Complaints Policy and Procedure - Albion in the Community

1. POLICY STATEMENT
1.1. Albion in the Community (AITC) seeks to give its customers and donors the
highest standard of service possible in all areas and welcomes the
comments of all participants and those who come into contact with our
organisation. These views may be expressed as compliments, comments or
complaints. Where complaints do arise, AITC will ensure that they are
resolved promptly and fairly.
1.2. AITC will seek to learn from valid complaints and will make changes to
operating procedures and practices where necessary.

2. SCOPE
2.1. This policy covers all complaints made by participants, parents/guardians,
beneficiaries, stakeholders, donors and members of the general public
2.2. This policy does not cover the following issues:

  • Individual employment issues which are the subject of separate
    procedures
  • Contractual disputes
  • Matters that are already the subject of legal action

2.3. AITC reserves the right not to investigate complaints that are considered to
be vexatious or malicious.

3. POLICY AIMS
3.1. To ensure that AITC has in place procedures to resolve complaints as
quickly and as fairly as possible.
3.2. To ensure equality of treatment for beneficiaries, participants and
employees.
3.3. To support AITC’s mission and uphold its values.

4. DEFINITION OF A COMPLAINT
4.1. A complaint is any expression of dissatisfaction, whether justified or not,
about any aspect of Albion in the Community.

5. PROCEDURE
5.1. AITC will do its utmost to resolve any dissatisfaction through managers or
staff addressing any complaint or grievance at the time of the event. If this is
not possible the following procedure will be followed:

5.1.1. INFORMAL PROCESS: AITC take informal concerns seriously with
the hope of the concern not developing into a formal complaint. In the
first instance, AITC will do its utmost to resolve any dissatisfaction
through managers or staff addressing any complaint or grievance
informally. Should the matter not be resolved informally, or not be
appropriate for informal discussion (for example, should it involve an
issue of safeguarding), then the matter should be reported formally.

5.1.2. FORMAL PROCESS: A formal complaint should always be made by
email or letter to the relevant manager of the relevant department.

  • The complaint will be acknowledged within two working days of
    receipt.
  • We aim to send a full response after ten working days, however if the
    matter requires further investigation we will respond to the
    complainant with a timescale for response.
  • If, after the full response, the complaint is not resolved to the
    complainant’s satisfaction, it will be referred to the AITC Chief
    Executive Officer who will monitor all previous correspondence and
    respond within 28 days of receipt of appeal.
  • If, after this response, the complaint is not resolved to the
    complainant’s satisfaction, they will, if necessary, refer it on to the
    Chair of the AITC Board of Trustees for final arbitration within 28 days
    of receipt of appeal.
  • This final arbitration will be delivered to the complainant by letter,
    phone or meeting.
  • Any complaint made against an AITC manager will be dealt with by a
    member of the Senior Management Team. Any complaint made
    against the Chief Executive Officer will be dealt with by the Chair of
    the AITC Trustees.

6. MONITORING
6.1. All complaints will be monitored in accordance with current legislation. All
complaints, and AITC response to them, will be reviewed annually by senior
management and other staff representatives as appropriate, and ‘good
practice’ incorporated into future guidelines. Confidentiality will be
maintained.

7. EQUALITIES, DIVERSITY AND INCLUSION
7.1. Complaints linked to equalities, diversity and inclusion are dealt with fully
within the Equality Policy. AITC regards all of the forms of discriminatory
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behaviour, as unacceptable. A zero-tolerance approach will be taken and
appropriate action will be taken.
7.2. If a stakeholder or participant believes they have been treated in such a way
that is in direct conflict with the Equality Policy, the matter should normally be
reported immediately to a manager or a member of the HR team. All
allegations will be taken seriously and investigated promptly and impartially.
7.3. If you require a reasonable adjustment because you are a disabled person
and unable to contact us in writing, please contact AITC for details of how
you can register your complaint, or discuss your adjustment needs with us.

8. SAFEGUARDING CONCERNS AND COMPLAINTS
8.1 Where a complaint is made about the behaviour or practice of a member of
staff which has implications for the safety and wellbeing of children and young
people, including where an allegation of abuse against a child or young
person is made, the complaint will be dealt with within AITC’s Safeguarding
Policy and Procedure.

9. FUNDRAISING
9.1 If the complaint is about fundraising and the complainant is not satisfied with
the outcome, the complaint can be taken to the Fundraising Regulator within
two months of the charity’s response via their online complaints form or by
calling 0300 999 3407.
9.2 The Fundraising Regulator sets the Code of Fundraising Practice for the UK.
They set and maintain standards for charitable fundraising, aim to ensure that
fundraising is respectful open, honest and accountable to the public and
regulate fundraising in England, Wales and Northern Ireland.

10. CONFIDENTIALITY
10.1. All individuals should feel able to raise any bona fide grievance or
complaint related to such behaviour without fear of being penalised for doing
so. Reports of allegations will be treated in a private and confidential manner.

11. RELATED POLICIES

  • Equality Policy
  • Children and Young People Safeguarding policy
  • Vulnerable Adults Safeguarding policy
  • Fundraising Policy

12. REVIEW
12.1. This policy will be reviewed every 3 years or upon a change in
legislation, circumstance or relevant incident.