Complaints Policy / Procedure
Any person making a complaint has a right to support from an independent advocate or friend at any point during this process. United in the Community will take any complaint seriously and do all it can to ensure that the situation is resolved to the complainant’s satisfaction. All complaints will be recorded.
If the complaint concerns United in the Community in general, the complainant should resolve the problem informally within the organisation.
If a resolution was not achieved within a reasonable timescale, move on to step two.
Complaints concerning United in the Community in general or an individual Trustee (including the Chair) will be investigated and resolved with a written response provided within ten working days, or if this is not possible, an update every ten working days until a full response is available.
If the complainant remains dissatisfied with the response, proceed to step three.
For complaints concerning United in the Community in general, a Trustee or a member of staff, a review will be carried out by a United in the Community Complaint Panel.
In this circumstance, the complainant will be invited to attend a meeting with the reviewing body, which will be convened within fifteen days of the request.
At the meeting, the complainant will have the opportunity to explain the complaint again and details of any investigation to date will also be heard. The reviewing body will then make a decision regarding appropriate action that may be required to resolve the situation and will notify the complainant in writing of the outcome within ten working days of the meeting.