1. Introduction

CABA is committed to providing its volunteers, members, delegates and clients with the best possible services, which meet their needs, whilst ensuring that they are treated fairly and with respect.

We strive to provide quality services but recognise that sometimes things can go wrong or a client may become unhappy with the service they receive. We encourage feedback so we can learn and it will assist us with continually improving our services.

The purpose of each of these policies is to provide a framework for dealing with complaints, which can be given verbally, by phone, email or in writing.

If you wish to make a complaint, we will ensure that:

  • Your complaint is treated seriously and promptly
  • Your right to use a service will not be affected because you have made a complaint
  • Your complaint is handled without bias or discrimination.

2. Who can complain?

The Complaints policy is for the use of volunteers, members, clients and delegates. If staff have any reason to complain about the provision of services to a volunteer, member, delegate or client, they should use CABA's Grievance procedure. A carer, friend or advocate can also complain on behalf of a volunteer, member, delegate or client, as long as they have their permission.

You can complain about CABA's policy, services or actions.

3. Timescales

Complaints should be made within 6 months of the matter occurring or from the date it came to your notice.

We endeavour to acknowledge your complaint within 5 working days and provide a full response within 20 working days after our acknowledgement.

4. Complaints Procedure

Informal

Most complaints can usually be resolved informally. Initially please speak with the person who provides you with the service, or if you prefer, their manager, who will:

  • Take note of the nature and detail of your complaint
  • Inform you of our complaints policy and provide you with a copy
  • Discuss with you the outcome you would like and how you would wish the complaint to be resolved
  • Explain to you what will happen next and by when
  • If possible, they will try to resolve your complaint to your satisfaction, without adversely affecting the nature of the service
  • Record your complaint and explain our policy of logging complaints onto a register
  • Inform their line manager of the complaint.

If it is not possible to resolve the complaint at this stage or the nature of the complaint is of a serious nature then the complaint will become a formal complaint.

Formal

To make a formal complaint contact our HR and Facilities Manager in writing, email or by phone (details below).

The complaint will be passed to the most appropriate person, who will be a Manager or a Senior Manager within the service area that you have used. They will write to you to acknowledge your complaint and to inform you that they will be the one investigating your complaint. The letter will include a copy of our complaints policy. Once they have completed the investigation, they will inform you of the outcome by letter which will include:

  • A description of the process taken to investigate your complaint
  • Any conclusions drawn from the investigation and the outcome
  • Any actions that have been taken to resolve your complaint
  • Your right to appeal the outcome

If you are not satisfied with the outcome you can appeal, see the section below.

5. Appeal

To appeal contact our HR and Facilities Manager in writing, email or by phone (details below).

Your complaint and appeal with be passed to a member of the Executive team who will write and inform you that they will be reviewing your appeal.

They will investigate the facts of the case. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the formal complaint. They will write to you with the outcome of their investigation and will detail:

  • A description of the process taken to investigate your complaint
  • The conclusions drawn from the investigation, they will confirm if they agree or not with the finding from the original investigation and why
  • Any actions that have been taken to resolve your complaint
  • Your right to complain about the way your complaint has been handled (see below).

6. Complain about the handling of your complaint

If you feel your case is still unresolved, you can ask the President to review your complaint and act as an arbitrator. The decision of the President is final and can only take into account the handling, not the substance of the complaint. A copy of the review will be sent to you (the complainant) and the Chief Executive.

Whatever the outcome, the reply will set out the process for taking the complaint further i.e. if you (the complainant) do not feel that the issue has been resolved satisfactorily, you may ask for advice from the Charity Commission

http://www.charitycommission.gov.uk/how-to-complain/complain-about-a-charity/

7. Complaints about the President or Trustees

If your complaint is about the President, one or both of the Vice Presidents will manage the complaint. If your complaint is about the Trustees generally, the President will manage the complaint. Your complaint will be expedited swiftly so that there is no suspicion that the Trustees are failing to deal with a complaint.

8. Contact details for making a complaint

Address:

HR and Facilities Manager
CABA
8 Mitchell Court
Castle Mound Way
Rugby
Warwickshire
CV23 0UY

Telephone:
+44 (0)1788 556 366

Email:
feedback@caba.org.uk

9. Monitoring

Annually, the Chief Executive reviews and summarise all complaints received in the year and presents the finding to the Board, along with any appropriate recommendations.