1.1 We know that raising a concern or complaint can feel really uncomfortable and cause anxiety for some people.
1.2 We want to reassure you that if you have any concerns about our service, we would want you to tell us about it and we will receive it with kindness and empathy.
1.3 We know that despite our best efforts, sometimes things go wrong and mistakes are made. Everyone that works in our organisation is human, doing the best they can with what they have.
1.4 We don’t like to get things wrong and we certainly don’t want to cause anyone any harm but we also know that these are often important opportunities for us to learn and grow as individuals and as an organisation.
1.5 When we know better we can do better and wherever there are lessons to learn we will implement changes to improve our service.
1.6 We are hopeful that with this approach and by working together most situations can be resolved verbally and informally.
1.7 However where this isn’t the case and you wish to raise a formal complaint, we have set out the following procedure. This is designed to ensure transparency, fairness and consistency in the handling of all complaints.
2.1 We would ask you to put your complaint in writing as soon as possible after the event about which you are complaining.
2.2 We will not accept complaints more than 3 months after the event happened unless you were unaware of the event or there are extenuating circumstances that prevented you from making the complaint.
2.3 All complaints should be sent to info@giftedwomen.co.uk and will be forwarded to the Operations Manager who will conduct an investigation.
2.4 Where a complaint relates to the Operations Manager, it will be forwarded to our Chair of Trustees who will either investigate or delegate to another Trustee.
2.5 All complaints will be acknowledged in writing within 3 working days.
3.1 We may contact you or ask to meet with you, if further information or clarification is needed. We ask that for the sake of all parties, we work together to resolve the complaint as quickly as possible. If you would like to bring someone to support you, please just let us know.
3.2 We will aim to provide a written response within 10 working days. Where this isn’t possible, we will provide you an explanation and estimated timescale for the response.
4.1 Our response will include a summary of the investigation, our findings and a decision as to whether your complaint is upheld, rejected or partially upheld.
5.1 If you are unhappy with the decision, you have 10 working days from the date of the response letter to appeal in writing to the Board of Trustees. This appeal can be sent to info@giftedwomen.co.uk with ‘FAO Board of Trustees – Complaint Appeal’ in the subject line.
5.2 Our Trustees will consider your appeal and send you a final written response within 10 working days.
5.3 The Trustees decision is final.
5.4 If you remain dissatisfied with the response, depending on the nature of your complaint, you may be able to report your concerns to the Charity Commission. You can find more information about that here Make a serious complaint about a charity.
