JCT is committed to help people in need. This policy explains our responsibilities and how we will meet them.
JCT 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.
Our policy is:
- To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
- To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
- To make sure everyone at JCT knows what to do if a complaint is received
- To make sure all complaints are investigated fairly and in a timely way
- 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 expression of dissatisfaction, whether justified or not, about any aspect of JCT – encompassing all aspects of our services and operations including fund raising and client work.
Where Complaints Come From
Complaints may come from any individual, volunteer or organisation that has a legitimate interest in JCT, including the general public if something is perceived to be improper. A complaint can be received by email or in writing. This policy does not cover complaints from staff, who should refer to JCT’s internal policy on such matters.
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Overall responsibility for this policy and its implementation lies with the CEO who reports to the board of trustees of JCT.
This policy will be reviewed regularly and updated as required.
Complaints Procedure of JCT
If there is no access to email, written complaints may be sent to our Midlands address as follows: – Complaints, JCT Coventry, 7 Lamb St, Coventry CV1 4AE
Complaints may arrive through channels publicised for that purpose and the person who receives that complaint should:
- Make sure they have written facts of the complaint and make sure the complainant’s contact details are clear
- Note down the relationship of the complainant to JCT 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 further details by email ideally.
In many cases, a complaint is 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 should do so if possible and appropriate. Whether or not the complaint has been resolved, the complaint information should be passed to Lesley Cutts within five business days.
On receiving the complaint, the nominated person records it in the complaints Logbook electronically. If it has not already been resolved, they delegate an appropriate person to investigate it and to take 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 acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this 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.
If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed by two members of the COG team (Charity Operations Group). At this stage, the complaint will be passed to a nominated person from the COG team. The request for this management level review should be acknowledged within five working days of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.
The COG team will act for the Board of Trustees and COG 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 complaint at Stage One. The person who dealt with the 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. 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 upheld 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. The decision taken at this stage is final, unless COG liaises with the Board and then decides it is appropriate to seek external assistance with resolution.
As JCT is a registered charity, for any complaint that is not resolved, please see the guidance from this link: – Complain about a charity.
Variation of the Complaints Procedure
The CEO may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about a member of the COG team, they should not also have that person 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 amend our operations.