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This text sets out Compliments and Complaints Policy of We Don’t Settle. 

OBJECTIVES

The objectives of We Don’t Settle Compliments and Complaints Policy are to:

• Provide a framework which is simple for people to use and is equally accessible to all.
• Deal with problems as close to their source and as quickly as possible.
• Give those who engage with the organisation confidence that their comments are listened to and their complaints are being dealt with effectively.
• Ensure action is taken to solve problems and generate a positive attitude to feedback.
• Learn from feedback and prevent the recurrence of problems.
• Generate a consistent approach to compliments and complaints. 
• Protect the reputation and resources of We Don’t Settle.
• Ensure that compliments are shared with the officers concerned to recognise their contribution.

Compliments

Has someone from We Don’t Settle done a great job for you today? If so, please email us at info@wedontsettle.com and tell us who helped you and why they did such a great job.

Complaints

We Don’t Settles approach to complaints 

We Don’t Settle takes complaints against its officeholders, employees, interns and volunteers very seriously. 

Where possible, We Don’t Settle aims is to resolve the majority of problems as close to their source as possible, preferably before they are accepted into the formal complaints process (pre-stage complaints). If you have been dissatisfied with a service you have received, then please do pick up the phone or email your We Don’t Settle contact, who will do their best to resolve your issue. 

When dealing with your complaint, We Don’t Settle’ staff will:

• Be polite and courteous at all times;
• Use your preferred method of communication – written or telephone;
• Aim to deal with all aspects of your complaint or query; and
• At each stage of the process, keep you informed as to timescales, and what the next steps of the process are.

We Don’t Settle staff have the right to work without fear of harassment or bullying. When making a complaint, please could we ask you to:

• Refrain from using bad language;
• Refrain from making personal comments or threats to the staff member handling your complaint; and
• Refrain from making inappropriate or offensive remarks.

If we feel that a member of our staff is being threatened, intimidated or harassed by a complainant, we reserve the right to terminate the complaint handling process or to escalate the complaint without notice to you.

The complaints procedure

If you are dissatisfied with the outcome of a pre-complaint, or you would prefer to lodge a formal complaint, then please write to us either by email to info@wedontsettle.com or by post to the registered office as follows:

Complaints
We Don’t Settle
The Coffin Works
13-15 Fleet Street
Birmingham
B3 1JP

The complaints process has three formal stages (1, 2 and 3). If a complaint is made about an employee, We Don’t Settle’s Disciplinary Policy will also be referred to if deemed necessary by the Manager in charge of that individual. 

Confidentiality

Complaints made to We Don’t Settle will be treated in confidence.

The complaints manager, Stage 2 complaints manager, and/ or officer will only pass the details of the complaint to staff members and partner organisations who need this information in order to investigate it. Where possible, and unless required by law, We Don’t Settle will seek to ensure that any individual or organisation to whom information is supplied is under a duty to keep that information confidential. Please note that, where the complaint relates to a vulnerable person who you or we consider to be at risk, We Don’t Settle safeguarding procedures apply. In these circumstances, We Don’t Settle may have to share the information with other external agencies.

People who make their complaints public in the media may forfeit their right to anonymity and the right to confidentiality.

If you wish to view the organisation’s full Compliments and Complaints Policy, you can request that by emailing info@wedontsettle.com