What this complaints process covers
Use the SHCSA complaints procedure when you are dissatisfied with the Authority's administration, the way one of its own services has been delivered, or another matter for which SHCSA itself is responsible.
Tell us what happened, when it happened, what you think went wrong and what outcome you are seeking. A reference is created when the complaint is submitted so the case can be tracked.
Check who is responsible
Many public services in Steadfast and Hearth are provided by other organisations. Complaints about a constituent council service, operational policing, a health or care service, a central government department or another public body normally belong with that organisation.
If the subject is not an SHCSA responsibility, the Authority will identify the appropriate route where it can do so rather than attempting to investigate a matter outside its remit.
How a complaint is considered
The Authority records the complaint, identifies the part of the organisation responsible for the matter and gathers the information needed to understand what happened. The case record includes the issues raised, relevant evidence, correspondence, action taken and the outcome.
Personal and sensitive case information is restricted to people who need access for the complaint or another lawful administrative purpose.
Decisions and policy disagreement
The corporate complaints procedure is not a general appeal against a lawful political or statutory decision. It can, however, consider the administrative handling around a decision—for example, whether the Authority followed the procedure it was required to follow.
Where legislation, the constitution or another formal scheme provides a specific appeal or review route, that route takes precedence over the general complaints process.
Member conduct and specialist routes
Allegations concerning member conduct, elections, legal proceedings or other specialist matters may need to be handled under a separate statutory or governance process. The Authority directs those cases to the correct route rather than treating every concern as an ordinary service complaint.
Outcome and learning
The response explains the outcome of the complaint and any action the Authority has decided to take. Recurring findings can be used to improve information, procedures, training, service design, risk management and governance while protecting individual case information when required.