One of the ways in which we can continue to improve our service is by listening and responding to the views of our service users, and in particular by responding positively to complaints, and by putting mistakes right.
The purpose of this policy is to ensure that:
making a complaint is as easy as possible;
we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response;
we deal with it promptly, politely and, when appropriate, confidentially;
we learn from complaints and use them to improve our service.
This policy outlines the way in which complaints from the general public should be handled. Complaints from staff and volunteers should use the grievance and disciplinary policies.
1.1 Anyone wishing to make a complaint is encouraged to do so informally in the first instance and should raise their complaint with the worker involved or their line manager who will seek to resolve the matter. Where the complainant is dissatisfied with the response or is unclear to whom the complaint should be addressed, or where the complaint is of a particularly serious nature requiring a formal response, the formal stage procedure should be followed – see 1.4.
1.2 A complaints and suggestions log will be kept (complied from verbal feedback, evaluation paperwork and email correspondence) and this will be shared first at team meetings. Actions will be decided to continue to improve service and delivery within the organisation.
1.3 If necessary then the complaint will be shared at the next board meeting. This could be if it is not appropriate to be shared at a team meeting, or if an action agreed at the team meeting is that it should be referred to the board.
1.4 Formal stage: If concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.
1.5 Formal complaints should be stated in writing and addressed to the CEO within 8 weeks of the cause of the complaint.
1.6 If the complaint is in regards to the conduct or actions of the CEO then the complaint should be addressed to the Chair of the board of trustees email@example.com
1.7 The complaint should be acknowledged in writing within 7 days of its receipt.
1.8 The CEO will investigate/ take action to resolve the complaint where appropriate. If the complaint involves misconduct of an employee Ignite Imaginations’ disciplinary policy should be followed.
1.9 A response and explanation should be issued to the complainant within 21 days of the complaint
1.10 If the complainant is not satisfied with the response the matter should be referred to Ignite Imaginations’ Board of Trustees for review.
1.11 An annual report of complaints and their resolution should be presented to the Trustees of Ignite Imaginations.
1.12 Except in exceptional circumstances, every attempt should be made to ensure that both the complainant and Ignite Imaginations maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality