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2. Monitor complaints and satisfaction levels among users, respond positively to complaints and address dissatisfaction levels. 3. Consult our service users, staff and volunteers on this policy and take their feedback into account. 4. Monitor progress of the policy bi-annually through the SMT and take action as necessary. 5. Monitor staff and volunteer recruitment, disciplinaries, grievances and investigations and analyse outcomes and take action as appropriate. 7. Communicating the Policy We will: 1. Ensure the policy is communicated to staff, volunteers and service users and published on the Hub and the Family Lives website. 2. Make sure our communications meet best practice and that they are clear and accessible to all. 8 Satisfaction and Complaints We will: 1. Encourage and welcome feedback from service users in order to better understand their experience of interactions with Family Lives. 2. Respond effectively, confidentially and courteously to suggestions and complaints from service users. 3. Aim to identify and understand any differences in customer satisfaction between groups so that we are providing an excellent service for all. 4. Carry out regular service user, staff and volunteer satisfaction surveys and use the information to inform our business plan and service development. 9 Responsibilities Everyone at Family Lives is responsible for the success of this policy: Trustees To ensure that Family Lives meets its legal and moral obligations with respect to diversity and equality of opportunity and that the organisation operates in accordance with its vision, objectives and values. Chief Executive and SMT Lead by example, treat all staff with dignity and respect, ensure the policy is applied consistently, and demonstrate personal commitment to the policy. Treat all incidents of bullying, harassment or discrimination seriously. Make sure the policy is communicated effectively internally and externally. Monitor the development and progress of the policy and, where necessary, take remedial action quickly.
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