Complaints policy and procedure

1.0 Introduction

1.1 We welcome feedback on any aspect of our work, including complaints, comments, compliments and suggestions. This policy covers complaints only. More information and options for contacting us are available on our website https://www.ssap.org.uk. If you are thinking about making a complaint, but not sure if you want to, talk to any SSAP member of staff. They can tell you more about how complaints are dealt with and any alternative options where possible.

1.2 Sub-Sahara Advisory Panel (SSAP) views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person (or organisation) that has made the complaint. A complaint is an expression of dissatisfaction, whether justified or not, about any aspect of SSAP encompassing both our work in the UK or project work in Africa. The aim of this policy is:

To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
To make sure everyone at SSAP knows what to do if a complaint is received.
To make sure all complaints are investigated fairly and in a timely way.
To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
To gather information which helps us to improve what we do.

1.3 This policy is not for SSAP staff. Staff with a complaint should follow the relevant policy which includes Whistleblowing Policy or and Grievance Policy.

1.4 Complaints may come from any individual, volunteer or organisation who has a legitimate interest in SSAP, including the general public if something is perceived to be improper. A complaint can be received verbally, by phone, by email or in writing.

2.0 Complaints Policy is Effectiveness

2.1 All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

2.2 This policy complies with the requirements of The Equality Act (2010) and is in accordance with SSAP commitment to diversity and inclusion.

2.3 We will only tell those people involved in resolving your complaint about it. Sometimes we may need to share your complaint or concerns with other individuals to understand the situation fully. If you are a child or young person making a complaint, we will talk with you about any concerns we have for your wellbeing that might make it necessary to tell any other adults.

2.4 After the complaint is resolved, we will keep a summary on record, using relevant data protection protocols. If you use our services and have a file, the complaint record will be placed on your file.

2.5 We use anonymised information from complaints to make sure we learn and improve our services.

2.6 Overall responsibility for this policy and its implementation lies with the board of trustees of SSAP. We want our complaints policy to be effective. We will monitor and review complaint information to make sure that the correct procedure has been followed.

2.7 All complaints will be logged and monitored through a central register, held by us at SSAP. The SSAP Board of Trustees retain oversight of complaints as part of the charity’s governance. They will make sure we are learning from complaints and making any necessary changes to the way we work.

2.8 This document may be reviewed at any time at the request of management but will automatically be reviewed every three years or sooner in response to new national guidance and/or legislation.

2.9 Through the implementation of this policy and procedure, we will ensure there is a fair, clear and consistent process which sets out three stages for considering complaints. This includes, as far as possible, a consistent contact person who will update you throughout the process.

2.10 We will respect confidentiality throughout the process. Only those involved in looking into the complaint will know about it.

2.11 If you need help to make a complaint, please get in touch with us by any of the channels listed in point 3.1 of this policy and we will help you to find the right support needed for you to make your complaint.

2.12 If you need extra support as the result of a mistake we have made, we will help you get that support. If we cannot provide the help, you need ourselves, we will help you source it elsewhere or signpost you to the right channels for support.

2.13 If you decide you want to withdraw your complaint, you can do so at any time.

3.0 How to Complain

3.1 To raise concerns or issues you may contact either of SSAP management team via email, telephone or face to face meeting requests. For formal complaints please send this in witing via email to humanresources@ssap.org.uk or via confidential post to Human Resources Department, Sub-Sahara Advisory Panel (SSAP), 24 Windsor Place, Cardiff, CF10 3BY.

3.2 Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have, such as social media. Complaints received by telephone or in person need to be recorded. The person who receives a phone or in person complaint should:

Write down the facts of the complaint.
Take the complainant’s name, address and telephone number.
Note down the relationship of the complainant to SSAP, e.g. donor, volunteer, sponsor.
Tell the complainant that we have a complaints procedure.
Tell the complainant what will happen next and how long it will take.
Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.

4.0 Resolving Complaints

4.1 Stage One – Local Resolution

In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate. Whether or not the complaint has been resolved, the complaint information should be passed to the SSAP Chief Executive (CEO) within five working days.
On receiving the complaint, the CEO records it in the complaints Logbook. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action. If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
Complaints should be acknowledged by the person handling the complaint within five working days. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaint’s procedure should be attached.
Ideally complainants should receive a definitive reply within a month. If this is not possible because for example, an investigation has not been fully completed, the complainant will be informed and provided with alternative anticipated time for completions.
Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

4.2 Stage Two – Appeal

If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Board level.
If you are not satisfied with the outcome of the Stage 1 complaint, please write to us to tell us why you are unhappy within 14 days of receiving written notification of the Stage 1 outcome. The contact details remain the same as mentioned in 3.1. A relevant independent staff member (appointed by the Chair of the Board) will be assigned to resolve the complaint appeal. This will initially involve considering reasons for the appeal and to decide if further review is required.
If further review (known as an ‘investigation’) is required, an investigating officer will be appointed. We aim to complete the investigation as quickly as possible within 6 to 12 weeks. We will keep you informed as our investigation progresses and tell you how long we estimate the process will take.
We will give you our decision in relation to the appeal, including any findings and conclusions which led to the decision, in writing.
The Board of Trustees may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One. The person who dealt with the original complaint at Stage One should be kept informed of what is happening.
If the complaint relates to a specific person, they should be informed and given a further opportunity to respond. Ideally complainants should receive a definitive reply within a month. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given. Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution.

5.0 Other Information to Note

5.1 As SSAP is a Welsh registered charity, the complainant can complain to the Welsh Charity Regulator at any stage.

5.2 The Board may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about a Chair or trustee should not also have the Chair and/or trustee involved as a person leading a Stage Two review.

5.3 Complaints are reviewed annually to identify any trends which may indicate a need to take further action.