Complaints Policy
KEY
INFORMATION
Stage one: Head of Department, if unresolved
Stage two: CEO, if unresolved;
Stage three: Board
Overview
Walking With The Wounded views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.
WWTW will:
What is a complaint?
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of WWTW's activities. Complaints may come from any person or organisation. A complaint can be received verbally, by phone, by email or in writing. This policy does not cover complaints from employees, who should use WWTW’s disciplinary and grievance policies.
Confidentiality
All complaint information will be handled sensitively in line with data protection requirements and information will be limited to those who are authorised to see it as part of their duties
Responsibility
Overall responsibility for this policy and its implementation lies with the Board of Trustees at WWTW.
Contact details for complaints
Written complaints may be sent to anyone at
WWTW. In absence of another known contact you should address to: WWTW at Stody
Hall Barns, Stody, Melton Constable, Norfolk NR24 2ED or by e-mail to Complaints@wwtw.org.uk
Verbal complaints should be made by calling the Operations Administration Assistant, on 01263 863903 or in person to the event leader should the complaint arise at a WWTW event.
Receiving complaints
Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have.
Complaints received by telephone or in person need to be recorded. The person who receives a phone or in person complaint should:
Write down the facts of the complaint;
Practical guidance for handling verbal complaints
All complaints are summarised and present to the WWTW Trustees at quarterly
Board meetings.
Complaints are retained for at least seven years from the date on which the complaint is made, except where Data Protection law requires that the information be deleted earlier than this (for example, where, within this timeframe, you request that your information be destroyed).
Resolving complaints procedure
Stage One
In many cases, a
complaint is best resolved by the person responsible for the issue being
complained about. If the complaint has
been received by that person, they may be able to resolve it swiftly and should
do so if possible and appropriate. Whether or not the complaint has been
resolved, the complaint information should be passed to Head of Department
within one week.
On receiving the
complaint, Head of Department records it in the complaints log.
Complaints should be
acknowledged by the Head of Department within one week. The acknowledgement
should say who is dealing with the complaint and when the person complaining
can expect a reply. A copy of this
complaints procedure should be attached.
Ideally complainants
should receive a definitive reply within four weeks. If this is not possible because for example,
an investigation has not been fully completed, a progress report should be sent
with an indication of when a full reply will be given.
Whether the complaint
is justified or not, the reply to the complainant should describe the action
taken to investigate the complaint, the conclusions from the investigation, and
any action taken as a result of the complaint.
Stage Two
If the complainant
feels that the problem has not been satisfactorily resolved at Stage One, they
can request that the complaint is reviewed by CEO. The CEO will acknowledge the
complaint within one week.
The CEO will
investigate the complaint, record the findings and respond to the compliant
within four weeks. This may involve reviewing the paperwork of the case and
speaking with the person who dealt with the complaint at Stage One. The person
who dealt with the original complaint at Stage One should be kept informed of
what is happening.
Ideally complainants
should receive a definitive reply within four weeks. If this is not possible because for example,
an investigation has not been fully completed, a progress report should be sent
with an indication of when a full reply will be given.
Whether the complaint
is justified or not, the reply to the complainant should describe the action
taken to investigate the complaint, the conclusions from the investigation, and
any action taken as a result of the complaint.
Stage Three
If the complainant
feels that the problem has not been satisfactorily resolved at Stage One or Two,
they can request that the complaint is reviewed by the Trustees members of the
Board.
The request for Board
level review should be acknowledged within a week of receiving it. The acknowledgement should say who will deal
with the case and when the complainant can expect a reply.
The Trustees may
investigate the facts of the case themselves or delegate a suitably senior
person to do so. This may involve
reviewing the paperwork of the case and speaking with the person who dealt with
the complaint at Stage One.
If the complaint
relates to a specific person, they should be informed and given a further
opportunity to respond.
The person who dealt
with the original complaint at Stage One should be kept informed of what is
happening.
Ideally complainants
should receive a definitive reply within four weeks. If this is not possible
because for example, an investigation has not been fully completed, a progress
report should be sent with an indication of when a full reply will be given.
Whether the complaint
is upheld or not, the reply to the complainant should describe the action taken
to investigate the complaint, the conclusions from the investigation, and any
action taken as a result of the complaint.
The decision taken at
this stage is final, unless the Board decides it is appropriate to seek
external assistance with resolution.
Variation of the Resolving complaints
procedure
WWTW and the Board may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about the CEO should not also have the CEO as the person leading a Stage Two review
Monitoring and learning from complaints
Complaints are reviewed annually to identify any trends which may indicate a need to take further action.
Fundraising
regulator
WWTW is registered with the Fundraising Regulator (FR). If your complaint was to do with a Fundraising Activity and you feel that we have not satisfactorily resolved your complaint, you can contact the Fundraising Regulator via:
http://www.fundraisingregulator.org.uk/make-a-complaint/complaints/
Please see
Appendix A for details of our Fundraising Promise to the Fundraising Regulator
REVIEW
Policy Details |
|
Version |
V3 |
Date Ratified: |
21/01/2020 |
Implementation Date: |
27/01/2020 |
Responsible Director: |
Chief Executive |
Review Date: |
24 months (21/01/2022 |
Appendix
A
FUNDRAISING PROMISE
This promise outlines the commitment made to donors and the
public by fundraising organisations which register with the Fundraising
Regulator. Those who register with the regulator agree to ensure their
fundraising is legal, open, honest and respectful.
The standards for fundraising are set out in the Code of
Fundraising Practice.
WE WILL COMMIT TO HIGH STANDARDS
WE WILL BE CLEAR, HONEST & OPEN
WE WILL BE RESPECTFUL
WE WILL BE FAIR & REASONABLE
WE WILL BE ACCOUNTABLE & RESPONSIBLE