Complaints Policy and Procedure

UNA Exchange is resolved to maintaining the highest possible standards and quality of service in all its activities. Committed to continuous improvement, we regard complaints as an opportunity for us to reflect on our processes and practices and identify and seize opportunities to strengthen and improve them.

Scope

Our complaints policy and procedure can be used by anyone who comes into contact with UNA Exchange and wishes to express dissatisfaction. This includes complaints about the quality of service provided by UNA Exchange and the behaviour of anyone involved in delivering that service. This does not include a complaint made on behalf of someone else, unless written consent is provided by that person; similarly, disputes between staff or in relation to employment are excluded, as these are covered by our Grievance Policy.

The charity will not engage with a complaint which is unreasonable, in that it is abusive, frivolous, vexatious or malicious in the reasonable opinion of the Director or Chair of Trustees, as appropriate. UNA Exchange will not engage in repetitive discussions about closed complaints.

Definition of a complaint

We define a complaint as a situation or instance where either an individual or organisation considers that UNA Exchange has fallen short of their reasonable expectations and wishes to express their dissatisfaction. A complaint is an expression of dissatisfaction about any aspect of the charity that does not fall into the remit of safeguarding or whistleblowing.

Making a complaint

Most complaints can be resolved informally and feedback is best delivered promptly and within context, either to individuals involved or their line manager. This is the first way to address why someone is unhappy. If a complaint cannot be resolved informally, you should raise a complaint with the Director in the first instance or, as appropriate, with the Chair of Trustees.

A formal complaint can be raised in writing by contacting either the Director or Chair of Trustees.

Email: director@unaexchange.org

Mail to:

Prvt & Confidential
Att: Director (or Chair)
UNA Exchange
Temple of Peace
King Edward VII Avenue
Cathays Park
Cardiff, CF10 3AP

Format of complaint

To help us to resolve your complaint and take on feedback, please include the following information:

  • State that you would like to make a complaint.
  • Include any supporting documents and correspondence.
  • Explaining your concerns as clearly and fully as possible.
  • If known, give the names of staff or volunteers involved, as well as any dates and places.
  • The outcome you are seeking by raising your complaint.

Complaints process

We welcome all feedback and undertake to:

  • Acknowledge receipt of all complaints as soon as possible.
  • Deal with all complaints fairly, constructively and consistently.
  • Listen to complaints and feedback and learn from them.
  • Resolve complaints, where possible, swiftly and in an honest and transparent manner.
  • Identify safeguarding elements in a complaint that might need to be addressed under our Safeguarding Policy.
  • Ensure information is handled sensitively with due diligence to confidentiality and data protection legislation.

Appealing a decision

If you are not satisfied with the proposed resolution you can contact the Chair of Trustee to request an appeal.

Your written request for an appeal must include a statement as to why the response is not satisfactory and provide evidence to support the appeal. You must submit the request within 14 days of the date of being informed of the complaint outcome.

Only the complainant or the accused party has the right of appeal.

If you remain dissatisfied you can get in touch with either the Fundraising Regulator, if your complaint is about fundraising, or the Charity Commission, for other areas of our work.

Fundraising Regulator
2nd Floor, CAN Mezzanine Building
49-51 East Road
London, N1 6AH
0300 999 3407
https://www.fundraisingregulator.org.uk/make-a-complaint/complaints/

The Charity Commission
PO Box 1227 Liverpool
L69 3UG
0845 3000 218
https://www.gov.uk/complain-about-charity