Introduction
Our policy is to respond swiftly to complaints through open dialogue, a professional approach and a commitment to our beneficiaries and partners. Complaints can be made and resolved informally. However, there will be occasions when someone wishes to make a formal complaint. Our response should bring resolution for the complainant, appropriate action regarding capability or safeguarding and highlight areas for ongoing improvement.
This policy and procedure sets out how Collective Voice (the Charity) deals with complaints, and aims to support both the complainant, in having complaints addressed fairly and impartially, and Trustees, staff and volunteers in responding appropriately, and valuing complaints as an improvement/learning exercise.
We take all complaints seriously and review all complaints to ensure appropriate action and improvements to our work.
We will ensure that the confidentiality of the complainant’s relationship with the Charity is respected throughout the complaints procedure. However there may be some circumstances in which we will need to share some information, for example in order to investigate, ensure a fair process or to comply with the law.
We aim to handle all complaints fairly, equitably and honestly regardless of their origin and will not show bias to any individual or group. Information can be made available in alternative formats on request. Our communication methods will be appropriate to the needs of the complainant, and we will always offer the opportunity for a face to face meeting to discuss the issues.
Complaints Procedure
Many complaints can be resolved informally by discussing the issue with our Chief Executive, Will Haydock. You can contact Will via [email protected].
However, if this does not resolve your issue you can ask to speak to our Chair of Trustees or another Trustee. If you are still dissatisfied you can make a formal complaint.
Formal complaints must be made in writing to our Chief Executive. You should send it to [email protected].
If the complaint relates to the Chief Executive, please contact the Chair of Trustees via [email protected]
Once we have received your complaint it will be dealt with in accordance with the following procedure:
Step One: You will be sent an acknowledgement within 5 working days of receipt of your complaint. We will offer a face to face or telephone meeting to discuss the issues. If we are unclear on any point you will also be contacted for clarification to ensure we give full consideration to all the points you wish to make.
Step Two: Complaints will initially be investigated by the Chief Executive or one of the Trustees. There will be liaison with any other parties involved and discussions with the investigator. The investigator will meet with another Trustee to review the results of the investigation and agree response.
Step Three: The response will be formally signed off by a Trustee (who was not the investigating officer) and a full reply sent to you within 20 working days. In circumstances where the issues are particularly complex it may take longer, and if we consider this is likely we will write to the complainant with a revised timescale at the earliest opportunity.
Step Four: If you are unhappy with the initial response, you can ask for it to be reviewed by the Chair of Trustees. All aspects of the complaint will be reviewed and a response sent to you within a further 20 working days.
Collective Voice is a registered charity (registered charity number 1184750) and in some cases it is possible to refer complaints to the Charity Commission. It is unlikely that the Charity Commission will consider complaints about the standard of service a charity has provided in an individual case. Complaints must be made in writing, quoting the registered charity number, using the on-line form available at https://www.gov.uk/government/organisations/charity-commission