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Complaints procedure:
In the event of a complaint being made by a caller to any Solace volunteer, the volunteer must record the complaint in the Caller Log, including name and contact phone number which will remain confidential within Solace. The volunteer must then inform the Solace Co-ordinator within the next 48 hours. The Co-ordinator should make contact with the complainant within 48 hours, record the details in writing, and if possible resolve the issue.
Unresolved complaints:
If the complaint cannot be resolved at this point in time, then it must be discussed at the next Committee meeting, and the caller must be informed when that will take place. The Co-ordinator must decide whether to convene a special meeting, depending on the seriousness of the complaint. The Committee must decide on an appropriate course of action. The complainant must then be contacted within 48 hours of that meeting and informed of the action to be taken. If that is unsatisfactory to the caller, they must be informed of the South Warwickshire Primary Care Trust complaints procedure, and given the information to access that.
Complaints regarding Co-ordinator:
If the complaint involved the Co-ordinator personally, then the Solace Chairperson would assume the responsibilities of the Co-ordinator outlined above.
In the event of a volunteer wishing to make a complaint, they should do so in the first instance to the Co-ordinator, and the above procedure will then be followed.
Related links:
Helpline:
0808 801 0344
7pm - 10pm & 10pm - 1am*
Calls from all landlines and most mobile phones are free.
*subject to availability
Member of The Telephone Helplines Association and Mental Health Helplines Partnership
