We view complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the member, volunteer, client or organisation that has made the complaint.
Our policy is:
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of the work undertaken within our governance, professional and membership services including our volunteer membership network. This complaints procedure applies to our services in the devolved nations and internationally.
Where there is a specific complaint procedure that must be used as a priority. Separate complaint procedures exist for:
A complaint can be received verbally, by phone, by email or in writing. You may initially lodge you complaint by contacting our Contact Centre on 020 7827 5800 or by email at [email protected]
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Overall responsibility for this policy and its implementation lies with our Board of Trustees or as delegated to our Executive.
This policy is reviewed regularly and updated as required.