Complaints Handling Policy 

Shetland Hyperbaric Centre aims to provide a safe, respectful and supportive service. We recognise that from time to time concerns or complaints may arise. This policy explains how complaints will be received, recorded and resolved. We take all complaints seriously and treat them as an opportunity to learn and improve.

All staff, volunteers, trustees and service users should feel able to raise a concern without fear of unfair treatment.

What is a complaint

A complaint is any expression of dissatisfaction about:

• The standard of service received
• The conduct or behaviour of a volunteer, staff member or trustee
• Safety concerns, including issues linked to hyperbaric procedures
• Decisions made by the Centre or its committee
• How someone feels they have been treated
• Any matter that causes worry, discomfort or risk

Complaints may be made by service users, volunteers, staff, family members or members of the public.

How to make a complaint

A complaint can be made in any of the following ways:

• Speaking directly to a volunteer, staff member or trustee
• Emailing or writing to the Centre
• Requesting a private conversation with a committee member
• Asking someone else to raise the concern on your behalf

All complaints will be handled confidentially and with respect. Anonymous complaints will still be considered, although our ability to investigate may be limited.

Initial response

When a complaint is received:

• The person receiving it should listen carefully and note what has been said
• Reassure the person that the complaint will be taken seriously
• Pass the information to the Chair or designated Complaints Lead as soon as possible
• Record the date, nature of the complaint and contact details where provided

The Complaints Lead will acknowledge the complaint within 7 working days.

Investigation

The investigation will be carried out by:

• The Chair, unless the complaint concerns the Chair
• Another trustee if there is a conflict of interest
• An external person if required for fairness

The investigation may involve:

• Speaking with the person making the complaint
• Speaking with anyone involved in the incident or issue
• Reviewing records, procedures or relevant documents
• Seeking advice where appropriate

All investigations will be carried out fairly and promptly.

Outcomes

Once the investigation is completed, the Complaints Lead will provide a response that explains:

• What was found
• Any actions taken
• Any changes that will be made to improve the service
• Whether further steps will follow

Where appropriate, the Centre may offer:

• An apology
• An explanation
• A change in procedure
• Additional training for volunteers or staff
• Referral of concerns to another agency if required (for example, safeguarding or health and safety authorities)

Serious concerns

If a complaint suggests a person may be at risk of harm, or if the issue relates to:

• Child or adult protection
• PVG or safer recruitment
• A significant health and safety concern
• A fire or emergency risk
• Misuse of oxygen or hyperbaric equipment

then the matter will be handled using the appropriate protection or safety procedures immediately.

If you are not satisfied

If the person making the complaint is not satisfied with the outcome, they may request that the complaint is reviewed by:

• The full committee
• An independent person nominated by the Centre, if appropriate

If the issue relates to the conduct of the charity as an organisation and cannot be resolved internally, information on raising concerns with OSCR is available through the Scottish charity regulator. The Centre must comply with the Charities and Trustee Investment (Scotland) Act 2005 and OSCR’s expectations around proper conduct and governance. 

Record keeping

• The Centre will keep a secure record of:
• The complaint
• Investigation notes
• Actions taken
• Any follow up required

Records will be stored safely in line with our GDPR and Data Protection Policy.

Review

This policy will be reviewed every year or earlier if needed. Lessons learned from 

complaints will be used to strengthen practice across the Centre.