Complaints Policy and Procedure
White Ribbon Alliance UK are committed to enabling those that encounter our charity and its projects to influence and easily voice their views and opinions about our organisation and the work we facilitate. If we have made a mistake, we want to know about it so that we can put things right and avoid the same mistake happening again.
We also welcome comments and suggestions on how we can improve our services.
Our complaints procedure sets out how to take up matters that someone thinks is unsatisfactory about the service they have received from White Ribbon Alliance UK.
Scope
This procedure is designed to provide a means to resolve any dispute which may arise between someone wishing to make a complaint and White Ribbon Alliance UK. It does not address complaints made by staff and volunteers (dealt with through grievance procedures), third parties with which we have commercial relationships (dealt with through procedures documented within the contract) nor job applicants (recruitment procedures).
Procedure
When someone wishes to register a complaint, they have the right to an independent advocate to help them. This can be a friend, relative or someone from an organisation to help them to make the complaint and/or to be with the complainant at any meetings with White Ribbon Alliance UK.
The following procedure should be adopted:
Note: Where the complaint is made against the Movement Director the same procedure will be followed, with a nominated member of the Board of Trustees substituting for the Movement Director’s role at all stages.
Stage 1 – Making the Complaint
The complaint should be put in writing to the Movement Director marked Private and Confidential, providing as much detail as possible. A meeting can be arranged if it is not possible for the complaint to be put in writing, or details can be dictated over the phone and sent to the individual for validation.
The person making the complaint will then be invited to speak to the Movement Director, to discuss the complaint. This can be done by phone or in writing, whichever is appropriate. Where possible, this discussion should occur within 5 working days of the receipt of the complaints form.
Receipt of written complaints should be acknowledged within 2 working days.
Stage 2 – Investigating the Complaint
If the complaint involves a person working for White Ribbon Alliance UK in any capacity, the opportunity should be offered for that person to put forward their account, either by written statement or by presentation to the Movement Director (or their Line Manager or Chair). This should be done within 15 working days of being advised of the complaint. The Movement Director will also speak with any others involved. The Movement Director will keep records of all investigations in a secure and confidential Sharepoint drive to which our Board has access.
Stage 3 – Letter of explanation and or Actions taken
The Movement Director will write a formal response to the complaint. This will include information gleamed from the member of staff and others. It will outline what they have found and what actions will be taken.
Stage 4 – Response by complainant
If the person or entity making the complaint would like to address points made in the formal response received from the Movement Director, they should respond in writing within 10 working days whenever possible. The response must include specifics as to why the explanation and/or actions taken were not sufficient.
Stage 5 – Board of Trustees
Where the matter is not resolved by Stage 4, the Movement Director will refer the complaint to the White Ribbon Alliance UK Board of Trustees. This should be done within 5 working days of second letter from the person making the complaint. The chair acting on behalf of the Board will review the complaint and will write to the individual outlining what further action (if appropriate) will be taken.
Stage 6 – Escalating beyond the Board of Trustees
If the individual or entity is still not satisfied with the outcome of their complaint and it is related to a funded project or service, then the individual individual or entity should follow the complaints process of the appropriate Ombudsmen service. Alternatively, the individual or entity may utilise the appropriate complaint procedures offered by the UK government.
Recording & Monitoring Complaints
All complaints will be recorded and kept on file, including those which were resolved without being put in writing. These records will be treated in compliance with the White Ribbon Alliance UK Data Protection Policy.
A Corrective Action Report detailing the nature of the complaint or non-conformance, the investigation undertaken and the corrective actions taken within the organisation and with partners will be completed. A report on any Complaints (and resulting Corrective Actions) will be presented to the Board of Trustees on a quarterly basis. White Ribbon Alliance UK will regularly review complaints that have been made, however informal, in order to monitor the effective running of the organisation, services and projects. This will be done without revealing the identity of complainants, and will contain only those details necessary for White Ribbon Alliance UK to consider the broader issues raised by the complaint.
Data Protection & Confidentiality
Where possible a complainant’s wish for confidentiality will be respected. However, this may not always be possible if the complaint is to be dealt with adequately. For example, if the complainant does not wish to reveal their name or the name of the person they are complaining about it will be difficult to investigate some types of complaints.
If the complaint involves issues that will affect other members or clients it may not be possible to keep total confidentiality. However, in all cases, information shared will be strictly limited to that which is relevant to the complaints procedure, and will only be shared with those involved in the investigation or to others to whom it is relevant. Information will not be shared without informing the complainant in advance.
Complaints will be kept for one year. After that the record will be shredded and/or deleted from our secure Sharpoint storage location and no record kept.
Publishing the Procedure
The Movement Director is responsible for ensuring that information about our Complaints Policy and procedure is available from our website and available from our office.
Monitoring the effectiveness of the Procedure
All members of the White Ribbon Alliance UK Board of Trustees will receive a copy of the Complaints Policy. All staff will be made aware of the policy and will know the procedure for making a complaint. The Movement Director will report any complaints and their resolutions to the Board in the bi-monthly Board Report.
Write to us at:
White Ribbon Alliance UK
International House
307 Cotton Exchange
Old Hall Street
Liverpool
Email: info@whiteribbonalliance.org.uk
Next review: November 2024