Complaint Handling and Dispute Resolution Policy

5. Complaint Handling and Dispute Resolution Policy 

Note: For employees, trustees and volunteers, please use the Proper Job Grievance Policy

Note: For Whistleblowing please refer to the Proper Job Whistleblowing policy (see more information on What is Whistleblowing, below)

1. Policy

Proper Job respects the right of anyone who has a concern to make a complaint about:

• any aspect of Proper Job’s work

• a service poorly performed or not performed the information we have published or provided

• any other matter over which Proper Job has control and for which it has some responsibility.

We also want to help customers and members of the public report major concerns over any wrong-doing. Such wrong-doing may relate for example to unlawful conduct, financial malpractice or danger to the public or the environment. In this case please refer to our Whistle blowing policy.

Any formal complaint or concern received by Proper Job will be investigated and responded to in writing. Guidelines for making a complaint set out below.

2. Complaint Procedure – Informal

2.1 This procedure can be used to enable anyone to raise concerns at an early stage and in the right way. We encourage people to make a complaint informally to the site or shop manager or the CEO or (if the case involves the CEO) the chair of trustees, so that it can be resolved quickly.

2.2 The procedure cannot be used for concerns over which Proper Job has no control.

2.3 This procedure relates to complaints from members of the public and customers. All employees should refer to the Proper Job Grievance policy.

2.4 If an informal complaint is received by the CEO, shop or site manager, they should try to resolve it promptly, by discussion with relevant people, using their discretion in relation to confidentiality and who should be involved.

2.5 Where appropriate a verbal or written apology should be made and filed, and an attempt made to retain custom, with a gift voucher or similar gesture.

2.6 The CEO and site managers should protect the reputation of the charity when dealing with any difficulty or complaint and staff training should also place an emphasis on the importance of reputation within the community. Skilful handling of challenging situations should be strived for on all occasions. Staff training should be offered where existing skills are not adequate.

2.7 The CEO and site managers should make every attempt to resolve the complaint satisfactorily without it progressing to a formal written stage. Site managers can draw on the skills of other team members to resolve a complaint or dispute if the CEO is not on site.

2.8 A verbal complaint, however minor, received by anyone involved in the charity, should be relayed promptly to the CEO so that it can be recorded and acted upon.

2.9 Any informal complaint should be addressed either immediately on site or within 5 working days by a clear written or verbal response that is noted for any future reference eg should the matter be escalated

3. Complaint Procedure – Formal

3.1 If the complaint cannot be resolved informally, a formal complaint (in writing or a voice recording or verbally /) should be sent to the relevant line manager ? CEO or (if the case involves the CEO) the chair of the trustee board, by post to Proper Job. As soon as a formal complaint has been received it will be logged in the complaints and grievances file on Teams (which will be a restricted folder that can only be accessed by the CEO and one trustee), including the date, the name of the complainant and details of the complaint. Complaints about the CEO will be held confidentially by the trustees.

3.2 The First Step: Once the complaint has been received by the relevant team leader/manager first step action will commence this might include a meeting with the complainant or an investigation into the matter if the necessary evidence/content of the complaint has been received. The person dealing with the complaint may if appropriate meet with other people to explore the issues. It may be appropriate to meet jointly with all parties, or to hold separate meetings with them – this is a matter for the judgement of the person considering the complaint. Written notes should be taken at the meeting(s), which should be held at an appropriate venue, Meeting(s) should take place within one week of the organisation having received the complaint, to review the complaint and offer a response to it. A written record of the meeting and formal response to the complaint should be sent within 5 working days of any meeting /follow up investigation required to come to a resolution or within 5 working days of receipt of the complaint if no further meetings / investigation was required . The response should be sent to everyone who attended a meeting setting out any actions to be taken by Proper Job and what the next steps of the procedure are.

3.3 The Second Step: If the complainant thinks that the result from the first stage is unacceptable, they can write to the CEO or chair of trustees (c/o Proper Job, marked “Private and Confidential”). This must be done within two weeks of receiving the response to the first step. The chair of trustees will meet with the complainant, and/or the person chosen by them as their advocate, and any other relevant people. The chair of trustees will then write to the complainant within a week of holding all the necessary meetings, setting out a response to the complaint, any actions to be taken by Proper Job and what the final step is. If appropriate, the chair of trustees will also write to the person against whom the complaint was made.

3.4 The Final Step: If the complainant is still not happy with the action proposed, then they should notify the chair of trustees within two weeks of receiving the response to the second step. The board of trustees will then convene a group to review the action taken or suggested, and the complaint itself. This group will consist of two trustees (other than the chair,if the Chair was involved at 2nd stage ), and a person who is independent of the organisation. The group will meet with the parties concerned and offer a final response to the complaint. They will make a final decision on the complaint and will write to the complainant within 5 working days of the formal meeting taking place

4. Complaint and dispute review

4.1 A trustee will conduct an annual review of all complaints, disputes and grievances and their resolutions.

5. What is Whistleblowing and when to refer to our Whistleblowing policy

5.1 Examples of whistleblowing include:

• Conduct which is an offence or breach of the law

• Alleged miscarriage of justice

• Serious Health & Safety risks

• The unauthorised use of public funds

• Possible fraud and corruption

• Sexual, physical or verbal abuse, or bullying or intimidation of employees, volunteers or service users

• Abuse of authority

• Other unethical conduct

5.2 Anyone raising a concern will not be at risk of losing their job or suffering any form of retribution, provided that:

• the disclosure is made in good faith;

• they reasonably believe that information, and any allegations contained in it, are substantially true; and they are not acting for personal gain.

5.3 Please refer to our Whistle Blowing policy if appropriate to your concern.