We take complaints very seriously, and aim to respond positively and to find suitable resolutions in a timely way. Our complaints policy sets out how we manage complaints, and how we aim to learn from them. This policy is for all volunteers, trustees, service users, prospective service users or volunteers, parents, carers, supporters, third parties and members of the general public. We are committed to resolving all complaints fairly and in good time.
Definitions used in this policy
- Complaint – a concern brought to us about any specific situation, event, volunteer, trustee or individual. We will investigate all complaints brough to us.
- Feedback – comments provided to us that don’t relate to a specific situation, event, volunteer, trustee or individual. These comments can be positive or negative. We don’t investigate feedback, but we do review it and use it to learn where we are getting things right, and where we are getting things wrong.
- Serious incident – a situation that is a significant breach of policy or law, or which may cause serious harm to Borderline Support UK’s reputation. All serious incidents are deal with by the board of trustees.
- Third party – anyone affected by our activities or actions, including but not limited to members of the public, third party organisations and suppliers.
If you have a concern about safeguarding, please don’t use the complaints policy, but instead follow our safeguarding policy to let us know about any safeguarding concerns.
We encourage all feedback on your experiences with us, whether positive, negative or neutral. While we don’t necessarily investigate feedback, we do use it as an opportunity to learn and develop.
Your complaint will be held in complete confidence. We only share the information about a complaint with those who absolutely need to know. You can also make a complaint anonymously if you wish, although this might make it harder for us to investigate.
All complaints raised are dealt with by the appropriate person within Borderline Support UK, dependant on the nature of the complaint. Any serious incidents are always dealt with by the board of trustees.
The Chief Executive has overall responsibility for ensuring that any complaints are handled appropriately. They are supported in this role by the board of trustees.
Complaint process overview
Most complaints can be handled informally, and we encourage you to let us know about your complaint or issue as soon as possible so we can resolve it quickly. If you do want to make a formal complaint, you can find out how below. Our complaints process aims to be quick, and lead to a satisfactory solution. To ensure this, we aim to:
- make it an easy process to make a complaint, taking into account different ways of preferred communication;
- treat complaints promptly, in a respectful manner, and in confidence where appropriate;
- investigate any complaints thoroughly in an impartial and non-judgmental way;
- respond to the complainant within a reasonable timescale;
- provide clear support and information to the complainant, and to any person that is the subject of a complaint;
- provide clear instructions on how to escalate a complaint should the complainant not be satisfied with the outcome.
Stage One – Making a Complaint
Making a complaint is simple, and you can contact us in whichever way is more convenient for you:
Via the website: www.borderlinesupport.org.uk/contact-us
Via email: firstname.lastname@example.org
Via postal mail: Borderline Support UK CIC, Collingwood Buildings, 38 Collingwood Street, Newcastle upon Tyne, NE1 1JF
Via Facebook: https://www.facebook.com/borderlinesupportuk
Via Twitter: https://twitter.com/BPDSupportUK
Via Instagram: https://www.instagram.com/borderlinesupportuk
However you choose to contact us, please ensure you include your name, address and a contact telephone number so that we can get back in touch with you easily.
When making a complaint, please provide as much information as possible. To deal with your complaint promptly and appropriately, we need to know:
- what the problem is
- how it occurred
- when it occurred
- how it has affected you
- the details of any person(s) or organisations involved
- what you consider should be done to resolve the problem
Stage Two – Our Response
We will acknowledge your complaint within five working days of receipt. We will record the details of your complaint, and agree with you the best time, date and method of getting back in touch with you.
Stage Three – Investigation
We will respond fully to your complaint within ten working days of our acknowledgement. We will lead an investigation into your complaint, and we will ensure it is dealt with impartially and promptly. If your complaint involves a specific person, that person will be excluded from the investigation process. Once we have completed our investigation, we will notify you of the outcome via email or first class post.
Stage Four – Appeal
If you remain dissatisfied with the outcome of the investigation, you may seek an appeal with the Chief Executive. You will need to send your written appeal to:
Borderline Support UK CIC
38 Collingwood Street
Newcastle upon Tyne
All appeals need to be lodged within 10 working days of the receipt of our notification of the outcome of the investigation.
We will write to you via first class post to advise of the outcome of your appeal.
Cases where we may not respond to a complaint
On very rare occasions we may choose not to respond to a complaint. These include (but are not limited to):
- any complaints lodged by a complainant who is being obviously aggressive, abusive, prejudiced or offensive in their manner or words;
- where a complainant is harassing an individual, volunteer or trustee;
- where the complaint does not relate to Borderline Support UK CIC and its work;
- when someone unreasonably pursues a complaint that we have already responded to. We may choose not to reply again following the conclusion of an appeal, and will always inform the complainant of our decision to do this;
- when a complaint is illegible;
- when a complaint appears to be spam or bulk emailing.
We keep records of each complaint and outcome for up to five years from the date of the complaint.