The Trustees of Thoughtful have adopted the following procedure to deal with informal and formal complaints from members of Thoughtful or the general public about appropriate matters relevant to the running of our organisation, service or membership. The formal aspect of this procedure is to be used only when informal attempts to resolve problems have been unsuccessful.
Framework of Principles
This procedure is designed to:
- Be well publicised and easily accessible.
- Be simple to understand and use.
- Be impartial.
- Be non-adversarial.
- Allow swift handling with established time limits for action and keeping people informed of the progress.
- Ensure a fair investigation by an independent person, where necessary.
- Allow for a hearing of a panel of Trustees, where appropriate.
- Respect people’s desire for confidentiality, wherever possible.
- Address all points of issue, provide an effective response and appropriate redress where necessary.
- Provide information to Thoughtful’s Directors so that services can be improved.
Raising an Issue or Concern/Making an Informal Complaint
Stage 1
You can raise a concern or make a complaint by phone or in writing via email to the Directors. They will investigate the complaint and decide on the initial course of action to be taken. Many concerns or complaints can be resolved informally by discussion with the Directors. We ask that this is the first option undertaken.
Sometimes we will not be able to solve the problem or allay concerns immediately. In this case we will:
- Send an acknowledgement of the complaint in writing within ten working days of receipt.
- Confirm who will handle the complaint and how they can be contacted. On occasions, to ensure that the complaint is reviewed by the most appropriate person, this may not be the person to whom the initial complaint was made.
If a complaint is particularly complex in nature, we will seek to keep the person who made the complaint informed of the progress we are making as our investigations continue. We will aim to resolve the complaint within four weeks of acknowledging it.
However, if we are unable to do so, we will send the complainant a written update at that time to explain the current position. If we have been unable to resolve the complaint within eight weeks, we will write again to explain why we are not in a position to respond fully. We will also let the complainant know when we expect to resolve the complaint. When we have resolved the complaint, we will write to confirm details of the action we have taken.
Stage 2
Where informal attempts have been unsuccessful in resolving a complaint, the matter will be formally investigated by a Thoughtful Complaints Panel.
The complainant will be asked to write a letter to the Chair of Thoughtful outlining:
- why they are complaining
- who they have spoken to already
- what they want to happen as a result of the complaint.
The Chair of Thoughtful will arrange for the complaint to be considered and investigated by a Complaints Panel of three Trustees within 28 days of receiving the written complaint. A letter will be issued inviting the complainant to a meeting. Complainants may bring a friend, representative or interpreter to the meeting if they wish. The Chair of the Complaints Panel may invite any person who may help establish the facts of the complaint. The Chair will tell the complainant who this person is before the meeting. If any member of staff is required by the Complaints Panel to attend a meeting they will have the opportunity to be accompanied or represented as they wish.
When the Complaints Panel has fully investigated the complaint, the Chair of Thoughtful will write to the complainant confirming the outcome of the complaint and any agreed actions to be taken.
The outcome of this panel meeting will be final.
Appeals Procedure
Any appeal concerning Thoughtful course, assignment or mentoring outcomes should be addressed to the Directors. It should outline clearly the reason for the appeal and should be accompanied by any relevant evidence. It should include all relevant contact details. Evidence that has not been submitted with the initial appeal may be sent by post or email up to 7 days before the informal meeting.
The Directors will acknowledge receipt of the appeal within 7 working days and will make an appointment to consider the appeal with the person initiating the appeal (the appellant) within the following 14 days.
Should the appeal concern either of the Directors, it should be directed to the Chair of Trustees in the first instance.
Stage 1
The appeal will be considered by the Directors informally with the appellant. Thoughtful’s aim will be to find a satisfactory solution to the problem at this stage. If this is possible, the Directors and appellant will agree the stage 1 outcome and actions within 7 days of the stage 1 appeal. Should this not be possible, the appellant will have 28 days within which to prepare a stage 2 appeal. Receipt of the second stage application, with accompanying documentation will be acknowledged within 7 working days and a date agreed within 14 days for Professional Standards’ Board (PSB) to hear the case.
Stage 2
The appeal will be heard by a panel of 3. This will include the Chair of Trustees and 2 other Trustees, one of whom would normally be a member of the PSB who are independent of the complaint issue from source. The panel will consider the case and make a final decision. The outcome of the hearing will be communicated to the appellant within 14 days of the hearing by the Chair of the PSB. The decision of the PSB will be final.
Format of an Appeal Hearing
- Appellant will present their case.
- Panel members may ask questions.
- Appellant may ask questions of the panel.
- Panel will sum up the case.
- Appellant is given the opportunity to have the final word in summing up the case.
- The decision of the board is binding on all parties. There is no further right of appeal.
Guidance notes
The appellant is advised that they may be accompanied by a friend or colleague to the hearing. The appellant should nominate the individual to Thoughtful at least 1 day before the appeal hearing.
Contacts
Chair of Trustees: trustees@thoughtful.org.uk
Director of Operations and Development Emma Swinn MBE: emmaswinn@thoughtful.org.uk
Director of Philosophy and Education Grace Lockrobin: gracelockrobin@thoughtful.org.uk
