In any service working with people experiencing high levels of stress or despair complaints that they feel misunderstood, the service has misunderstood them or not responded as they would wish are to be expected.
In the first instance the worker involved in the conversation should try to explain to the caller the remit of the service in closer detail. It is important to see the caller’s point of view and take a balanced viewpoint.
If this does not resolve the situation and the caller wishes to make a formal complaint there are a number of ways this can be done:
- The caller can email firstname.lastname@example.org.
- The caller can make their complaint in writing and send to: CALM, PO Box 68766, London, SE1P 4JZ.
All complaints will initially be passed to the Helpline Manager, who will notify the caller that the complaint has been received, and discuss the nature of the complaint and the content of the call with the worker involved and will write to the caller within 5 working days of receipt to discuss it further and hopefully resolve the situation. Complaints are asked for in writing so that a full record can be kept of any complaints made and how they are dealt with.
If resolution has not been reached the complaint will be passed to the Chief Exec of CALM for further action.
If the complainant is not satisfied after 28 days that their complaint has been properly addressed and dealt with all information is passed to the Trustees of CALM at their forthcoming quarterly meeting. Their investigation, feedback and action will be completed within a further 28 days.
It should be noted that the director of CALM is notified as a matter of course by the helpline provider each time a complaint has been made, whether or not the process formally reaches Director level.
CALM Helpline reserves the right to involve an external impartial consultant from time to time to mediate and investigate any complaints, with the permission of the complainant.
NOTE Caller is used throughout as a generic term, but includes users of both phone and webchat channels.