Belper Refugee Welcome Complaints Policy and Procedure
Belper Refugee Welcome (‘the Group’) views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the individual(s) who has made the complaint.
What is this policy for?
Our policy is:
to make it easy for any member of the resettled family or group member to make a complaint
to provide a fair and timely complaints procedure
to make sure everyone providing resettlement support knows what to do if a complaint is received
to make sure that complaints are, wherever possible, resolved and that relationships are repaired
to gather information which helps us to improve on the services provided as part of the sponsorship agreement
What is a complaint?
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of care provided as part of the sponsorship agreement. This will include complaints about:
The conduct of group members of Belper Refugee Welcome
The quality of the support received
Other service providers (for example: relating to accommodation, interpreters, medical or English Language tuition providers)
Who can make a complaint?
Complaints may come from any member of the resettled family placed in the care of Belper Refugee Welcome or a group member. A complaint may be received verbally, phone, email or in writing.
Resettled families will be made aware of this policy and it will be made available to them in their home language, both written and verbally.
How are details of a complaint handled?
All complaint information will be handled sensitively, with care and ensuring confidentiality.
Overall responsibility for this policy, its implementation and review, lies with the Core Group.
How should a complaint be made?
A complaint should be made at the earliest opportunity by speaking directly or emailing the Complaints Officer. Arrangements may need to be made for the verbal recording of complaints which can then, if necessary, be transcribed by an interpreter
If this is not possible or is inappropriate to do so due to the nature of the complaint, the complainant should contact Hannah Feldman at Sponsor Refugees.
For example: if a complaint is made about the Group’s Project Lead or Designated Safeguarding Lead (or their deputies), then Hannah Feldman at Sponsor Refugees should be informed in order that she can investigate.
Hannah – 07495 630621
Hannah.firstname.lastname@example.org and email@example.com
Hannah Feldman Citizens UK, 136 Cavell Street, London, E1 2JA
How should a complaint be responded to?
Complaints received verbally or by telephone should be written down immediately, and a secure record kept.
The Complaints Form will be used to record all complaints and show steps taken later, following the first contact.
The person receiving the complaint should:
Record the complainant’s name, address and contact telephone number
Write down the facts of the complaint
Remind the complainant of the complaints procedure
Advise the complainant what will happen next and give an idea of timescales
If possible, and where appropriate, ask the complainant to follow up by providing a written account of the complaint in their own words
Looking into a complaint
In the first instance it may be possible, if appropriate, that a complaint can be dealt with by the person receiving the complaint. If not, then the complaint should be referred to the Complaints Officer.
On receiving the complaint, the Complaints Officer records it in the complaints log. They will delegate an appropriate member of the Core Group to investigate it.
Complaints should be acknowledged by the person handling the complaint within two working days. The acknowledgement should say who is dealing with the complaint, give their contact details, and when the person complaining can expect a reply. A copy of this complaints procedure should be attached
If the complaint relates to a specific person, that person should be informed and given a fair and timely opportunity to respond as part of any investigation.
Ideally complainants should receive a definitive written reply within 10 working days. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
The reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the findings.
Responding to an escalated complaint
If the complainant feels their complaint has not been satisfactorily resolved following the initial investigation, they can request it is escalated.
At this stage, the complaint will be passed to Sponsor Refugees (Citizens UK). The request for escalation should be made to Jonathan Cox , who is the designated person: firstname.lastname@example.org, and email@example.com. This should be acknowledged within two working days of receiving it.
The designated person should acknowledge receipt of the complaint in writing and advise the complainant how their appeal will be handled.
The designated person may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the initial complaint.
The same process outlined above, ( 1-5), should be followed.
Any individuals who dealt with the original complaint should be kept informed and given ample opportunity to explain the reasons for the original decision.
The decision taken at this stage is final, unless it is appropriate to seek external assistance with resolution from an external organisation, such as Reset.
Variation of the Complaints Procedure
Sponsor Refugees (Citizens UK) may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about a person who is responsible for reviewing a complaint.
Monitoring and Learning from Complaints
Complaints are reviewed quarterly by the Complaints Officer and Project Lead in order to identify any trends which may indicate a need to take further action. We need to know what we have learnt from complaints and what we might need to do to improve
A copy of this complaints policy is made available to the resettled family in their own first language. This will be included as part of their welcome pack provided on their arrival at their new home. An interpreter will also explain this policy verbally to the family.
Translation into the appropriate language is also provided, as necessary, both for the complaint itself and for subsequent communications during the complaint process, including the final response.
Who is responsible for this policy?
Overall responsibility for this policy and its implementation lies with Core Group members of Belper Refugee Welcome, and Sponsor Refugees.
This policy is reviewed annually and updated as required.
Appendix A: Complaints Form
You are more than welcome to make the complaint in Arabic if this makes it easier for you. This form is to help you and us have a record of what the problem is and when it happened.
Name of person(s) making the complaint
Your address and email:
Your phone number:
Reason for complaint:
What the problem is and when it happened
Thinking about who, what, when and where might help you to explain this
Please continue on another sheet of paper if you need to.
To be completed by the Belper Refugee member looking into the complaint
Person receiving the complaint:
Date complaint received:
Steps taken to investigate the complaint, time frame, feedback and learnings (please include date in each entry):
Date complaint resolved: