Complaints Policy

1. Purpose of the Policy

This policy sets out how members, volunteers, and visitors can raise concerns or complaints about the organisation, its staff, or its services. We aim to handle all complaints fairly, promptly, and respectfully.

2. Who Can Make a Complaint

Any individual who uses our services, attends our activities, or interacts with the organisation may make a complaint.

3. What Can Be Complained About

Complaints may relate to:

• Conduct of staff, volunteers, or members
• Quality or delivery of services
• Decisions made by the organisation
• Safeguarding or safety concerns
• Any matter that affects a person’s experience with the organisation

4. Safeguarding and Right to Restrict Access

The organisation has a duty of care to protect the wellbeing, safety, and peaceful participation of all members, particularly vulnerable adults. We may refuse or withdraw access to our premises, activities, or services where we believe that an individual’s presence could compromise safety, safeguarding, or the effective functioning of the group. Such decisions are made by senior management based on available information and may be taken without prior notice where necessary to protect members. Individuals affected by such decisions may raise a complaint through this procedure.

5. How to Make a Complaint

Complaints may be made:

• In writing (email or letter)
• Verbally to a senior staff member
• Through an advocate or representative

Complaints should include as much detail as possible.

6. How Complaints Are Handled

• The complaint will be acknowledged within 10 working days.
• A senior manager or trustee will review the complaint.
• The organisation may request further information if needed.
• A written outcome will be provided within 30 days where possible.

7. Outcomes

Possible outcomes include:

• Explanation or clarification
• Mediation or facilitated discussion
• Review of policies or procedures
• Decision upheld or overturned
• Restrictions maintained, modified, or removed

8. Appeals

If the complainant is dissatisfied with the outcome, they may request an appeal. Appeals will be reviewed by a trustee or independent senior person not involved in the original decision.

9. Confidentiality

All complaints will be handled confidentially, except where safeguarding or legal obligations require disclosure.

10. Records

A record of all complaints and outcomes will be kept securely for monitoring and safeguarding purposes.

Address: Tarling Community Centre, 2 Fallows Close,

London, N2 8LG   Email: yarancharitymh@gmail.com