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Southwark Disablement Association
Independent Living


SDA Complaints Procedure

SDA services are for people, whose primary needs are due to being disabled as a result of a physical or sensory impairment, who are aged 18 to 64 years and living in Southwark, as well as the disabled persons family or carer.

SDA is committed to improving services to its service users and those involved in their care. We recognise that there may be an occasion when you feel that you have not received a service to the standard you expected. If this happens to you we want to know about it so we can address the issue. Your service will not be stopped just because you complain.

If you are not satisfied with any aspect of the service you receive, you have the right to complain. In order for your complaint to be addressed fairly and satisfactorily we would ask you or someone you have nominated to act on your behalf, to follow this procedure.

  1. If the complaint is against a member of SDA staff, the complaint should be made either verbally or in writing to the SDA Chief Executive Officer (CEO) David Stock, who will investigate the matter and respond to your complaint within two working weeks. Complaints against the CEO should be addressed to the Chairperson.
  2. If you are not satisfied by the reply you receive from the CEO, or your complaint is about the CEO, you have the right to appeal against the decision. To do so, you must write within twenty eight days to the SDA Chairperson, whose address is available from the SDA Offices.
  3. The Chairperson will do his best to respond to you within two working weeks. If you are not satisfied with the reply, you may request a meeting with the Chairperson and the person against whom the complaint has been made. The Chairperson will try to resolve the issue.
  4. If you are still not satisfied, the Chairperson should raise the matter at the next Management Committee meeting. The Management Committee can either discuss the complaint and inform you of their decision, or appoint a sub committee to deal with the matter. The sub committee will be made up of three Management Committee Members who have not previously been involved with your complaint. The decision of the sub committee is final.

Not satisfied? You can contact Southwark Social Services Complaints Department on 020 7525 3799 or you can contact the Local Ombudsman, The Oaks No 2 Westwood Way, Westwood Business Park, Coventry. CV4 8JB. Tel: 024 7682 0000.

SDA is an independent voluntary organisation registered as a Charity No.801594 with some services contracted by the London Borough of Southwark.