Complaints Policy
Introduction
Borders TSI aims to maintain high standards in all that we do but recognises that we can sometimes get things wrong, despite our best intentions. Borders TSI views a complaint as an opportunity to put things right for the person making the complaint, and to improve the service that we offer.
We would not be able to do so or learn for the future, if we did not receive feedback when things go wrong. Therefore, we value and take seriously any feedback we receive.
Generally, the purpose of this Complaints Policy and Procedure is to resolve disputes informally without resorting to formal investigation or legal proceedings. We will try to explore every reasonable option to resolve complaints by working with the person making the complaint to agree an outcome which is satisfactory to them and us.
Our reply to you will describe the action we have taken to investigate the complaint, conclusions we have reached as a result of the investigation, and any action we have taken or are taking as a result of your complaint.
We will ensure that all information received and produced in connection with a complaint is treated as confidential and handled sensitively, that only those who need to know have access to that information, and that relevant data protection requirements are met. The information below sets out our Complaints Procedure.
Confidentiality
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Where complaints may come from
Complaints may come from users of our services, beneficiaries, members of the local community or any other person or organisation who has a legitimate interest in Borders TSI.
Complaints which cannot be dealt with under this Procedure
This Procedure is only for the above type of external complaint, not for complaints or grievances from staff, volunteers or directors, who should instead use the grievance procedure found in the staff handbook.
Whilst complainants are generally entitled to receive responses to a complaint and to challenge any responses received, we will not deal with complaints or challenges where in the reasonable opinion of the Chair of the Board they amount to persistent, habitual or vexatious complaints or challenges.
Borders TSI expects any complainant to be polite and courteous. It will not tolerate aggressive, abusive or unreasonable behaviour or demands.
How to make a complaint
First Stage
If you have a complaint, you can contact us by email, or letter or provide the details to senior members of staff verbally.
To help us investigate and address all complaints, we ask you to provide us with as much information as possible. This should cover:
- The nature of your complaint
- Where and when the incident you are complaining about happened
- The name(s) of anyone involved (if known)
- What outcome you are hoping for (but we are not obliged to resolve the complaint in that way)
- Your contact details (name, address, daytime telephone number and/or email address)
Who you should contact within Borders TSI will depend on how you to decide to make contact, and on who you wish to make a complaint about. We have indicated below who you can contact. A complaint can be made to any employee. That employee will write down the details of the complaint if the complaint is being made verbally and forward it to the senior management team and the deputy CEO. Any written complaints will be forwarded in the same manner.
The complainant will be informed of the timescale within which they will receive a response as indicated above.
If the matter is not resolved within the timescales set out below or within a mutually agreed time, it will be referred to stage two.
Complaints in writing
If you would prefer to write to us, please send your complaint to us as follows:
Either by letter addressed as follows:
Borders Community Action Management Team
Borders Community Action
1 Drygrange Cottages
Drygrange
Melrose
TD6 9DJ
Or by email to:
info@borderscommunityaction.org.uk
Once we have received your complaint, we will normally deal with it as follows:
| Who the complaint is about | Who will investigate or appoint independent investigator |
|---|---|
| Any member of staff (apart from the CEO) or any volunteer | The management team, including deputy CEO |
| The CEO | The Chair |
| Any trustee (except the Chair) | The Chair |
| The Chair | The Vice-Chair or another Trustee |
Timescales for all First Stage complaints made by in person or in writing
We will try to resolve the problem as quickly as possible but if we cannot do this (for example, if we need to investigate further), we will acknowledge receipt of your complaint within the following timescale:
- By email, within 72 hours if you contact us by email.
- By letter, within five working days if you contact us by letter.
Our acknowledgement will inform you of when we will next contact you either with a proposed resolution or an update. It will also inform you of the name of the person dealing with your complaint. That person will then investigate and deal with it and then respond to you with their definitive reply.
You should receive that definitive reply within four weeks. If this is not possible because, for example, an investigation has not been fully completed, a progress report will be sent with an indication of when a full reply will be given.
Second stage
If, for any reason, you are not happy with the resolution of your complaint under the First Stage procedure outlined above, you can bring this to our attention in writing or via email.
Please set out clearly the details of the complaint, explaining why you were not satisfied with our response under the First Stage and what you would like us to do to put things right.
An acknowledgement within 5 working days and arrange for the CEO to investigate your complaint and respond with a definitive reply within a further 14 working days.
Third stage
If you are still not satisfied with our response and wish to take your complaint further, please inform us within 28 days of receiving the definitive reply we sent to you under the Second Stage. Please contact us by letter or email as required for the Second Stage (as above).
Your case will then be passed to Chair or Vice Chair of the board. If your complaint includes a member of the Board, a panel of at least two directors (not including any director about whom the complaint was made) or the director who investigated and responded to you under the Second Stage.
The panel will further investigate your complaint and will contact you with their conclusions and any actions to be taken. You can expect this to take a further 14 working days from the date on which we receive your letter or email request to implement the Third Stage.
External Stage
If you are not satisfied by the outcome of the Third Stage as outlined, it may be appropriate for us to suggest alternative dispute resolution procedures to resolve the matter fully.