Public Complaints Policy

Statement of policy

ANYORG is committed to providing Public Complaints Policy.

Procedures

We recognise that we may make mistakes from time to time, and that people may feel that the service they have received from us, or tried to receive from us, is unsatisfactory. We encourage feedback, both positive and negative, on all aspects of our policy and operations, so that we can maintain and improve standards on an ongoing basis. If an individual or organisation chooses to make a formal complaint, we will deal with this as quickly and fairly as possible and put things right where appropriate.

The purpose of this document is to set out for all parties’ concerned ANYORG code of practice for dealing with formal complaints. (It cannot be used as an alternative or additional complaints mechanism to the ANYORG grievance and disciplinary procedures, which deal with the relationship between the ANYORG staff and management committee.)

ANYORG Board of Management is responsible for ensuring that the policy and the procedures in this document are implemented efficiently and effectively. All other staff and volunteers (including voluntary sub committee members) are expected to facilitate this process.

Anyone using or trying to use ANYORG services can make a complaint. This includes potential, current and past volunteers, voluntary organisations, statutory bodies, etc. However, the ANYORG does not respond to anonymous or abusive complaints.

Complaints are taken seriously. Each complaint is treated equally, sensitively and in confidence. All complaints are handled with an open mind and investigated without prejudice. Complaints are dealt with promptly in an attempt to resolve them as quickly as possible. All complainants will receive a written explanation of the ANYORG response to their criticism.

 2. Complaints method

2.1 First step

Complaints should be in writing, addressed to the Coordinator of ANYORG. The Coordinator will respond to the complaint within five working days of receipt. If it requires further investigation, the complainant will be made aware of this. It is hoped that most complaints will be resolved at this stage.

If the complainant is unhappy with the reply they have received (or if the original complaint is actually about the Coordinator of ANYORG), they can appeal in writing to the chair of the ANYORG Board within five working days. The Chair of the Board will let the complainant know in writing, within five working days of receiving this letter, that the complaint is being investigated further and that it will be presented to the next meeting of the management committee. The Board’s decision is final.

3.1 The ANYORG monitors and evaluates complaints about the organisation on a regular basis and seeks to make ongoing improvements where appropriate.

Constructive feedback on this document is always welcome. ANYORG will ensure that the management committee consider it, if appropriate

This document will be reviewed by the management committee on an annual basis, or sooner if circumstances change.

 This Policy was adopted at a Management Committee meeting date:  _______________________. 

This Policy is signed by the Chairperson on behalf of the Directors:  _______________________.