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Concerns and Complaints Policy and Procedure

Policy Statement

Shropshire Community Foundation tries our best to provide a high-quality service to all our funders, sponsors, service users, voluntary and community organisations (VCO), contract providers and stakeholders. We acknowledge, however, that there will be occasions when people may not be happy with some aspects of our provision.

Shropshire Community Foundation sees concerns and complaints as an opportunity to learn and improve for the future. They provide a chance for us to build relationships with others and to be transparent, as well as to put things right for the person or organisation that has raised the concern or complaint in the first instance.

There are two aspects to our complaint’s procedure;

  1. Informal
  2. Formal

The Community Foundation has a very open approach to dealing with complaints and these are reported to the Board Trustees. There may be occasions where in the wider interest of the sector we take up the issue with the relevant agency or organisation. Our aim is not only to deal with the complaint in isolation but also to take steps in order to avoid repetition in the future.

Complaints by members of staff will be dealt through the grievance procedure.

A complaint against Shropshire Community Foundation, its staff, volunteers or board members:

This Policy exists to make it easy for all service users and stakeholders to tell us when they are unhappy, or indeed have a comment on any aspect of our service. All complaints will be taken seriously and we aim to treat the complainant with respect and consideration throughout the complaints process.

All complaints must be logged in the complaints Log and issued with a complaint number, which must be given to the complainant (maintained by the Secretary).

The matter shall be referred to the Chair of Trustees.

  1. Informal
    At the first instance the complaint should be addressed to the member of staff who has been dealing with the matter. If the complainant prefers, then the matter will be dealt with by their line manager or Trustee. Complaints will be accepted in person, or by telephone or in writing. Listen to what they have to say, apologise whenever necessary, and try to agree a way forward with them.
    SCF aim to deal with the complaint to their satisfaction immediately; however, there will be occasions when this may not be possible (for example during holiday periods). If there will be a delay, in responding to the complainant, they must be informed. In any case the complaint should be dealt with, within 7 days.
  2. Formal
    Formal complaints procedure may be used at any time, complainants do not have to go through the informal process first. Once the complaint has been received it must be logged. Aim to deal with the complaint within 14 days; however, there will be occasions when this may not be possible, in either case the complainant must be kept informed.
    SCF will acknowledge receipt of the formal complaint within three working days, in writing. Investigate the complaint by interviewing all parties concerned, examining records and ensuring accuracy. Great care must be taken to concentrate solely on factual information, disregard emotions.
    Once the investigations have been completed, findings must be presented to the Chair before replying to the complainant.
    Where the complaint is about a member of staff, it must be passed immediately to the appropriate line manager.
    Aim to resolve all complaints quickly, and to keep the complainant informed throughout the process. You must ensure the complainant receives a full written response usually within 14 days; in any case no later than within 28 days.
  3. Appeals
    A complainant may appeal against a decision. Appeals should be made in writing to the Chair of the Board within
    fifteen working days of receiving the final verdict. The Chair (or member of the Board as nominated by the Chair)
    must inform the complainant in writing within twenty-eight days of receiving the appeal as to the decision.
  4. Notes
    At all stages the complainant is welcome to have a friend/colleague to accompany them. Whilst investigating the complaint staff involved may wish to have further discussions with the complainant about the nature of their complaint and may wish to set up meetings with all parties concerned to discuss the complaint. At all stages of the procedure written records will be kept and stored in the confidential Complaints Log. A quarterly report will be made to the board of Trustees regarding numbers and type of complaints. Our annual report will also detail the number and nature of complaints we have received.
  5. Suggestions
    The Community Foundation welcomes all comments and suggestions, and tries to take account of these where possible when planning work, future strategy and representation etc.
  6. Feedback & Complaints
    The Community Foundation welcomes comments and suggestions as these will help us in developing and improving all aspect of our work.
  7. Confidentiality
    All information received during a concern or a complaint will be handled sensitively, telling only those people who need to know and following any relevant data protection requirements. Please see our Data Protection and Privacy policies for further details.
  8. Fundraising Regulator
    We have signed up to the Fundraising Regulator’s Fundraising Promise. If your complaint is regarding our fundraising practices and you feel our response is unsatisfactory, you can contact the Fundraising Regulator by using their online complaints form, by writing to them, or by calling them on 0300 999 3407.


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