ࡱ> ~}` 0%8bjbj 4<3" &!&!&!8^!$!\1!"""""""$hMN-%""%% ""(((% p""(%((~9z{ |"! ȫ6&!g&}XTD01 ~p='||"LA#6(w#,#B"""'"""1%%%%$d  Employment manual section 10 General employment policies 10c Complaints policy [Enter your organisation title and contact details here] General statement [ORG NAME] aims to provide its members, organisations and individuals with the best possible service. We positively welcome suggestions you may have for how we can improve our service. Usually, a word with the person at the point of service delivery will suffice should a problem arise. However, we recognise that from time to time there may be occasions when users of our services feel that the quality or level of service provided fall short of what they could reasonably expect. We also want to know about these occasions so that we can make good the problem and plan to avoid its repetition. If you have a complaint, we would like you to tell us about it. This is what you should do: 1. If you have a complaint to make, it should be made to the [DESIGNATED PERSON],#* who will try to resolve the issue informally. 2. If the issue is serious, or you are not satisfied after raising it with the [DESIGNATED PERSON], you should make a formal complaint. 3. Your complaint should be made in writing, marked Private & Confidential", and sent to the [DESIGNATED PERSON] who will acknowledge it in writing (normally within 7 days of receipt). Remember to keep a copy of your letter. If you need an interpreter or advocate to help you make your complaint, [ORG NAME] can arrange this for you. 4. The [DESIGNATED PERSON] shall - in consultation with the Chair of the Trustee Board - investigate the complaint. (See separate check list). 5. The [DESIGNATED PERSON] shall communicate the results of the investigation to you within a reasonable time - normally 21 days. 6. You have the right - if dissatisfied with the results of the inquiry - to put your case in writing or personally to a panel comprising at least three members from the [ORG NAME] Trustee Board. If attending personally, you have the right to be accompanied by a friend or advocate to help put your case. (The panel also has the right to have an advisor present). 7. The decision of the panel will be final. 8. Where appropriate, [ORG NAME] will make a written apology to the complainant, and agree any further action necessary to make good the cause of the complaint. 9. All formal complaints and the response made to them will be recorded and filed in a secure place. 10. The Trustee Board shall be informed by the [DESIGNATED PERSON] at the first available meeting of the number and nature of any formal complaints and their outcome, and consideration will be given to the implications these have for the planning and management of future services annually, as part of [ORG NAME]s self-evaluation. # If a complaint relates to the Designated Person, read [ALTERNATIVE DESIGNATED PERSON] for [DESIGNATED PERSON] throughout this policy. [ORG NAME]s complaints procedure will be publicised to organisations and individuals who use its services. * The Designated Person would normally be the most senior paid staff member or nominated Trustee. Date Implemented:Future Review Dates200620072008200920102011Date reviewedDate approved By Trustees For more information or guidance This information sheet is part of the South London CVS Partnerships employment manual. Community Links Bromley is a membership of the partnership. The manual is designed for use by local voluntary and community organisations. We provide information, guidance and signposting on all aspects of running a voluntary and community organisation. For more information, see our website at www.communitylinksbromley.org.uk. Peter Dyer, Head of Organisational Development tel: (020) 8315 1917 fax: (020) 8315 1924 email:  HYPERLINK "mailto:peterd@communitylinksbromley.org.uk" peterd@communitylinksbromley.org.uk     Community Links Bromley Information Sheets Community House, South Street, Bromley BR1 1RH Tel: 020 8315 1900 Fax: 020 8315 1924 Email:  HYPERLINK "mailto:admin@communitylinksbromley.org.uk" admin@communitylinksbromley.org.uk Web: www.community:;<@ABST= Y t`O>O hnhn0J!OJQJ^JaJ hnhnCJOJQJ^JaJ&hnhn0J!5OJQJ\^JaJ h}h}CJOJQJ^JaJ'h}h65CJ OJPJQJ^JaJ #h}hGx5CJ OJQJ^JaJ hn5CJ OJQJ^JaJ #h}hW5CJ OJQJ^JaJ #h}hW5CJOJQJ^JaJhn5CJOJQJ^JaJ#h}h#t5CJOJQJ^JaJ;<TUV^ _ < = Y Z ^`gdn 0^`0gdn ^`gdngdngd} $gd# $gdn38$8 L "%ȴȉ{jYHY7 hMhK$CJOJQJ^JaJ hMhhCJOJQJ^JaJ hMh&CJOJQJ^JaJ hGxhGxCJOJQJ^JaJhnCJOJQJ^JaJhn)hnhn56CJOJQJ\^JaJ#hnhn6CJOJQJ^JaJ&hnhn56CJOJQJ^JaJ&hnhn5CJOJQJ\^JaJ hnhnCJOJQJ^JaJ#hnhnCJH*OJQJ^JaJ f g IJ;<ij  qrJ $Ifgd\gdn^gdn ^`gdn 0^`0gdnJKL !"#$%7K $$Ifa$gd\ $Ifgd\gdn7kd$$Ifl$$$$4 laKLMRW\afkvjjjjjj $$Ifa$gd\ $Ifgd\kdI$$Ifl40O#` t0j$644 laf4klz  $Ifgd\kd$$Ifl4֞Om # 0 t0j$644 laf4z{|}~ $$Ifa$gd\% $Ifgd\kd$$Ifl֞Om #0 t0j$644 la $$Ifa$gd\% gdnkd$$Ifl֞Om #0 t0j$644 lakl35689;<>?Z\gd& $dNgd# &dPgd# gdHgdfgdyegdf}gdK$gd&gdf}gdGx ijklmvx   012͚͚͚ͫt\It$hMhH0JCJOJQJ^JaJ/jhMhHCJOJQJU^JaJ hMhHCJOJQJ^JaJ)jhMhHCJOJQJU^JaJ hMhyeCJOJQJ^JaJ hMh91CJOJQJ^JaJ hMhrCJOJQJ^JaJ hMh&CJOJQJ^JaJ hMhfCJOJQJ^JaJ hMhf}CJOJQJ^JaJ234679:<=Z\88888#8$8%8|kieah}h&U h&h&0JOJQJmH sH +jh&h&OJQJUmH sH %jh&h&OJQJUmH sH h&OJQJmH sH h# OJQJmH sH hh&h&OJQJmH sH h&h&OJQJmH sH h\jh\U(hMh&CJOJQJ^JaJmH sH  linksbromley.org.uk 888888888888 8!8"8#8$8%8gdH$a$$a$gd&21h:p# / =!"#$% G$$If!vh5$#v$:V l$5$4$$If!vh55#v#v:V l4 t0j$6+55/ f4 $$If!vh55505555#v#v#v0#v#v#v:V l4 t0j$6+5550555/ f4$$If!vh55505555#v#v#v0#v#v#v:V l t0j$65550555/ $$If!vh55505555#v#v#v0#v#v#v:V l t0j$65550555/ DyK $peterd@communitylinksbromley.org.ukyK Vmailto:peterd@communitylinksbromley.org.ukDyK #admin@communitylinksbromley.org.ukyK Tmailto:admin@communitylinksbromley.org.uk"8@8 &Normal_HmH sH tH L@L & Heading 1$@&5CJOJQJmH sH N@N H Heading 2$@&5CJ$OJQJhmH sH V@V W Heading 3$<@&5CJOJQJ\^JaJJ@J & Heading 4$<@&5CJ\aJN@N & Heading 5 <@&56CJ\]aJH@H & Heading 6 <@&5CJ\aJZ@Z H Heading 7$ `0@@&>*OJQJmH sH H@H H Heading 8 <@&6CJ]aJd @d H Heading 9 $ `0@&^`05CJ$OJ QJ mH sH DA@D Default Paragraph FontRi@R  Table Normal4 l4a (k@(No List4@4 &Header  !4 @4 &Footer  !6U@6 & Hyperlink >*B*phF>@"F HTitle$a$5CJ0OJQJhmH sH .)@1. 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