Complaints Policy

Re-Solv views complaints as an opportunity to improve our service, as well as a chance to put things right for the person or organisation that has made the complaint.

Our policy is:

  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
  • To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
  • To make sure everyone at Re-Solv knows what to do if a complaint is received
  • To make sure all complaints are investigated fairly and in a timely way
  • To make sure that complaints are, wherever possible, resolved
  • To gather information which helps us to improve what we do

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Re-Solv.

Where Complaints Come From

Complaints may come from any person or organisation who has a legitimate interest in Re-Solv.

A complaint can be received verbally, by phone, by email, by text, through social media or in writing.

This policy does not cover complaints from staff, who should use Re-Solv’s Practices and Procedures policy.

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following General Data Protection Regulations.

Responsibility

Overall responsibility for this policy and its implementation lies with the board of trustees.

Publicised Contact Details for Complaints:

Written complaints may be sent to The Director at Re-Solv, Philanthropy House, Priestly Court, Staffordshire Technology Park, Stafford, ST18 0LQ or by e-mail at director@re-solv.org. Text complaints can be sent to 07881 381294.

Verbal complaints may be made by phone to 01785 817885 or in person to any of Re-Solv’s staff, volunteers or trustees at the office address or at any of our events or activities.

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 in writing.

The person who receives a phone or in person complaint should:

  • Write down the facts of the complaint
  • Take the complainant’s name, address, email and/or telephone number
  • Record the relationship of the complainant to Re-Solv
  • Tell the complainant that we have a complaints procedure
  • Tell the complainant what will happen next and how long it will take
  • Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.

Resolving Complaints

Stage One

The Director is responsible for resolving complaints.

On receiving the complaint, The Director records it in the complaints log.  If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action.

If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.

Complaints should be acknowledged by the person handling the complaint within a 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 at Board level.  At this stage, the complaint will be passed to the Chairperson.

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 Chairperson 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.

External Stage

The complainant can complain to the Charity Commission at any stage.

Information about the kind of complaints the Commission can involve itself in can be found on their website at www.gov.uk/government/publications/complaints-about-charities

Variation of the Complaints Procedure

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 Director should not have the Director as the person leading a Stage One review.

Monitoring and Learning from Complaints

Complaints are reviewed annually to identify any trends which may indicate a need to take further action.

Last reviewed               07/04/2022

Next review                   07/04/2024

Log in with your credentials

Forgot your details?