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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 email@example.com 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 firstname.lastname@example.org 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.
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 email@example.com