Public Complaints Policy
Statement of policy
The ANYORG is committed to providing ..................................................................
We recognise that we may make mistakes from time to time, and that people may feel that the service they have received from us, or tried to receive from us, is unsatisfactory. We encourage feedback, both positive and negative, on all aspects of our policy and operations, so that we can maintain and improve standards on an ongoing basis. If an individual or organisation chooses to make a formal complaint, we will deal with this as quickly and fairly as possible and put things right where appropriate.
Procedures
1. General principles (Back to Top)
1.1 Scope
The purpose of this document is to set out for all parties concerned the ANYORG code of practice for dealing with formal complaints. (It cannot be used as an alternative or additional complaints mechanism to the ANYORG grievance and disciplinary procedures, which deal with the relationship between the ANYORG staff and management committee.)
1.2 Responsibility
The ANYORG Manager is responsible for ensuring that the policy and the procedures in this document are implemented efficiently and effectively. All other staff and volunteers (including voluntary management committee members) are expected to facilitate this process.
1.3 Eligibility
Anyone using or trying to use ANYORG?s services can make a complaint. This includes potential, current and past volunteers, voluntary organisations, statutory bodies, etc. However, the ANYORG does not respond to anonymous or abusive complaints.
1.4 Treatment of complaints
Complaints are taken seriously. Each complaint is treated equally, sensitively and in confidence. All complaints are handled with an open mind and investigated without prejudice. Complaints are dealt with promptly in an attempt to resolve them as quickly as possible. All complainants will receive a written explanation of the ANYORG response to their criticism.
2. Complaints method
2.1 First step
Complaints should be in writing, addressed to the ANYORG Manager. The Manager will respond to the complaint within five working days of receipt. If it requires further investigation, the complainant will be made aware of this. It is hoped that most complaints will be resolved at this stage.
2.2 Second step
If the complainant is unhappy with the reply they have received (or if the original complaint is actually about the ANYORG Manager), they can appeal in writing to the chair of the ANYORG management committee within five working days. The chair of the management committee will let the complainant know in writing, within five working days of receiving this letter, that the complaint is being investigated further and that it will be presented to the next meeting of the management committee. The management committee?s decision is final.
3. Monitoring and evaluation
3.1 ANYORG complaints
The ANYORG monitors and evaluates complaints about the organisation on a regular basis and seeks to make ongoing improvements.
3.2 Feedback
Constructive feedback on this document is always welcome. The ANYORG will ensure that the management committee consider it, if appropriate
3.3 Review
This document will be reviewed by the management committee on an annual basis, or sooner if circumstances change.
The ANYORG is committed to providing ..................................................................
We recognise that we may make mistakes from time to time, and that people may feel that the service they have received from us, or tried to receive from us, is unsatisfactory. We encourage feedback, both positive and negative, on all aspects of our policy and operations, so that we can maintain and improve standards on an ongoing basis. If an individual or organisation chooses to make a formal complaint, we will deal with this as quickly and fairly as possible and put things right where appropriate.
Procedures
1. General principles (Back to Top)
1.1 Scope
The purpose of this document is to set out for all parties concerned the ANYORG code of practice for dealing with formal complaints. (It cannot be used as an alternative or additional complaints mechanism to the ANYORG grievance and disciplinary procedures, which deal with the relationship between the ANYORG staff and management committee.)
1.2 Responsibility
The ANYORG Manager is responsible for ensuring that the policy and the procedures in this document are implemented efficiently and effectively. All other staff and volunteers (including voluntary management committee members) are expected to facilitate this process.
1.3 Eligibility
Anyone using or trying to use ANYORG?s services can make a complaint. This includes potential, current and past volunteers, voluntary organisations, statutory bodies, etc. However, the ANYORG does not respond to anonymous or abusive complaints.
1.4 Treatment of complaints
Complaints are taken seriously. Each complaint is treated equally, sensitively and in confidence. All complaints are handled with an open mind and investigated without prejudice. Complaints are dealt with promptly in an attempt to resolve them as quickly as possible. All complainants will receive a written explanation of the ANYORG response to their criticism.
2. Complaints method
2.1 First step
Complaints should be in writing, addressed to the ANYORG Manager. The Manager will respond to the complaint within five working days of receipt. If it requires further investigation, the complainant will be made aware of this. It is hoped that most complaints will be resolved at this stage.
2.2 Second step
If the complainant is unhappy with the reply they have received (or if the original complaint is actually about the ANYORG Manager), they can appeal in writing to the chair of the ANYORG management committee within five working days. The chair of the management committee will let the complainant know in writing, within five working days of receiving this letter, that the complaint is being investigated further and that it will be presented to the next meeting of the management committee. The management committee?s decision is final.
3. Monitoring and evaluation
3.1 ANYORG complaints
The ANYORG monitors and evaluates complaints about the organisation on a regular basis and seeks to make ongoing improvements.
3.2 Feedback
Constructive feedback on this document is always welcome. The ANYORG will ensure that the management committee consider it, if appropriate
3.3 Review
This document will be reviewed by the management committee on an annual basis, or sooner if circumstances change.