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This text sets out Compliments and Complaints Policy of We Don’t Settle.
The objectives of We Don’t Settle Compliments and Complaints Policy are to:
Has someone from We Don’t Settle done a great job for you today? If so, please email us at firstname.lastname@example.org and tell us who helped you and why they did such a great job.
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:
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:
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.
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 email@example.com or by post to the registered office as follows:
We Don’t Settle
The Coffin Works
13-15 Fleet Street
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.
In the first instance, written complaints will be allocated to a member of the We Don’t Settle team (‘Complaint Manager’). Within 48 hours of receipt of your complaint, the complaint manager will write to you setting out the procedure that will be followed, and the expected timeframe for resolving your complaint.
It should be possible for most complaints to be resolved at this level. However, if you remain dissatisfied with the outcome of your complaint, you can request for your complaint to be escalated to Stage 2 of the process.
The complaint manager may at their discretion escalate a complaint straight to Stage 2 if they consider that this is appropriate in the circumstances. If your complaint is escalated, we will inform you that this is the case.
At Stage 2, complaints are considered by the General Manager. If the General Manager was involved in investigating or responding to the original complaint, the complaint will be allocated to a member of the We Don’t Settle Board.
Within 72 hours of escalation of the complaint to Stage 2, the investigating officer or manager will write to you setting out the procedure and timescales for reviewing and responding to your complaint. As a guideline, we will aim to deal with Stage 2 complaints within 2 weeks of escalation.
If you are not satisfied with the outcome of your complaint following receipt of a final response from your allocated Stage 2 manager, or you feel that there have been unreasonable delays or failures in the process, then you may request to escalate your complaint to Stage 3.
The Stage 2 complaint manager may also at their discretion escalate a complaint straight to Stage 3 if they consider that this is appropriate in the circumstances. If your complaint is escalated, we will inform you this this is the case.
Stage 3 complaints are considered at Board level.
The Board will review the case and decide whether any additional action should be undertaken, including further investigation by an external investigator, or an independent officer not previously involved.
Where the Board decides that no further action is necessary, and the complainant remains dissatisfied, they may be directed to the Local Government Ombudsman.
The Board’s decision will be the final response from We Don’t Settle direct to the complainant.
When appropriate, mediation will be offered at each stage within the complaints process as an alternative dispute resolution process and before the complaint is escalated to a higher stage within the complaints procedure.
When mediation is agreed, the complaints process will be put on hold and will only resume in the event that the mediation process does not resolve matters.
When We Don’t Settle has fully investigated a complaint, and there appears to be no merit in a further investigation at a higher stage of the complaints process, the complainant will be advised that they can refer their complaint to the LGO if they remain dissatisfied with the outcome.
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 firstname.lastname@example.org