Comments, compliments and complaints policy
1. Purpose and scope
Mutual Support operates across the UK. It is made up of members and volunteers.
We are committed to providing high quality services. We want our services to achieve the highest standards in all that we do, no matter what the service is or where it takes place. One of the ways in which we can continue to improve is by listening and responding to feedback.
This policy outlines how we deal with feedback (including comments, compliments and complaints) about any of our functions or services made by people with or affected by MS, the public or members.
There are separate policies and procedures for issues or concerns about someone’s experience or activities as a volunteer or which we may use in relation to HR matters (for example grievance or disciplinary issues). We will advise you if a different policy or procedure is appropriate instead of this policy. We might also choose ourselves to apply one of those other policies or procedures if we believe that is appropriate in light of the feedback you have given. That is not automatic and is a decision we would take in a particular case. If we do then that is likely to be confidential between us and the volunteer, and you would not necessarily know.
2. What is a comment, compliment or complaint?
We value comments and suggestions so that we can improve what we do, and where you think we have done particularly well we would be delighted to hear from you.
If you have a concern or you are dissatisfied with any aspect of our services or activities, we also want to hear from you so that we can respond to your concern and learn from it.
3. Policy Principles
We want you to be satisfied with Mutual Support. We welcome positive feedback so that if something has gone well we can continue and repeat it. If something has gone wrong, we would like to know so that we can prevent it happening again.
The principles of this policy are therefore that we want to ensure that:
- commenting is as easy as possible
- we always respond and treat your comments seriously
- our communications with you about your feedback are prompt and polite
- we learn from comments and use your feedback to improve our services
- we respond to you in the right way, for example with an apology where things have gone wrong; a gracious thank you where you have complimented us; or with an explanation or information as appropriate.
We will always try to respond positively and effectively to complaints and to put right any shortcomings that are within our control, so that any complaint is resolved satisfactorily and speedily.
4. How to submit feedback to Mutual Support
If you have a concern or problem you should similarly try, in the first instance, to resolve the problem with the service or person concerned. They will often be able to put things right very quickly and simply.
If you do not know who to contact or do not feel comfortable raising it in the way suggested then please contact us by sending an e-mail to firstname.lastname@example.org or write to Supporter Care at:
MS National Centre
372 Edgware Road
In relation to any complaint or compliment sent to the MS Society by post, please clearly mark it as a Mutual Support Issue , whomever it is sent to, it would be helpful if you could state clearly and briefly:
- what went wrong or what went well
- when and where it happened
- who was involved
- what you want from your feedback
- your name, address and contact details (telephone and/or email).
5. Response to your feedback
The way in which we respond to your feedback will vary according to its nature – for example a compliment might not need a written response.
If you make a complaint, we will send you a receipt within seven days, which will give you the name of the person who will be responding more fully. If your complaint is sent by post to MS Society Supporter Care, the response may take a little longer.
It may be necessary for us to contact you for further information.
All complaints will be treated with an appropriate degree of confidentiality, and information will only be shared with staff and volunteers as necessary to assist in understanding what has happened and to respond.
We will reply to your complaint as soon as we are able to and our aim is to gather any further information which is needed and to respond to you within 14 days of telling you who is dealing with it. Where this is not possible, we will let you know when you will receive a full response.
6. If you wish to take the matter further
If you are not satisfied with the outcome of a complaint that you raise with Mutual Support, you can raise your complaint through the MS Society’s Comments, Compliments and Complaints policy.