Whilst we make every effort to serve each other – our students, volunteers, sending churches and ministries, and colleagues – with excellence, circumstances may arise where an individual feels disappointed or let down by something we have failed to do, by something we have done or the way we have done it and wishes to bring this to our attention. We will take all reasonable steps to resolve any such situation in everyone’s best interests.
- If the issue relates to safeguarding concerns please follow our Safeguarding procedure
- If the issue relates to an academic matter please follow our Academics Appeals procedure.
For very serious concerns, such as an individual’s safety being placed at immediate risk, take such action as is appropriate. For example, by calling the emergency services.
Anyone who is dissatisfied should initially raise their complaint with a member of our team at the time the problem occurs or as soon as possible afterwards, as this enables us to respond and deal with an issue quickly.
We will seek to resolve this and meet any reasonable expectations the individual may have, ideally to their satisfaction. If we are unable to put things right quickly or to the satisfaction of the complainant, the staff member receiving the complaint should make a note of:
- The complainant’s name and contact details, unless they are unwilling to provide these.
- The nature of his/her concern and anything that they wished to be done about it.
- What options were considered and why it was not possible to resolve the complaint satisfactorily
- The circumstances surrounding the complaint, including when, where, any action that was taken and the details of others who were present/involved.
Advise the complainant that their concern will be passed to a member of the leadership team. If the complaint relates to a member of the leadership team, then the complaint will be reviewed by the leadership team as a whole. If the leadership team is unable to resolve the complaint to everyone’s satisfaction, it may if necessary be escalated to a trustee.
Where an individual wishes to make a formal complaint, they should write to, or email:
Jen Charteris (firstname.lastname@example.org)
To help resolve the complaint as quickly and effectively as possible, the individual making the complaint should do so as soon as possible and should include in their correspondence:
- Name, organisation (if relevant), address, telephone number and e-mail. If you do not wish to be contacted in a particular way, please let us know and we will of course respect this.
- As much information as possible, such as what happened, where, when (date/time), who was present and any action taken, and by whom.
- What it is you felt to be unsatisfactory.
- What you believe should be done to address your concern.
Receipt of the complaint will be acknowledged within 5 working days. The complaint will then be investigated. If necessary, specialist advice will be sought. Where clarification or further detail is felt to be necessary, a member of the leadership team will contact the person complaining to request further information.
A response will be sent within 15 working days. If this is not possible, a holding reply will be sent after 15 days advising when we estimate the investigation will be completed. The complaint response will explain our findings and what action we will be taking/have taken, subject to the constraints of the Data Protection Act, which will almost certainly not allow us to disclose sensitive personal information.
If the complainant is not satisfied with the response, he or she may appeal the decision, by writing to the Chair:
Philip Moore (email@example.com)
The appeal should be specific about why the individual feels the decision made was wrong and provide the facts and evidence necessary to demonstrate this.
A decision will be notified within 28 days and will be final.
Irrespective of the outcome of any complaint, we will consider if there is any requirement in respect of wider action and/or statutory reporting to the Charity Commission, H&SW Executive, other regulator, or the Police.
Consideration will also be given to whether any changes should be made to policies, procedures, training etc to see if anything might reasonably be done to prevent a similar issue from arising in future.
Anonymous complaints will be recorded and any facts available looked into. However, in doing so we will be mindful that anonymous complaints can sometimes be malicious and are always difficult to investigate fully. Everyone involved in our work, even incidentally, has a right to complain and we will take such complaints seriously. Equally, individuals who are the subject of a complaint have a right to reply, which is made difficult in the case of anonymous complaints, and to be protected from unsubstantiated and, potentially, malicious allegations.
Consequently, anyone wishing to complain is strongly encouraged to provide the information requested above and their contact details. This will also allow us to advise him or her of the outcome.
Potential Compensation Claims
If a complaint may potentially result in a claim for compensation, such as damage or loss to property, or personal injury, our insurers are to be notified.
The complaint will be treated as confidential and any communication on this issue, including responding to the complainant, will be subject to compliance with the Data Protection Act.