Policy statement
Communities 1st aims to provide its members, organisations and individuals with the best possible service. We positively welcome suggestions you may have for how we can improve our service.
Usually, a word with the person at the point of service delivery will suffice should a problem arise. However, we recognise that from time to time there may be occasions when users of our services feel that the quality or level of service provided fall short of what they could reasonably expect. We also want to know about these occasions so that we can make good the problem and plan to avoid its repetition. If you have a complaint, we would like you to tell us about it.
Scope
This policy applies to Communities 1st and is global in its application. A complaint can be made by any supporter, partner organisation, community or individual with whom we work, or any member of the public whether an individual, company or other entity.
Definitions
A complaint is an expression of dissatisfaction about the standards of service, actions or lack of action, by Communities 1st or its staff and associated personnel1. It is a criticism that expects a reply and would like things to be changed. Complaints could include the following (which is not an exhaustive list):
- Concern from someone we work with about the quality of programme delivery
- Concern from a member of the public or supporter about a particular fundraising approach or campaign action
- Concern about the behaviour of staff or associated personnel
A complaint has to be about some action for which Communities 1st is responsible or is within our sphere of influence.
A complaint is not:
- A general inquiry about Communities 1st’s work
- A request for information A contractual dispute
- A request to amend records e.g. to correct an address, cancel a donation
- A request to unsubscribe from a Communities 1st service e.g. a campaign newsletter or email
The complaints procedures do not apply to complaints that are subject to the current investigation by any regulatory body or other legal or official authorities. Such issues will be dealt with by the relevant regulatory body.
Procedures for making a complaint
It is hoped that most complaints or concerns about Communities 1st’s work or behaviour can and will be dealt with informally by staff or volunteers at a local level. However, it is recognised that not all issues can be resolved in this way and that a formal complaints mechanism is required for those occasions when an individual or organisation wishes to make their complaint a matter of record and to receive a formal response.
How to make a complaint
All formal complaints should be made in writing either directly from the individual or organisation making the complaint or via someone acting on their behalf. See below for details about to whom to address a complaint.
Who is not covered by this policy?
Complaints by staff are governed by Communities 1st’s procedures for dealing with problems in the workplace, and Anti Bullying and Harassment policy. Complaints relating to serious incidents such as fraud and corruption or safeguarding concerns will be dealt with through the relevant policy and procedures.
How to make a complaint
1. If you have a complaint to make, it should be made to the member of staff concerned who will try to resolve the issue informally.
2. If the issue is serious, or you are not satisfied after raising it with the member of staff concerned, you should make a formal complaint.
3. Your complaint should be made in writing, marked “Private & Confidential", and sent to the Wellbeing Services Manager who will acknowledge it in writing (normally within 7 days of receipt). Remember to keep a copy of your letter.
4. The Wellbeing Services Manager shall - in consultation with the Chief Executive - investigate the complaint. (See separate checklist).
5. The Wellbeing Services Manager shall communicate the results of the investigation to you within a reasonable time - normally 21 days.
6. You have the right - if dissatisfied with the results of the inquiry - to put your case in writing to the Chief Executive. The Chief Executive shall - in consultation with the Chair - investigate the complaint and will communicate the results of the investigation to you within a reasonable time - normally 14 days.
7. You have the right - if dissatisfied with the Chief Executives response - to put your case in writing or personally to a panel comprising at least three members from Communities 1st’s Trustee Board. If attending personally, you have the right to be accompanied by a friend or advocate to help put your case. (The panel also has the right to have an advisor present).
8. The decision of the panel will be final.
9. Where appropriate, Communities 1st will make a written apology to the complainant, and agree on any further action necessary to make good the cause of the complaint.
10. All formal complaints and the response made to them will be recorded and filed in a secure place.
11. The Trustee Board shall be informed by the Chief Executive at the first available meeting of the number and nature of any formal complaints and their outcome, and consideration will be given to the implications these have for the planning and management of future services annually, as part of Communities 1st’s self-evaluation.
Communities 1st’s complaints procedure will be publicised to organisations and individuals who use its services.
This policy is to be read in conjunction with the following documents:
- Complaints Checklist
- Equality and Diversity Policy