Complaints Policy

General Statement of Intent

REN is an independent voluntary umbrella organisation. Our key aim is to empower Black and Ethnic Minority organisations within the District of Bradford to be more effective as providers of services and in championing the needs of their communities. Our main role is to improve access to infrastructure support services for BAME organisations. We will achieve this by bringing them together onto a single platform to empower them and through a strong advocacy role. REN is committed to providing its members, users and other stakeholders with the best possible service. As part of this commitment, we operate a complaints procedure that is detailed below.

Scope of the Policy

We recognise that from time to time there may be occasions when users of our services feel that the quality or level of service provided falls short of what they could reasonably expect. Your continued goodwill is greatly valued by us and we would expect to resolve any day to day problems as quickly as possible. In the first instance, we would expect you to raise any complaint directly with the Project Manager / Chair as appropriate. The more formal procedure outlined below is intended for use where informal communication has not resolved the problem.
Who to complain to:
Complaints about the conduct of REN staff/volunteer / Board Member should be addressed to the REN Project Manager or to the Chair of REN Board.

How to complain:

The complaint should be made either in person or by telephone, fax, letter or email to the appropriate person who will acknowledge, in writing within ten working days, the receipt of any complaint. Complaints should be from (a) named individual(s) – even if on behalf of a group or (an) another person (s); anonymous complaints will not be acted upon. Complaints should be specific and factual (as far as is possible). At any stage in the process, the complainant may be accompanied or supported by a friend or work colleague – but not a legal representative.

This is what REN will do:

1. The Project Manager and or Chair will investigate the circumstances leading to the complaint and will communicate the results of the investigation to the complainant within a reasonable time – normally within 20 working days of the complaint being received. If the complaint is found to be justified, the Project Manager or Chair will agree to any necessary further action with the complainant.
2. The complainant will have the right – if dissatisfied with the results of the findings – to put their case to an appeal panel of three members of the Board.
3. If the appeal is found to be justified, the appeal panel will agree to any necessary further action with the complainant. The decision of the appeal panel is final and no further appeal is possible.
4. The Project Manager or Chair will keep the Board informed of the number and nature of complaints and the outcomes. S/he will report to the Board on this at least annually.

In short, complaints will be:

 Taken seriously
 Formally acknowledged
 Investigated at the earliest opportunity
 Acted upon – where appropriate – as soon as is practicable
 Confidentiality is both expected and assured at all times.