Vineyard Compassion Complaints Policy
1. Opening Statement
Vineyard Compassion (VC) recognises that from time to time the quality of services provided by the charity may not meet up with the standards that individuals have come to expect. VC views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.
2. What is the purpose of this policy?
To provide a fair complaints procedure which is clear and easy to follow for anyone wishing to make a complaint.
To make sure everyone at VC knows what to do if a complaint is received.
To make sure all complaints are investigated fairly and in a timely manner.
To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
To gather information which helps us to improve what we do.
We believe that it is best to follow the principle of reconciling differences wherever possible before resorting to this formal complaint process. However, we recognise that, from time to time, there may be occasions when there will be no alternative but to resort to a formal complaint. This formal procedure should only be instigated when attempts to resolve the issue informally have failed or where, due to the nature of the complaint, it is not appropriate to address it with the person concerned.
3. Complaint Focus
The types of complaint that will fall under this policy will include:
Conduct of our staff and/or volunteers,
Discrimination,
Provision of inaccurate information,
Poor administration including delays in responding to enquiries, or
Financial mismanagement.
4. Safeguarding Concerns
This policy is not intended to be used for raising safeguarding concerns in regard to allegations of abuse against children and/or vulnerable adults at VC events or by staff or volunteers.
All safeguarding concerns should be directed to the Lead Safeguarding Officer at safeguarding@vineyardcompassion.co.uk.
5. Complaints Procedure
Your complaint should be made in writing (or by email), marked “Private & Confidential”, and sent to the Operations Director at VC who will acknowledge it in writing (normally within 7 days). Remember to include your full name with your complaint and to keep a copy of your letter. However, should your complaint be against the Operations Director please send it addressed to the VC Chair of Trustees.
For all complaints the Operations Director will then pass the complaint to the Chief Exec and arrange for your complaint to be investigated.
Complaints relating to the Chief Exec will be referred to the VC Board of Trustees, the trustees designated are Peter Lynas and Karise Hutchinson.
The results of the investigation will be communicated to you within a reasonable time – normally 21 days.
You have the right – if dissatisfied with the results of the investigation – to appeal by putting your case in writing to the VC Board of Trustees.
The trustees will appoint an appeal panel to review the complaint and ensure that no one previously involved in the complaint is a member of that panel.
The result of any appeal will be communicated to you and any decision of the appeal panel shall be final.
All formal complaints and responses made to VC will be recorded and filed in a secure place in accordance with the VC Data Protection Policy.
6. Monitoring and learning from complaints
Complaints are reviewed annually to identify any trends which may indicate a need to take further action.
7. External stage
The complainant can complain to the Charity Commission at any stage. Information about the kind of complaints the Commission can involve itself with can be found on their website at www.charitycommission.gov.uk/publications/cc47.aspx
8. Initial Contact
Complaints should be sent to VC Office
Email address: complaints@vineyardcompassion.co.uk
Postal Address:
Operations Director
Vineyard Compassion
Hope Centre
10 Hillmans Way
Coleraine
Co. Londonderry
BT52 2ED
Policy Created May 2022