Complaints Policy
Introduction
The Move Partnership is committed to providing high quality services to everyone we deal with, however sometimes mistakes are made. This policy sets out how individuals can share their concerns/complaints with us and it also sets out how we will respond. The Move Partnership views complaints as an opportunity to learn and improve as well as a chance to put things right for the person making the complaint.
Confidentiality
Complaint information will be managed with sensitivity, sharing information with only those who need to know. Throughout the process The Move Partnership will follow any data protection and The Move Partnership’s own Information Governance requirements.
What is a complaint?
A complaint is an expression of dissatisfaction about The Move Partnership’s action, lack of action, or potentially regarding the standard of service provided.
Complaints may relate to:
- Unsatisfactory standards of service
- Failure to provide services
- Dissatisfaction with service delivery
- Disagreement with The Move Partnership’s policy or decisions
- Failure to comply with any agreed arrangements or processes
- The Move Partnership’s fundraising practices
This list is just an example and does not cover everything.
Who can complain?
A complaint may be made by anyone who receives, requests or is affected by our services. If the complainant is unable to make the complaint themselves we will accept a complaint from a third party provided the complainant has personally requested the third party to act on their behalf.
How to complain?
A complaint should be made as soon as possible after the event or within 3 months of finding out about the problem unless there are exceptional circumstances for considering a complaint beyond this time, and where it is still possible to investigate the facts.
The Move Partnership’s procedures are intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.
Informal Complaint
In most cases complaints are best resolved as locally or as close to the source of the problem as possible. The aim of this is to resolve informal concerns quickly, between the complainant and the individual to whom the matter has been referred.
• Informal complaints can be submitted by telephone, email, writing or in person
• They should be dealt with immediately by the relevant person.
• If required, an investigation will be instigated and conducted.
• Complaint resolution will be communicated to complainant directly if required.
• All informal complaints will be logged by The Move Partnership.
If concerns are not satisfactorily resolved in this way complainants may follow The Move Partnership’s Formal Complaint procedures to pursue satisfactory resolution.
Formal Complaint
Formal complaints should be submitted in writing, addressed to the relevant manager and will be acknowledged within 5 working days. Complainants can alternatively address formal complaints to the MOVE Europe Director who would refer it to the appropriate manager.
• The manager will direct the complaint to the most appropriate person and an investigation will be carried out.
• Following completion of the investigation a meeting/email or telephone call should be arranged with the complainant to discuss the outcomes of the investigation, if deemed appropriate.
• We would normally aim to investigate and respond to formal complaints within
28 working days. If this is not possible we would ensure we inform the complainant about any delay and provide them with a revised date for the conclusion of the investigation.
• If the complaint involves a member staff, the Manager conducting the initial investigation into the complaint may recommend (in conjunction with HR advice and guidance) that the complaint be investigated under the Disciplinary Policy and Procedure. In this situation, the Manager must refer the matter to the HR team who will arrange for a formal HR investigation to be undertaken in conjunction with the Disciplinary Policy and Procedure.
• All formal complaints are logged by The Move Partnership.
What is an unreasonable behaviour or vexatious complaints?
The Move Partnership will try to ensure that all complaints are dealt with and responded to effectively however sometimes the nature or manner in which a complainant makes and pursues a complaint determines whether a complainant can be deemed to be unreasonable or vexatious.
The Move Partnership deems a complaint to be unreasonable or vexatious when the complainant:
• Persists in pursuing a complaint where The Move Partnership’s complaints procedure has been fully and properly implemented and exhausted.
• Submits repeat complaints with minor additions or variations
• Has, during addressing a registered complaint, made excessive demands on the time and resources of staff. Discretion will be used in determining the precise number of excessive contacts applicable, using judgement based on the specific circumstances of each individual case.
• Refuses to accept a decision made on a complaint, repeatedly arguing points with no new evidence.
• Refuses to co-operate with the complaints process resulting in lengthy delays
• Changes the basis of the complaint as the investigation proceeds and / or making unjustified complaints about staff who are trying to deal with the complaint
• Has harassed or been personally abusive or verbally aggressive on repeat occasions despite documented evidence of this being described to the complainant as unacceptable and likely to lead to his complaint being dismissed
• Is known to have recorded meetings or face to face/telephone conversations without the prior knowledge and consent of other parties involved
If The Move Partnership considers that a person has habitually, persistently and without reasonable grounds, made such complaints, they reserve the right to terminate the complaint.
Appeal
If the complainant is dissatisfied with the response they have received after a formal complaint, they have the right to appeal.
• Appeals should be made in writing to the MOVE Europe Director within 14 days of the stage 1 response, clearly outlining the reason(s) for appeal, and will be acknowledged within 5 working days.
• The MOVE Europe Director or their appointed representative will then review the complaint, including any investigation to date. However, if the complaint is against the MOVE Europe Director, the appeal should be sent to the Chair of the Trustee Board.
• The MOVE Europe Director or their appointed representative may also carry out further investigations on the complainant’s behalf. In any event, they will seek to resolve the issues and send a written response usually within 28 working days of receipt of the appeal letter.
External Bodies
If your complaint is about fundraising and you are not satisfied with our response to your complaint, you can present your complaint to the Fundraising Regulator within 2 months of our final response via their online complaint form. The Fundraising Regulator sets the Code of Fundraising Practice for the UK.
If your complaint is not regarding fundraising, and if you are still dissatisfied with the findings you may have the right to direct your complaint to the Charity Commission; www.gov.uk/complain-about-charity.
Do you need extra help?
If you would like this policy in another format (for example: audio, large print, braille) please contact us via contact@moveeurope.org.uk or on 01264 345822.
This policy was last updated in January 2023