Complaints policy and procedure

Policy reviewed: 19 Aug 2024

INTRODUCTION

We view complaints as an opportunity to put things right for the person (or organisation) that has made the complaint as well as a chance to learn and improve for the future.

Our policy is:

• To provide a fair complaints procedure which is clear and easy to follow.
• To make sure people know how and where to make a complaint.
• To make sure that we all know what to do if a complaint is received.
• To make sure that all complaints are investigated fairly and in a timely way.
• To satisfactorily resolve complaints where possible and repair relationships.
• To learn from our mistakes and improve.

 

DEFINITION OF A COMPLAINT

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Bradford 2025 and our work.

 

WHERE COMPLAINTS COME FROM

Complaints may come from individuals, volunteers or organisations who have a legitimate interest in us and our activities, including the public. Complaints can be received verbally, by phone, by email or in writing.

If you are a member of the Bradford 2025 workforce and have an issue you would like investigating, please refer to the Grievance Policy or speak to a member of the People Team.

 

CONFIDENTIALITY

Details of complaints will only be shared with the relevant people in accordance with data protection requirements.

 

RESPONSIBILITY

Overall responsibility for this policy and its implementation lies with the Board of Trustees of Bradford Culture Company (BCC)

 

REVIEW

This policy will be reviewed annually.

 

PUBLICISED CONTACT DETAILS FOR COMPLAINTS

Written complaints should be sent to Bradford 2025, Unit E2, Centenary Square, Bradford BD1 1SD; or by email to [email protected] Verbal complaints may be made by phone or in person to any members or staff, volunteers, or Trustees.

 

RECEIVING COMPLAINTS

We might receive complaints through the channels above, equally, a member of the public may make a complaint on one of our social media channels or some other way online. Even if the complaint is resolved straight away, staff should submit an email through [email protected] with details as it helps us to monitor feedback and we can take action to ensure that future complaints do not arise. The

 

RESOLVING COMPLAINTS

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 the person’s Line Manager within three business days.

On receipt of the complaint, the Line Manager will record it in the complaints system and inform the Operations Director. If it has not already been resolved, they will delegate an appropriate person to investigate and 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 three working days. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaint procedure should be attached. Ideally complainants should receive a definitive reply within a month. 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 may request a review by the Executive Director.

At this stage, the complaint will be passed to the Executive Director. The request for Executive Director review should be acknowledged within three working days of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.

The Executive Director 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. The person who dealt with the original complaint at Stage One should be kept informed of what is happening.

If the complaint relates to a specific person, they should be informed and given a further opportunity to respond. Ideally complainants should receive a definitive reply within a month. If this is not possible, 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 because of the complaint.

 

Final Stage

As a final resort, the complainant may request a review by the Board of Trustees. The request for Board level review should be acknowledged within five working days of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.

The Board 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 and Stage Two. The person who dealt with the original complaint at Stage One should be kept informed of what is happening.

If the complaint relates to a specific person, they should be informed and given a further opportunity to respond. Ideally complainants should receive a definitive reply within a month. If this is not possible, 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 because 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

We are a registered charity and, as such, complaints can be made to the Charity Commission at any stage. Information about the kind of complaints the Charity Commission can involve itself in can be found on their website: https://www.gov.uk/complain-about-charity

 

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 a Chair or trustee should not also have the Chair and/or trustee involved as a person leading a Stage Three review.

 

MONITORING AND LEARNING FROM COMPLAINTS

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