Representation and Complaints Procedure
Under normal circumstances, it should be possible to resolve disagreements or
issues without making a formal complaint. Every effort should be made by all
involved to achieve a satisfactory outcome through initial discussion. If at all
possible, those involved in the dispute should try to ensure it is contained within the
confines of those directly involved. This applies equally to staff, volunteers, end
users or anyone who feels he/she has ground for complaint.
However, it is accepted by Adopt NI that there may be times when resolution at a
‘local’ level is not possible. To this end, Adopt NI has developed the following
procedure, which should:
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
Enable issues, disagreements and concern to be dealt with and a resolution
achieved before they become the subject of an official or formal complaint
Ensure that the process of resolution does not prolong the whole issue or
prevent the individual from making an official complaint
Definition of Terms
Complaints: These are statements of dissatisfaction by those who feel they have
concerns about working conditions, personal treatment, the quality and availability
of services provided, delay in the processing of a trace, or indeed, any aspect of
service provision (or lack of provision). Complaints may be verbal or written and may
be made on behalf of anyone for whom Adopt NI provides a services; or on behalf of
a member of staff or volunteer employed by Adopt NI.
Types of complaint: There are two types of complaint - informal and formal.
Complainant: The person making the complaint.
Independent person: An individual who has no personal connection with any staff,
member or any volunteer connected to Adopt NI.
Ensuring the complaints procedure is effective
Adopt NI aims to ensure that all those involved with Adopt NI are familiar with the
Complaints Procedure. To this end, we will provide all newcomers with copies of our
Complaints Procedure leaflet and at regular intervals, users will be encouraged to
report on their satisfaction or dissatisfaction with the services being provided.
NB: Those who have lodged a complaint are also free to withdraw it at any stage of
the procedure.
Patrons:
Lady Elizabeth Bloomfield
& Sean Rafferty
Company No: NI 50259
Charity No:
XR16047
First Floor, Imperial Buildings, 72 High Street, Belfast, BT1 2BE
T: 028 9031 9500 E: info@adoptni.com W: www.adoptni.com
Supported by: DHSSPSNI and NIHSCB
The Representations and Complaints Officer (RCO)
At present, the regional manager of Adopt NI is also the representations and
complaints officer.
The duties of the RCO are to:
 Encourage resolution of disputes/complaints at an informal level
 Oversee the investigation of those complaints that cannot be resolved
informally
 Implement the relevant stages of the procedure
 Give advice to the individuals concerned
 Ensure that each stage of the procedure runs smoothly, including the
overseeing of the appointment of and provision of accurate information to the
management committee or external panel when such is required
The Complaints Procedure
Anyone making a complaint must be treated at all times, with understanding and
respect.
Any member of staff who receives a verbal complaint should
A) Make sure the person making the complaint understands the Complaints
Procedure and has the relevant leaflets.
B) Establish whether the procedure is to be formal or informal.
C) Regardless of whether the procedure is to be informal or formal, the RCO
must be notified immediately. The RCO will then set the process in motion.
D) If the procedure is to be formal, the RCO will ensure the relevant information
is recorded accurately and passed onto the relevant committee member who
will call a special meeting of the executive committee.
E) Notification must be done on the same day as the written complaint is made.
F) If the person receiving the complaint is a member of the administration staff
or a volunteer the complaint must be passed on to the RCO immediately.
G) If an anonymous complaint is made, full details must be obtained and
recorded.
Types of complaints and how to deal with them
If a complaint is made about an outside agency, the individual concerned should be
given whatever help is needed to register their complaint with the agency in
question.
If a complaint involves child protection issues, the regional manager must inform the
relevant authorities.
If the complaint is of an equal opportunities nature, including complaints about
policies or behaviours that are seen to be discriminatory or racist, the formal
complaints procedure must be used.
If the complaint concerns a breach of confidentiality, Adopt NI’s disciplinary
procedure must be followed.
If it is a case of alleged gross professional misconduct by a member of staff or a
volunteer, Adopt NI’s disciplinary procedure must be followed.
Informal Complaints Procedure
The starting point for resolution. Obviously, the individual(s) concerned should try to
resolve the issue with the other party. If this fails, it should be brought to the
attention of the regional manager, who will then attempt to mediate a resolution
which will be acceptable to all.
The RCO will make a written version of the complaint and agree this with the
complainant. Receipt of this complaint must be acknowledged within 3 working days.
If a written version has already been lodged with the RCO, the details of this
complaint must be confirmed. Receipt of this complaint must be acknowledged
within 3 working days.
The RCO must explain the procedure to the complainant and must consult with the
complainant to confirm he/she wishes to proceed with an informal complaint. This is
an attempt to bring about a resolution without resorting to the formal complaint. If
this fails, it needs to be moved on to the formal complaint stage.
Formal Complaints Procedure
This consists of three stages 1) The regional manager will, forward a written report of the facts pertaining
to the complaint to the chairperson of the management committee and
arrange an extraordinary meeting.
2) If this fails to resolve the situation, the chairperson and regional manager
will appoint an independent person (selected from within associated
groups such as Adoption UK, Family Care or Church of Ireland or from any
other suitably qualified organisation) to take over further processing of the
formal complaint.
3) If this fails to bring about a resolution to the difficulties in question, a
panel, made up from the above groupings, will be appointed.