Role of the Complaints and Resolution Manager and Deputies

a. The role of the Complaints and Resolution Manager in relation to the Procedure is:

i. To ensure there is independence and separation within this Procedure as per section 3;

ii. To manage complaints and concerns brought against Members in accordance with this Procedure;

iii. To develop and apply systems and processes so that complaints can be managed effectively and subject to appropriate quality assurance;

iv. To support the recruitment and appointment of Panel members, including assessing whether lay panel members have sufficient relevant experience in law, ethics, social care, or health professions;

v. To monitor and review the performance of Panel members, including identifying training needs, arranging appropriate training, and referring any concerns to the appropriate person or body;

vi. To support the delivery of the complaints service;

vii. To develop, monitor, and analyse complaint-related information and report on complaints, outcomes, and trends;

viii. To ensure Complainants, Members who are the subject of complaints, and other relevant stakeholders receive a professional and empathetic service, including regular updates on the progress of the case;

ix. To ensure BABCP’s commitment to Equity, Equality, Diversity and Inclusion is reflected throughout this Procedure;

x. To obtain, review, and redact documents as required;

xi. To ensure appropriate information gathering and case assessment are undertaken in accordance with this Procedure and that relevant information is shared as necessary;

xii. To ensure Members’ records are updated in accordance with this Procedure, including communicating with the membership, accreditation, and other relevant BABCP teams as appropriate;

xiii. To ensure clear, timely, and professional communication with Complainants, Members complained against, and other relevant stakeholders;

xiv. To ensure the complaints publication policy and webpage content are maintained.

b. The Complaints and Resolution Manager may appoint appropriately trained BABCP staff members, including members of the Complaints and Resolution Team and other BABCP/AREBT accredited or registered staff members with relevant clinical expertise, to assist in carrying out functions under this Procedure. Any person exercising delegated functions under this Procedure will remain subject to the oversight of, and accountable to, the Complaints and Resolution Manager.