1.0 Statement of Policy
Kent Coast Volunteering views complaints as an opportunity to learn and improve for the future as well as a chance to put things right for the person that has made a complaint. A complaint is regarded as any expression of dissatisfaction, whether justified or not about the conduct or behaviour of anybody (including other organisations) that you meet through Kent Coast Volunteering.
This Policy does not cover complaints from Staff or Volunteers who should use the appropriate Kent Coast Volunteering Disciplinary and Grievance Procedures.
This policy tells you how to make a complaint at Kent Coast Volunteering.
2.0 Values and Principles
2.1 You have the right to complain: –
We take complaints seriously. You should not be harassed, bullied or put at a disadvantage because of making a complaint.
2.2 Equality: –
You should receive a proper response to your complaint, regardless of your age, gender, disability, race, religion, nationality, social status, sexual orientation or political persuasion.
2.3 Fairness: –
We believe that complaints should be dealt with fairly and openly. Unless it would put other people at risk.
2.4 Safety and welfare take priority: –
We will always give priority to concerns that affect safety and welfare.
2.5 Confidentiality: –
All complaint information will be handled sensitively, releasing information only to those who need to know and following all relevant data protection requirements.
Sometimes we must discuss complaints with other organisations. If we are worried about a risk to a person or to the public, we might need to pass on our concerns to the right authorities. If necessary, we will get advice from other organisations such as the Police or Social Services.
3.0 Complaints procedure
3.1 How to make a complaint
i. If you have a complaint, it is often best to start by having a conversation with the Hub or Service Manager. They may be able to help to resolve your problem.
ii. If unable to resolve the complaint informally, they will record the details of your complaint and discuss with the CEO.
iii. If your complaint needs to be investigated further, you will normally be asked to put your complaint in writing.
iv. You may also make a direct written complaint, the address for which is at the bottom of this policy.
Whilst Kent Coast Volunteering accept anonymous complaints it is often very difficult to investigate these properly. It is easier for Kent Coast Volunteering to handle your complaint if you provide as much detail as possible.
3.2 Who to contact to make a complaint.
i. The Managers of Kent Coast Volunteering.
ii. Any of the staff and volunteers of Kent Coast Volunteering can also tell you how to make a complaint.
3.3 What we will do to investigate a Complaint.
We will investigate your complaint fairly. This means that we will discuss the complaint with all the relevant people. We will try to gather any information that may be relevant to handling your complaint.
Sometimes we will ask to show copies of information from the investigation to other people to allow them to respond. This is because we believe in fairness and openness. We will not share information if we think that this will endanger someone’s safety or welfare.
3.4 How Kent Coast Volunteering will keep you Informed about the Progress of your Complaint.
i. We will give an initial response to your complaint within five working days. If the matter is urgent, we will endeavour respond more quickly.
ii. You will be given the details of a person who will be your point of contact. That person will make sure that you understand the process and will help to answer any questions or concerns that you have.
iii. You will be given an update on the progress of your complaint every two weeks.
iv. If there are delays in handling your complaint for any reason, we will keep you informed.
v. If your complaint leads to formal disciplinary action against someone, we will usually inform you about the outcome.
3.5 The possible outcomes or results of a complaint.
In many cases, we can resolve problems informally. This might include: –
- An explanation or apology
- An agreement to communicate or act differently in future.
If an informal resolution is not suitable, then a small committee of Managers will look at the information about the case. We will make sure that this committee does not contain anyone directly involved with your complaint. They might decide to take the following action: –
- Formal disciplinary action against another member, volunteer or member of staff.
- Changes in formal contracts or arrangements put in place by Kent Coast Volunteering.
- A decision to refer the case to another organisation such as the Police, or Social Services.
- Closure of your complaint without action
4.0 Complaints outside of this procedure
If you have a matter which you do not wish to take through this Complaints Procedure because: –
i. You need urgent advice about someone’s safety or welfare
ii. Your complaint is very serious
iii. Your complaint involves other organisations.
iv. You need specialist advice
You may speak directly to a Manager or staff member of Kent Coast Volunteering who is able to advise on a range of different complaints, and in some cases will handle the complaint directly.
5.0 QUERIES OR DIRECT WRITTEN COMPLAINTS.
If you have a general query about this complaints policy or wish to make a direct written complaint you should contact the following person:
CEO – Kent Coast Volunteering
c/o Kent Innovation Centre, Millennium Way, Broadstairs,
CT10 2QQ
Email: kerry.smith@kcv.org.uk
Policy Reviewed May 2020