Introduction
ISRA UK – Feed The Poor views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person (organisation) that has made the complaint. If you have a complaint about our organisation we want to hear about it and we will do our best to put it right.
Our Customer Complaints Procedure has the following goals:
To deal with complaints fairly, efficiently and effectively
To publicise the existence of our complaints procedure so that people know how to contact us
to make a complaint
To ensure that all complaints are handled in a consistent manner throughout
To increase customer satisfaction
To use complaints constructively in the planning and improvement of all services
To make sure everyone at ISRA UK – FTP 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 what we do
Definition of a Complaint
A complaint is any extension of dissatisfaction, whether justified or not, about any aspect of ISRA UK- FTP – encompassing both our fundraising and project delivery in the UK or abroad
Who can complain?
Any individual, volunteer or organisation who has legitimate interest in ISRA UK – FTP. A complaint can be received verbally, by phone, email or in writing. This policy does not cover complaints from staff, who should refer to ISRA UK –FTP’s internal policy on such matters
Confidentiality
All complaints will be handled sensitively, telling those who need to know and following any relevant data protection requirements.
Responsibility
Overall responsibility for this policy and its implementation lies with the board of trustees of ISRA UK – FTP
Review
This policy is reviewed regularly and updated as required
Complaints Procedure
UK Registered Charity No. 294263
ISRA UK – Feed The Poor would like to sort out any complaint as soon as possible.
Many complaints can be resolved informally. In the first instance contact ISRA UK – Feed The Poor and, if you feel able, speak to the member of staff who is working with you or ask to speak to their manager, who will try to sort the matter out.
If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.
If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.
Write down your complaint and send it to: ISRA UK – FTP
354 -356 Stratford Road Birmingham B11 4AA
Or email: [email protected]
Verbal complaints can be made by calling 0121 766 8771
Or in person at the address above or at any of our events or charity shops
Receiving Complaints
Complaints may arrive through channels publicised for that purpose or through contact details or opportunities the complainant may have, such as social media.
Complaints received by telephone or in person need be recorded where feasible The person who receives a phone or in person complaint should;
Write the facts of the complaint
Take the complainant’s name, address and telephone number
Note down the relationship of the complainant to ISRA UK – FTP, e.g. donor, volunteer,
sponsor
Tell the Complainant that we have a complaints procedure
Tell the Complainant what will happen next and how long it will take
Where appropriate, ask the complainant to send a written account by post or by email so the
complaint is recorded in the complainants own words
Resolving Complaints
UK Registered Charity No. 294263
P.O. Box 1301, Camp Hill, Birmingham B11 1QP Tel: 0121-766 8771 Email: [email protected] www.israuk.org
Stage One
In many cases, a complaint may be best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and they should do so if possible and appropriate.
Whether or not the complaint has been resolved, the complaint information should be passed to the ISRA UK – FTP director within five working days.
On receiving the complaint the director records it in the complaints Logbook. If it has not already been resolved, they delegate an appropriate person to investigate it and take the appropriate action. If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
Complaints should be acknowledged by the person handling the complaint within five working days. The acknowledgment should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of the complaints procedure should be attached. Ideally complainants should receive a definitive reply within a month. 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.
Whether the complaint is justified or not, 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 complaint.
Stage Two
If the complainant feels that the problem has not been satisfactorily resolved at stage one, they can request that the complaint is reviewed at Board level.
At this stage the complaint will be passed onto the Board of Trustees. The request for board level review should be acknowledged within five working days of receiving it. The acknowledgment should say who will deal with the case and when the complainant can expect a reply.
The Board of Trustees 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 complaint at stage one. The person who dealt with original complaint at Stage One should be kept informed of what is happening.
If the complaint relates to a specific person, they should be informed and given a further opportunity to respond,
UK Registered Charity No. 294263
P.O. Box 1301, Camp Hill, Birmingham B11 1QP Tel: 0121-766 8771 Email: [email protected] www.israuk.org
External Stage
ISRA UK – FTP is a UK registered charity and the complainant can at any stage complain to the Fundraising regulator.
Variation of the Complaints Procedure
The Board may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about a Chair or trustee should not also have the chair and/or Trustee involved as a person leading a Stage Two review.
Monitoring and learning from Complaints
Complaints are reviewed annually to identify any trends which may indicate a need to take further action.
Fundraising Regulator 2nd Floor CAN Mezzanine Building 49-
51 East Road, London N1 6AH 0300 999 3407
UK Registered Charity No. 294263
P.O. Box 1301, Camp Hill, Birmingham B11 1QP Tel: 0121-766 8771 Email: [email protected] www.israuk.org