Listening to concerns and complaints from members
We aim to ensure that should a member of the Big White Wall Community or a user of a Big White Wall service feel that they have a complaint about any aspect of service received from Big White Wall that:
• BWW will treat all complaints or concerns seriously.
• All formal complaints will be acknowledged within one working day
• Each complaint will be investigated and a response will be provided in a reasonable time (usually within 20 days)
• All communication will be dealt with in the utmost confidence.
• Big White Wall will seek to learn from complaints and use then as a source of information to help BWW to improve services for members and users.
What BWW regards as a complaint
A complaint is any instance of dissatisfaction raised by a BWW Community member, user or person representing the interests of a member or a user. This will normally be expressed in writing by email to email@example.com
Raising concerns via a brick on in a talkabout:
Members may express dissatisfaction with BWW via a brick or in a talk about. This will not be treated as a formal complaint but may prompt a response from a Wall Guide as part of on-going monitoring of wall activity.
How to make a complaint
If a member wishes to make a complaint they can contact the BWW team at firstname.lastname@example.org from the ‘contact us’ link on the website. Wall members and patients using LiveTherapy will be able to retain their anonymity during the complaints process by using their Big White Wall user name and registered email address. Big White Wall will respond using only those details.
How the complaint will be handled
BWW will acknowledge all complaints within one working day
Big White Wall will carry out an investigation into the complaint and gather information from BWW staff as appropriate. A member of BWW may ask the sender of the complaint to provide further information for clarification
In the first instance, the complaint will be investigated by the Service Director who will provide a response on behalf of Big White Wall. If the complainant remains dissatisfied after receiving this response he/she can escalate the matter to the Chief Executive of Big White Wall, who will consider the complaint and response and make a further final response for Big White Wall.
Copies of all complaints and their resolutions will be held on file within the BWW office
Complaints about other members of the community
There may be occasions when members have reason to complain about the postings of another member of the community. The process for complaint in these incidences are fully covered within Big White Wall House Rules. On any occasion when such a complaint is notified to Big White Wall it will be investigated as set out above. All complaints about activity on the wall and other community members will be conducted maintaining anonymity of all members. A complaint will not prompt Big White Wall to break with its commitment to maintain anonymity of all members of the community.
If you wish to submit a complaint to Big White Wall, please email email@example.com