Complaints procedure
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As an organisation committed to relationship and dialogue we affirm our openness to working out any difficulties through meeting and dialogue.
It is usually important to take up any issue with the person concerned. Any difficulties between an individual or organisation and Oasis or a member of its staff or practitioner network are first managed on an informal basis between those involved.
We encourage those involved to resolve the issue at the time if possible. If we can’t do this, for example, because information we need is not to hand, then we will make a record of the concern and arrange the best way and time for getting back to the person or organisation.
This will normally be within five working days or we will make some other arrangement acceptable to those involved.
In the event of a situation arising where this is not sufficient, the following outlines a more formal procedure.
Formal complaint
If an informal approach has proven to be unsatisfactory, and a person decides they wish to make a formal complaint, we ask that this is confirmed in writing to the Directors Group within seven working days of any formal expression of complaint.
A director will be appointed to manage the complaint procedure. As a guide to complainants it is helpful if the relevant facts are outlined clearly and in a sequential order. It may be helpful to say the underlying nature and source of any concern and what is wanted from Oasis. This may make it easier for discussion and to find a way forward if a complaint is upheld.
Level one
Your complaint will be acknowledged in writing within five working days of receiving it and the letter will detail when you can expect a full response. This will normally be within three weeks unless the matter is very complicated, such as where other organisations or providers need to be contacted. Where this is the case, we will still let you know what action is being taken and tell you when we expect to provide you with a full response.
Level two
Should this fail for any reason or those with a complaint feel unsatisfied with the result, they can seek the direct involvement of the Directors Group, two members of which will be appointed to hear any complaint.
Level three
If this leads to an unsatisfactory result, there may be further appeal to a third party agreeable to Oasis, the supporting organisation (if relevant) and to the complainant(s) to arbitrate the issue to a solution.
Longer term programmes
Difficulties arising during a longer term programme are first managed within the programme group. Should this fail for any reason or those with a complaint feel unsatisfied with the result, they can seek the involvement of the Supervision or Development Group of the programme.
If this leads to an unsatisfactory result, there may be further appeal to a third party agreeable to Oasis, the supporting organisation (if relevant) and to the complainant(s) to arbitrate the issue to a solution.
The Oasis School of Human Relations