How will Rethink deal with my complaint?
Stage 1 – Local Resolution
Rethink wants to deal with your complaint quickly and effectively. Therefore, we will try to resolve it at a local level. If a member of staff cannot resolve your complaint immediately, the person managing the service will contact you to try to resolve your complaint.
If you are not satisfied with how Rethink has tried to resolve your complaint locally, you have the right to go to Stage 2 by writing to the Regional Manager, within 14 days of receiving the letter informing you of the outcome of Stage 1. The Regional Manager will appoint an investigating officer. This will be a Rethink member of staff who is not connected to your complaint. The investigating officer will interview you and anyone else involved in the complaint. The Regional Manager will consider the recommendations of the investigation and advise you in writing of the outcome.
Stage 3 – Appeal
If you are not satisfied with the outcome of Stage 2, you can appeal in writing to the Chief Executive, within 14 days of receiving the letter informing you of the outcome of Stage 2. The information Rethink has gathered about your complaint and how we have tried to resolve it will be reviewed. The points you raise in your appeal will be looked at in detail. The Chief Executive will contact you in writing to inform you of the outcome of your appeal. This is the final stage of Rethink’s complaints procedure.
The stages of your complaint
Stage 1
Complaint received
You will receive an acknowledgement within 5 days of the complaint being received. The service will try to resolve your complaint within 14 days of the complaint being received.
Stage 2
If you are not satisfied with how Rethink has tried to resolve your complaint locally, you can write to the Regional Manager asking for the complaint to go to Stage 2, within 14 days of receiving the letter informing you of the outcome of Stage 1.
The Regional Manager will appoint an investigating officer who will conduct an investigation within 28 days. Once the investigation has been completed the Regional Manager will write to you within 14 days advising you of the outcome.
Stage 3
If you are not satisfied with the outcome of Stage 2 you can appeal in writing to the Chief Executive, within 14 days of receiving the letter informing you of the outcome of Stage 2. Your appeal will be considered within 28 days. You will be informed in writing of the outcome of the appeal. This is the final stage of Rethink’s complaints procedure.
