Complaints Procedure – inHope, Bristol

Complaints Procedure

Document Name:
Complaints Procedure
Document Type:
Policy
Document Number: CCM P086
Last Reviewed at Trustee Meeting held on: 18th November 2024
Document History:
Version Date

1_0

Change

28-10-2019 First draft

Author

Reviewer/Authoriser

Granville Sykes

Andy Street

Contents:
1.0
2.0
3.0

Introduction ……………………………………………………………………………………………
Complaint Procedure
……………………..……………………………………………..
Complaints Monitoring
…………………………………………………………………....

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2
3

Appendix A
CCM F002 Complaint Form
…………….…………………………….………………………..
CCM F087 Complaint Investigation Form
…………………………………………………………

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5

CCM P086 1_0

Printed copies will not be updated.

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Complaints Procedure

1. Introduction
This document sets out the approach that inHope follows in relation to the handling of and
responding to complaints that it receives.
InHope aims to provide those it serves with the best possible service and to act fairly
towards its members, volunteers, staff and trustees. We positively welcome suggestions you
may have for how we can improve in those respects.
Usually, speaking with the person at the point of service delivery, or the relevant member of
staff, will suffice. However, we recognise that from time to time there may be occasions
when users of our services, or others, feel that the quality or level of service provided fell
short of what they could reasonably expect, or those involved in the work may suspect
some unfairness. We also want to know about these occasions so that we can make good
the problem and plan to avoid its repetition.
If you have a complaint, we would like you to tell us about it.

2. Complaint Procedure
2.1. If you have a complaint to make, it should in the first instance be made to the
manager responsible for the project, or functional area (e.g. Fundraising, Finance)
who will try to resolve the issue informally.
2.2. If the complaint relates to the Manager of a project of functional area, it should
be made to the CEO who will try to resolve the issue informally. If the complaint
relates to the CEO, contact should be made with the Chair of Trustees via the
charity’s office.
2.3. If the issue is of a serious nature, or you are not satisfied with response given
informally, you should make a formal complaint.
2.4. Formal complaints should be made in writing, marked “Private & Confidential",
and where possible be made on form CCM F002 which can be obtained via the
charity’s office. The written complaint, or completed form, should be addressed
to the CEO or Chair of Trustees. Remember to keep a copy of your letter or
completed form. If you need an interpreter or advocate to help you make your
complaint, inHope can help to arrange this for you.
2.5. Receipt of the complaint will be acknowledged to the originator (normally within
7 days). The originator will be notified of whom will be reviewing the complaint.
2.6. The recipient of the complaint shall, in consultation with the Chair of the Trustees,
investigate the complaint or delegate that task to an appropriate officer of the
charity.

CCM P086 1_0

Printed copies will not be updated.

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Complaints Procedure

2.7. The investigator will review the complaint and may need to contact you for
further information or to clarify any facts. The investigation shall be documented
on form CCM F087.
2.8. The investigator shall gather all necessary information relating to the complaint
from staff, volunteer and other involved parties. They will review relevant internal
policies that might have bearing on the handling of the situation.
2.9. The investigator shall review the outcome of their investigation and their
intended response with the Chair of Trustees.
2.10. The investigator shall communicate the outcome of their investigation to you
within a reasonable time. InHope’s intention is that this will be within 21 days but
retain the right to extend this period should the complexity of the issue warrant it
and/or should the relevant staff or volunteers be unavailable.
2.11. You will receive a letter summarising the findings of the investigations and the
follow up action to be taken.
2.12. You have the right, if dissatisfied with the results of the investigation, to put your
case in writing or personally to a panel comprising at least three members from
the Board of Trustees.
2.13. If attending such a panel personally, you have the right to be accompanied by a
friend or advocate to help put your case. The panel also has the right to have an
advisor present who might be a legal advisor.
2.14. The decision of the panel will be final however you retain the right to draw your
complaint to the attention of the Charities Commission for their independent
investigation.

3. Complaints Monitoring
All formal complaints, the investigations and the response made to them will be
recorded and filed in accordance with inHope Data Protection Policy (CCM P046) being
held securely.
The Trustee Board shall be advised by the CEO on a monthly basis of the number and
nature of any formal complaints and their outcome. Consideration will be given to the
implications that the complaints and their resolutions might have for the planning and
management of beneficiary services and operational excellence, as part of inHope’s
ongoing self-evaluation.

CCM P086 1_0

Printed copies will not be updated.

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Complaints Procedure

Appendix A – CCM F002 Complaint Form

CCM P086 1_0

Printed copies will not be updated.

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Complaints Procedure

Appendix B – CCM F087 Complaint Investigation Form

CCM P086 1_0

Printed copies will not be updated.

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