Complaints

We are committed to operating a fair and accessible complaints process.

A complaint is an expression of dissatisfaction, and our aim is to encourage and support people to make complaints in a constructive way so that we can learn from and improve the way we operate in the light of them.  Where possible, the first stage of a complaint should always be attempted though an informal process of conversation (pleae see the stages of the process in the policy below).

Complaints made online are sent to the Director who then forwards it to the relevant team member.  If the complainant doesnt feel comfortable with the complaint going to the director than they can email the alternate person named within the policy below the form.  Alternatively, you can download a form for completion and return by hand/post.  Please make sure to complete all sections of the form as shown whichever way you submit.

Our full complaints policy is below:

Complaints Policy for Emmaus Hull & East Riding

  1. Policy Statement

Emmaus Hull & East Riding is committed to operating a fair and accessible complaints process. A complaint is an expression of dissatisfaction, and our aim is to encourage and support people to make complaints in a constructive way so that we can learn from and improve the way we operate in the light of them.

Ideally Emmaus Hull & East Riding aims to resolve any issues informally, however it is recognised that this will not always be possible. Therefore this policy and procedure provides a publicised process by which Companions, Volunteers, Staff, and Trustees can make a formal complaint about any issue affecting them within the Community.

  1. Policy Scope

This policy and procedure has been developed for Companions, Staff, Volunteers and Trustees in order that they can make a formal complaint about any issue affecting them within the Community.

  1. Making a Complaint

Complaints can be made verbally or in writing, to a nominated staff member as detailed in the table below. Where the primary person listed is not available, or the individual doesn’t feel comfortable to approach them, they should approach the person listed as the secondary contact.

Complainant Primary person to whom complaint should be made Secondary person to whom complaint should be made
Staff Operations Manager Director
Companion Development Community Leader Operations Manager
Volunteer Operations Manager Director
Trustee Chair of Trustees Vice chair of Trustees
3rd Party Operations Manager Director

If a verbal complaint is made the recipient of the complaint should make a written note of the complaint and obtain confirmation that it properly and fairly reflects the verbal complaint.

Any person wishing to make a complaint has the right to, and is encouraged to make use of an independent representative to help if they need this.

  1. Complaints Procedure

The Complaints Procedure has 3 stages:

Informal: Stage 1

Where the complaint is raised informally, attempts will be made to resolve the complaint within 5 working days. The recipient of the complaint will, where appropriate, investigate the facts and talk to any other persons involved.

The complainant will be given a written statement of the outcome of any investigation, the decision reached, and any action to be taken. A record will be made.

Formal: Stage 2

Where a complaint cannot be resolved informally, or the complainant is dissatisfied following the informal stage 1 process, they may refer their complaint formally in writing to stage 2.

Once a complaint has been raised, the complaint will be logged and recipient of the complaint will respond in writing, within 2 working days:

  • Acknowledging receipt of the complaint.
  • Providing notification of who will be handling the complaint and when a response can be expected to be provided.
  • Arranging a time to see the Complainant to get any further details about the complaint.

The Director will carry out a formal investigation (or Chair/nominated Trustee where the complaint involves the Director).  A response will be provided within 10 working days of the formal complaint being raised, unless it is not possible to do so. In this event complainants will be kept informed of the progress.

Following any necessary investigations, the complainant will be provided a written statement as to the outcome and any action to be taken. A record will be made.

Formal: Stage 3

Where a complainant is not satisfied with the outcome of their formal complaint, they can refer their complaint to stage 3 in writing, to the Chair of Trustees (Vice Chair where the complaint involves the Chair of Trustees). Should a complainant wish to refer their complaint to this stage, they should do so within 5 working days of receiving the outcome of their complaint at stage 2.

Where a complaint has been raised at stage 3, the complaint will be logged and recipient of the complaint will respond in writing, within 2 working days:

  • Acknowledging receipt of the complaint.
  • Providing notification of who will be handling the complaint and when a response can be expected to be provided.
  • Arranging a time to see the Complainant to get any further details.

The Chair of Trustees, with another nominated trustee will review the complaint and decide what further action may be required.

Following any necessary investigations, the complainant will be provided a written statement as to the outcome of their complaint and any action to be taken. This will usually be issued within 10 working days unless it is not possible to do so. A record will be made.

The complaint will be considered dealt with at this stage, and there will be no further stages to raise the complaint.

  1. Records and Monitoring

Emmaus Hull & East Riding will record and monitor formal complaints and their outcomes to ensure that:

  • The process is working in terms of this policy.
  • Information gathered is used to improve the Community.
  • Information gathered will be used in the review of all relevant policies and procedures.