Policy statement
Communities 1st aims to provide its individual members and partner organisations with the best possible service. We positively welcome suggestions to 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 there may be occasions when users of our services feel that the quality or level of service provided is below reasonable expectations. We want to be informed about these occasions so that we can learn, rectify 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 must be about 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. Complaints should be made to the member of staff or volunteer concerned who will try to resolve the issue informally.
2. If the issue is serious, or the complainant is not satisfied with the response from the member of staff/volunteer concerned following an informal complaint, they should make a formal complaint. This is when the "Complaints Checklist" is used
3. The formal complaint should be made in writing by letter or email, marked “Private & Confidential", and sent to the relevant Head of Service who will acknowledge it in writing (letter or email) normally within 7 days of receipt. A copy of the complaint should be kept.
4. A Head of Service will investigate the complaint and use the Complaints Checklist to investigate.
5. A Head of Service shall communicate the results of the investigation to you within a reasonable time - normally 21 days.
6. If dissatisfied with the response from the Head of Service, the complainant has the right to resubmit their case in writing to the Chief Executive. The Chief Executive shall - in consultation with the Chair of Trustees - investigate the complaint and will communicate the results of the investigation to you within a reasonable time - normally 14 days.
7. In the event of the complaint being about the Chief Executive, the complaint should be made in writing addressed to the Chair of the Trustees c/o Communities 1st who will acknowledge it in writing (normally within 7 days of receipt). A copy of the letter must be kept.
8. The Chair of Trustees will appoint a trustee to investigate the complaint.
9. The trustee shall communicate the results of the investigation to the complainant within a reasonable time - normally 21 days.
10. If dissatisfied with the response from the trustees, the complainant has the right to appeal to the Chair of Trustees who will convene a panel of members from Communities 1st’s Trustee Board.
11. The decision of the panel will be final. Where appropriate, Communities 1st will make a written apology to the complainant and agree any further action necessary to make good the cause of the complaint. All formal complaints and the response made to them will be recorded and filed in a secure place.
Communities 1st’s complaints procedure will be publicised to organisations and individuals who use its services.
Read our Complaints Policy and Procedure
This policy is to be read in conjunction with the following documents: