Introduction

Spectra is committed to provide a consistently high quality of service to all our. However, there may be times when the service falls short of the standards we set ourselves.

If you experience any problems with our service, we hope that you will not hesitate to let us know. We welcome the feedback. Only when we know that there is a problem can we do something about putting it right. We are also keen to hear any comments you may have about the service which could help us to make improvements. Whatever you have to tell us, we will respond in a timely, courteous manner, and aim to address your concerns as effectively as we can.

Spectra welcomes clients’ and professionals’ comments on the service they receive eg:

  1. How we got it right (compliment)
  2. How we got it wrong (complaint)
  3. How we might change the service to better meet the customers’ needs (suggestions)

Informal process

Complaint Process Stage 1 – Informal Stage

Clients/professionals who have comments or suggestions are encouraged to make them known in the following ways:

  • To the person directly and immediately, if this is appropriate
  • Via the helpline at 0800 587 8302
  • Via email info@spectra-london.org.uk

The first stage of complaint management is Local Resolution by the person receiving the complaint. Staff receiving a complaint will discuss your complaint with you and try to resolve the complaint promptly, as close to the source of the problem as possible.

If, after this, you continue to feel that your concerns have not been satisfied, you have the option of asking for the issue to be dealt with more formally.

A complaint about a specific incident will only be considered if made within 8 weeks of the incident occurring.

Formal process

Complaint Process State 2 – Formal Stage

To make a formal complaint you can write (letter/email) to the CEO. You could also ring Spectra and the CEO will arrange for your complaint to be noted and logged.

The CEO will allocate the complaint to a Manager to investigate and determine the outcome.

The investigation may involve meeting with you to talk through your concerns. You would be free to bring someone to support you at the meeting (e.g. a family member or friend).

We will aim to address your complaint within 10 working days of it being received. Should it be proving to take longer we will keep you informed of the developments and will advise of an expected date of completion.

Once the Manager has investigated the CEO will respond to you in writing with the outcome of your Stage 2 complaint.

Complaint Process State 3 - Appeal

Should you not be satisfied with the outcome of the complaint, you can appeal the decision.

You will need to put your appeal in writing and send it to the CEO who will pass the matter to the Chair of the Board of Directors

You will need to write no later than 5 working days of date of the letter addressing your Stage 2 complaint.

The Chair will consider your complaint either on their own or with a panel of at least one other Director. You will be invited to present your case and free to bring someone to support you at this meeting (e.g. family member or friend).

The Chair will aim to convene a panel within 15 working days of the Stage 3 complaint being received.

The Panel will aim to reach its decision within 10 days of the panel meeting. Should it be proving to take longer we will keep you informed of the developments and will advise of an expected date of completion.

The Chair will respond to you in writing with the outcome about your Stage 3 complaint. 

The decision of the Chair will be final, and there is no further appeal within Spectra.

Data Protection Complaints

Spectra recognises the right of individuals to raise concerns about how we collect, use, share, or store personal data.

A data protection complaint is any concern relating to personal information, including:

  • How data has been used or shared
  • Confidentiality concerns
  • Data security issues
  • Responses to data rights requests (e.g. access requests)

Data protection complaints can be raised through any of the channels outlined above and will be handled under this procedure. Where possible, complaints should be identified as relating to data protection.

Handling of Data Protection Complaints

When a data protection complaint is received, Spectra will:

  • Acknowledge receipt within 30 days
  • Assess and investigate the concern appropriately
  • Review relevant records, decisions, and actions
  • Take action where required to address any issues identified
  • Provide a clear written outcome

Complaints will be handled without undue delay. Timescales may vary depending on complexity, and updates will be provided where appropriate.

Data protection complaints may be referred to, or overseen by, the organisation’s Data Protection Lead.

Escalation and External Review

If a complainant is not satisfied with the outcome of a data protection complaint, they have the right to raise the matter with the Information Commissioner’s Office (ICO).

We encourage individuals to contact us first so we can attempt to resolve the issue.

Contact details:

Record Keeping

All complaints, including data protection complaints, will be recorded and monitored to support learning and service improvement.

Records will include the nature of the complaint, actions taken, and outcomes.

Complaints records will be retained for 3 years from closure of the complaint, unless a longer retention period is required for legal, safeguarding, or regulatory reasons.