Complaints Policies

Dim Yma is committed to facilitating a healthy and constructive culture and thus welcomes feedback on any improvements to its services. Moreover, it seeks to ensure that its work is free from harm, coercion, negligence, and abuse and thus takes any such issues extremely seriously.

If you have a minor concern you feel can be dealt with informally, feel free to discuss it with a member of staff who will see that it is suitably addressed. However, if you wish to submit a formal complaint for matters such as:

• Mistreatment by a member of staff
• A service you have received that you are not satisfied with
• Financial misconduct by a staff member

Then this will entail the following procedure.

Stage 1 - Making the Complaint

Using our dedicated Webformsubmit your information and the details of the incident to us. This be confidentially handled by our Safeguarding Lead and you will be able to choose whether to remain anonymous and how you want the be contacted.

Stage 2 - Investigating the Complaint

Once you have submitted the Webform, you will receive a confirmation of receipt within 7 working days and the complaint will be investigated by our Safeguarding Lead. The investigation will be conducted as promptly as possible, depending on it’s nature and complexity, but the process shall not exceed 40 working days from the date of receiving the complaint.

Throughout the investigation, the process will include:

• Collection of any relevant evidence.
• Interviews of those involved.
• The completion of a report summarising the findings and recommendations.

Stage 3 - Submittal of Report and Response

Within 40 working days from the initial complaint, you will receive a report with a summary of the investigation, recommendations for changes to conduct, and if necessary, suggestions for disciplinary action.

Making a complaint will not affect your right to either work with Dim Yma or receive its services.