Complaints Policy

Complaints handling at Equality Network

Equality Network (EN) views complaints as an opportunity to learn and improve for the future. It is also a chance to improve things for the person that has made the complaint and to move forward positively for all in the community we seek to represent in our work. They present an opportunity to put things right where we have got things wrong.

External Complaints Policy

Note: We will make reasonable adjustments to our Complaints Procedure to ensure that everyone is able to make a complaint and that our complaints process is accessible and fair.

Our 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 on our team knows what to do if a complaint is received.
• To make sure all complaints are investigated fairly and within a reasonable time.
• To make sure that complaints are resolved and that relationships are repaired wherever possible.
• To gather information which helps us to improve what we do.

Definition of a complaint

For the purposes of this policy, a complaint is any expression of dissatisfaction, whether justified or not, with the comments, activities or actions of people representing Equality Network, whether paid or unpaid, or with the delivery of programmes of work.

A separate Grievance Policy exists for staff, contractors and volunteers who have a work related complaint.

Complaints about the remit of Equality Network, or the failure of EN to provide services or undertake activities outwith its current remit, are legitimate. However, it may not be possible for EN to address such complaints in the short-term.

Complaints will not be automatically discounted on the grounds of angry language, however communications which contain discriminatory, abusive or harassing language will be treated as vexatious and will not be recognised as legitimate complaints following review by the CEO.

Confidentiality

All identifying information regarding the complaint will be handled sensitively, and following any relevant data protection requirements.

Relevant information will only be shared with anyone the complaint is about, or people who need to be aware of circumstances, to handle with the complaint.

Where a complaint contains information that suggests a child or vulnerable adult is at risk of harm, we will follow our Safeguarding Policy, which requires that that matter is reported internally and externally where necessary to protect the child or vulnerable adult from harm.

Review

This policy is reviewed every two years and updated as required.

Adopted on: 19^th August 2024

Last reviewed: August 2024

Complaints Procedure

Receiving Complaints

• If the person receiving a communication is unsure if it is a valid complaint or an abusive communication, they should check with the CEO.
• Complaints may arrive in person, by phone, in writing or by email.
• Some complaints may be informal and/ or easily resolved, but it is important that all complaints are recorded at least in a basic form, along with any actions that are taken, and that the complainant is made aware that they can make a more formal complaint if they wish.
• Staff receiving informal complaints should inform their line manager about the complaint and any action that was taken.
• All complaints should be treated as formal complaints unless explicitly stated otherwise.

The person who receives a verbal complaint should:

• Record the facts of the complaint.
• Make the complainant aware of our complaints procedure.
• If the complainant wants a response, take the complainant’s name and any preferred contact details.
• Tell the complainant what will happen next and provide a realistic timescale for when they can expect a response. Please note that “response” does not necessarily mean resolution to the complaint. A response may be an update on progress. Do not provide unrealistic timescales.
• Give the complainant the opportunity to request reasonable adjustments to our complaints procedure.
• If not already given, give the complainant the opportunity to send an account in their own words by email. Remember, complaints do not have to be reduced to writing and that asking for a written account unnecessarily may be a barrier to making a complaint.

We aim to resolve complaints as quickly as possible and will provide updates to the complainant where appropriate. We will provide written response of receipt within 10 working days. Some complaints take longer to investigate. When they do, we will contact the complainant to tell them when they can expect a response from us.

Next Steps

Recorded complaints should be referred to the person line managing the person and/ or the area of work as well as the CEO for internal consideration ahead of response.

If the complaint is concerned with the work of the CEO or with governance this should be referred to the CEO or Chair of the Board where appropriate.

Stage One

If they have not already made this clear, complainants will be asked what they would like to happen next at this stage.

All people making formal complaints will, where possible, receive a written response within 10 working days of the complaint being made. Note that this may not always be possible due to annual leave, staff sickness or similar circumstances. If the issue can be appropriately resolved immediately or in the short term, such action should be taken and the complainant informed of this action in the response. A complaint may not be entirely resolved within this timescale, as stated above.

Stage Two

If the complaint has not been resolved to everyone’s satisfaction, we will attempt to reach a resolution in Stage Two. This will usually be done in writing and/ or meeting by/ with the CEO. If further action or investigation is needed this will be conducted by the CEO or Board Of Trustees. At the end of Stage Two there should be a further written response* to the complainant summarising any steps taken or conclusions reached.

* Where a disability adjustment requires it, this can be provided verbally.

Stage Three

At Stage 3, a final decision should be sent to the complainant which should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint. Any decision taken at Stage Three should be considered final.

Internal Recording of Complaints

The CEO will report to the Board of Trustees on all formal complaints received as part of their regular reporting procedures.

The CEO will keep a log of all formal and informal complaints and negative comments received by the CEO and staff team, and this will be used to inform organisational learning and review organisational performance. Significant issues will be reported to the Board.

External Stage

The complainant can complain to the Scottish Charity Regulator, OSCR at any stage.