Complaints procedure

CLIC Sargent has a duty to all those who use our services, our donors, those who support us, our partners, suppliers and providers to ensure we provide a professional, caring and responsive attitude at all times.

CLIC Sargent recognises that feedback is essential from those who are connected with CLIC Sargent as we seek to improve the quality of our services and  all our activities. There may be times, however, when an individual wishes to make a formal complaint or expression of concern.

To help achieve this we have materials that are accessible to children, young people and adults, and encourage a response.

We will deal with expressions of concerns, particularly from children, young people, and vulnerable adults in line with our safeguarding policies.

Trustees, Chief Executive and Directors
To ensure that there is a Complaints Policy in place which is promoted for use by all service users, our donors, those who support us, our partners, suppliers and providers and those associated with CLIC Sargent, and is responsive. To ensure that it is widely available, accessible to all CLIC Sargent users, and available in a range of formats which includes accessibility on the website.

Chief Executive’s Office
To take action as a complaint is received ensuring all complaints and expressions of concern are dealt with satisfactorily, in line with the CLIC Sargent policies and procedures. To maintain a register of complaints and report on a regular basis to Trustees, the Chief Executive and Directors.

Heads of Departments
To ensure that all staff are aware of the policy and procedures, that all staff can advise on how a complaint can be made, that Managers and Supervisors are aware of their responsibilities, and that all service users and those associated with CLIC Sargent have received information on making a complaint or raising a concern.

Staff and Volunteers
Ensure that all complaints and expressions of concern are taken seriously and information made available to service users or those associated with CLIC Sargent. A complaint to a member of staff or volunteer about themselves must be reported to their supervisor as soon as possible.

Definition

A complaint is “an expression of dissatisfaction or concern, however made, about the standard of service, actions or lack of action by the charity or its staff or volunteers affecting an individual or group of individuals with whom the charity is involved”. A complaint may be verbal or in writing.

This is sufficiently broad to cover most complaints such as:

• Dissatisfaction with the administration of policy and decisions
• Delays in responding to service users and/or the public
• Failure to achieve standards of service
• Failure to fulfil responsibilities
• Employee’s behaviour or attitude
• Expressions of concerns, particularly from children, young people and vulnerable adults.

If the complaint is about fraud or other serious malpractice, the complainant can choose to use the Whistleblowing Policy. The complainant should either write directly to: 

Chief Executive
CLIC Sargent
Griffin House
161 Hammersmith Road
London
W6 8SG

or contact:

Public Concern at Work
Suite 301
16 Baldwins Gardens
London
EC1N 7RJ. top of page

Wherever possible, individuals should be encouraged to resolve complaints locally. Where this is not possible the person should be advised to write to or phone the Chief Executive’s office.

Complaints or concerns expressed by children, young people and vulnerable adults should also be resolved locally where possible. However, children, young people and vulnerable adults should be encouraged to contact the Helpline if they would prefer to do so or to contact the Chief Executive’s office direct.

All complaints will be acknowledged by the Chief Executive’s office within 7 calendar days with notification as to the Lead Manager dealing with the complaint.

In the event that the complaint or concern relates to safeguarding children or vulnerable adults then the staff member, volunteer or their manager will make immediate contact with the Duty Designated Safeguarding Advisor or through the Helpline under CLIC Sargent’s Safeguarding Policy. The Chief Executive’s office will be informed of the referral of this complaint.

The Chief Executive’s office will decide which function the complaint relates to and pass to the relevant Director or the relevant Safeguarding Advisor, who in turn would delegate the investigation to an appropriate manager.

The member of staff dealing with the complaint should arrange to meet or telephone the complainant to clarify the nature of the complaint, inform the complainant about the complaints procedure, investigate, and, where possible, agree resolution with the person, followed by a closing letter.

Where the matter does not relate to a safeguarding issue or involve a disciplinary investigation, the complaint will be resolved within 14 calendar days (21 calendar days in total from receipt by Chief Executive’s office). If this is not possible, an extension of a further 7 calendar days must be agreed with the person.

Where a complaint results in the use of the disciplinary procedure, this should not ordinarily delay resolution of the complaint where the outcome of the procedure is not material to the complaint. The same applies if a police or social services investigation is under way. However, where it is material then the response will be subject to the appropriate investigation and disciplinary processes. In this situation, the lead manager will be responsible for keeping in contact with the complainant as appropriate.

All complaints will need to be recorded as follows:

• All complaints received by the Chief Executive’s office, whether written or oral, shall be recorded by number and type, the staff member(s) dealing with the issue and the action taken by the charity.
• Any complaints being dealt with should be reported to the SMT meetings by the appropriate Director/Head of Department.
• A quarterly return should be made by the Chief Executive’s office to SMT and to trustees.
• The Chief Executive’s office will ensure that a review of policy, practice or procedure will take place as appropriate.

Where a complaint spans more than one department the Chief Executive’s office will determine the Lead Director and copy the complaint to other Directors as appropriate.
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Some complaints may have the potential to attract media attention. In this instance the Chief Executive’s office will notify the Director of Communications and Campaigning. It is the responsibility of the staff member responsible for the complaint to provide updates as appropriate on any media matters.

When a decision is given about a complaint, the staff member will inform the complainant that they have the right of appeal. The complainant will have the right to appeal within 14 days of receipt of the decision. The appeal will need to be put in writing to the Chief Executive giving the grounds for the appeal.

The Chief Executive will consider the complaint and will make a decision within 28 calendar days. Should the complaint involve the Chief Executive, the Chair of Trustees will consider the complaint. Having heard both submissions, the Chief Executive will consider the case and give a decision to the complainant and inform the department concerned in writing to follow an agreed course of action.

Where a complaint is found to be justified, consideration needs to be given to the question of a remedy. The remedy needs to be appropriate to the complaint. An apology verbally and in writing will normally be appropriate and other action may also need to be considered.

Where the complaint has the potential for reoccurrence a risk assessment should be made and appropriate actions taken.

Where there is a need for CLIC Sargent to consider disciplinary action, the matter will be dealt with under the disciplinary procedure.

Complainants should be informed that they can also forward their complaint to the following body or bodies, as appropriate:

Care Commission
1 Smithhills Street
Paisley
Renfrewshire
PA1 1EB
Telephone number: 0141 843 4262

Healthcare Commission
Finsbury Tower
103-105 Bunhill Row
London
EC1Y 8TG
Phone Switchboard: 020 7448 9200
Helpline: 0845 601 3012
Email: feedback@healthcarecommission.org.uk

Fundraising Standards Board
Hampton House
20 Albert Embankment
London
SE1 7TJ top of page