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Complaints Policy

January 2024

Complaints Policy

The purpose of this policy statement is:
This policy is designed to provide a positive response to complaints and comments, and ensure that Wilderdays CIC is open about the improvements that we have made as a result of feedback. Many complaints arise from misunderstandings. The need for complaints can often be avoided if there is good, ongoing communication between staff, volunteers, users and carers.

Therefore we aim to ensure that
Making a complaint is as easy and transparent as possible.
That we deal with complaints appropriately and within the agreed time frame.
We treat a complaint as any clear expression of dissatisfaction with our service, or organisation as a whole, which calls for a response.
We respond in the right way - for example, with an explanation or an apology where we have got things wrong and if relevant and appropriate information on any action taken.

We have the right to refuse to accept a complaint where
The complaint is clearly vexatious, malicious or motivated by racist, sexist, homophobic or other discriminatory attitudes, or
Where the complaint threatens, or abuses Wilderdays CIC members or associates.
The decision as to whether a complaint is vexatious will be taken by the Board of Directors.

When a complaint identifies that something has gone wrong or has fallen below standards it is seen as an opportunity to improve and avoid a recurrence and it can allow for systems, policies, practices or procedures to be amended or put in place as appropriate.

The procedure covers
Complaints about the services that the organisation provides to the public, and complaints about the staff and volunteers involved in delivering those services. Complaints regarding discrimination and victimisation will also be investigated under this complaints procedure. Information about how to make a complaint will be made readily available. Assistance, where possible, will be offered to all parties in a complaint procedure to ensure equality of representation. All complaints should be dealt with in accordance with this policy, and the procedure outlined below.

How do you make a complaint?
Wherever possible we will try to respond and resolve the situation at an informal level. The matter will go no further unless the injured party is still dissatisfied, at which point the formal process will then begin.
Formal complaints should be made
Via e-mail:
Or through the post to: 8 Manor Rd, Upper Beeding, BN44 3TJ. Company No.15103200
Complaints must be in writing, be from an identified complainant, include the complainant’s name and contact details
We acknowledge that in certain instances a complainant may wish to remain anonymous. In such incidences we will review the nature of the complaint and decide on follow up action if deemed necessary.

What happens next?
We aim where possible to address complaints promptly. We will acknowledge all complaints in writing within 7 working days from when the complaint is received. We will review the complaint to consider whether further investigations need to be carried out.
In most cases we aim to provide a full response within 7 working days. However, if this is not possible because, for example, a detailed investigation is required, we will provide an interim reply explaining what is being done to deal with the complaint and providing a revised timetable. A full response will be then sent in writing within 14 working days. Actions identified as a result of a complaint should be implemented within a reasonable timetable.

Appeals Procedure
The following appeals procedure will apply in cases where the complainant is not satisfied with the initial response: In cases where the complainant is dissatisfied with the response they have received they are entitled to appeal the decision within seven days of receiving the response. Appeals will be responded to within 14 working days in writing.

Time limits on making a complaint
Normally complaints should be made within six months of the event or within six months of the complainant becoming aware of cause to complain, subject to an overall limit of 12 months from the event.

Confidentiality and data retention
All complaints will be kept confidential to the parties concerned. Complaints recorded in Wilderdays CIC internal complaints register, including any evidence gathered during an investigation, will be retained for 7 years.

Complaints regarding external service providers
Complaints regarding external service providers will be referred to their own complaints procedure. Where appropriate, complainants will be informed of the complaints procedures of other professional bodies.

Useful Organisations
Citizens Advice Bureau:

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