractor or supplier
  • An advocate -This could be a family member, friend, social worker, or support worker. Advocates or representatives of the resident can raise a complaint on behalf of the resident when the resident:
  1. Is unable to complain themselves because of physical incapacity or a lack of capacity within the meaning of the Mental Capacity Act 2005.
  2. Has requested the representative to act on their behalf (we may ask for written consent from our resident that they have authorised the representative to act on their behalf,
  3. has passed away.

2.3. How to register your complaint:

 Complaints should be made in writing and sent by email to info@fpyt.org.uk:  If you are unable to do this a letter can be posted to:

Head of Operations, Frank Parkinson Yorkshire Trust, 26 Frank Parkinson Court, Bingley Lands, Guiseley LS20 9EY.

Please include:

  • Your full name and contact details.
  • A detailed description of the complaint you are making that states what part of our service you are unhappy about and why?
  • Any relevant documentation or evidence (if applicable).
  • You should include in your complaint suggested resolutions as a suitable outcome of the complaint.
  1. Complaints Handling Process

We aim to resolve all complaints as swiftly as possible. Our process includes the following steps:

Acknowledgement – We will confirm we have received a complaint in 2 working day.

Understanding and Review – The Head of Operations will investigate the issues raised in the complaint, this will include gathering more information and speaking to people involved to find out more information if this is needed to understand the complaint.

Response and Resolution – A response to the complaint detailing the findings, and actions that will be taking or suggestions for a resolution to the complainant.

A response /resolution will be provided in writing in 20 days, however for more detailed complaints this may take longer, and this will be made clear to the complainant.

  1. Escalation

If the complainant is not satisfied with the outcome of the review by the Head of Operations, they have 10 working days to submit a written appeal. The appeal will be dealt with by members of the Board of Trustees who will review the appeal in 20 working days of the appeal being submitted.

As the charity is not currently a Registered Provider or formerly registered with the Regulator of Social Housing (RSH), the charity is not obliged to progress the complaint further beyond the Board of Trustees.

If the Board feel a complaint is unreasonable and/or unsubstantiated following a review, but the complainant disagrees with the reasons given, third party mediation may be requested to provide an impartial response.

  1. Confidentiality

We respect the confidentiality of all complainants and take necessary steps to ensure personal information and complaint details are kept secure. All complaints will be handled with professionalism and discretion.

  1. Acknowledgment of Policy

By submitting a complaint to Frank Parkinson Yorkshire Trust, the complainant acknowledges that they have read and understood the contents of this Complaints Policy.

The Frank Parkinson Yorkshire Trust have a zero-tolerance policy for abuse and aggression towards FPYT employees/Trustees and Contractors which is available from the Trust, and a copy provided alongside the complaint policy.

We always welcome your feedback on how we could improve FPYT or our associated policy documents.