Comments, Compliments and Complaints Policy

Clore Leadership is committed to ensuring that its work is of the highest quality, and proactively seeks feedback on where and how we might improve the services we provide. We believe that through effective management and investigation of comments, compliments and complaints we can identify learning to achieve high quality work and continuous improvement as an organisation.

Comments

You may have an idea for improving our services. If you do, we would like to hear about it. We will acknowledge your comments or suggestions and let you know how we will use them or explain why we are unable to.

Compliments

You may want to congratulate us or an individual staff member for a job well done, or a service provided. We will share your views with those involved and encourage others to follow similar ways of working.

Complaints

Despite our best efforts, we know that sometimes things do go wrong or could be done better or in a different way. We realise there may be times when you may not be satisfied with the service you receive. Clore Leadership expects the highest standards of service, conduct and integrity from its staff. We will investigate any allegations if these standards have been breached. We take all complaints seriously and we are keen to resolve your concerns and problems.

Scope

This policy applies to all external stakeholders, including applicants, programme participants, collaborators, and members of the public.

Principles

The following principles underpin our approach to handling comments, compliments and complaints:

• We recognise that comments, compliments and complaints are an important part of customer feedback.
• The procedure is fair, easy and as transparent as possible.
• The procedure is accessible to all regardless of age, disability, gender, ethnicity, belief or sexual orientation.
• Making a complaint will not harm or prejudice the service that is given to the complainant.
• Concerns and complaints are dealt with efficiently, appropriately and are investigated within the agreed time frame.
• Complainants are treated with respect and courtesy and receive appropriate support throughout the handling of the complaint.
• Complainants receive a timely and appropriate response, identifying the outcome of any investigation.
• Action is taken where necessary in the light of the outcome of the complaint. This might include an explanation or an apology and if relevant and appropriate, information on any action taken.
• Learning from complaints will be used to improve our work and drive forward a culture of continuous improvement.

If you have any feedback – comments, compliments or complaints about our work please email [email protected] so we can track the feedback and share it with our staff.

Making a complaint about Clore Leadership

We have three stages that can be used to try to resolve the problem.

Stage One (Informal)

To make an initial complaint (Stage 1), please speak to or email the individual(s) concerned or their line manager and we will endeavour to satisfy your complaint and let you know of any remedial action that is to be taken. If you don’t know who to contact or do not wish to contact the individual involved, please email [email protected].

All complaints will be acknowledged within 3 working days from the date it is received. In order for us to resolve your issue to the best of our ability is important to provide as much information as possible so we can deal with your complaint promptly. This may include:

• The location/site of the subject of your complaint
• Relevant dates
• Names of any Clore Leadership staff involved
• Where our service failed to meet your expectations
• What you would like us to do to put things right

We will respond to Stage 1 complaints within 10 working days.     If we anticipate that it will take longer to resolve, we will keep you informed of our progress.

Stage Two (Formally registering a complaint)

If you are not satisfied with the response you receive at Stage 1, or you would prefer your complaint to be formally investigated, you can request your complaint to be escalated to Stage

2. Please submit the details of your complaint by email. Your complaint will be acknowledged within 3 working days from the date it is received.

A member of staff will be assigned to investigate your complaint and you will receive a full written response within 20 working days from the date of the acknowledgement. If we anticipate that it will take longer to resolve, we will keep you informed of our progress.

If you are not satisfied with the response to your complaint, you will be given the opportunity to speak to a Manager at Clore Leadership and given the option to appeal (Stage 3).

Stage Three (Appeal)

To appeal, please outline the reasons for your dissatisfaction by phone or in writing to the Executive Director / Chair of the Board.

This will be the final decision of the complaints process and will ensure the Executive Director/Chair has reviewed the investigation, made any further enquiries and then delivers the reason for the final decision.

The Executive Director/Chair will write within 30 working days of receiving the appeal.

Accessibility

If you have any access requirements that we need to put in place to respond to your Complaint please tell us details, alongside the details of your complaint. If you need a copy of this Complaints Policy in an alternative format please contact us.

Logging & Review Process

All comments, compliments and complaints will be logged and monitored by the Clore Leadership. A summary along with actions taken, is reviewed periodically by the Executive Team and the Board to identify themes and areas of success and areas for improvement and learning.

Data Protection

Personal data collected during the complaints process will be handled in accordance with the Data Protection Act 2018 and UK GDPR.

What to do if you are still unhappy with our response

Complain to gov.uk about a charity: If you are unhappy with how Clore Leadership has dealt with your complaint and would like to take it further, you can contact www.gov.uk/complain-about-charity for further information. You must have already raised a complaint with Clore Leadership before raising a complaint with gov.uk.

Charity Commission: If you are dissatisfied with Clore Leadership’s complaints process, you can contact the Charity Commission, who will be able to advise on whether they may be able to advise on the matter. The Charity Commission can be contacted at: http://www.charitycommission.gov.uk/About_us/Contacting_us/default.aspx