Introduction 

Creating Hope is committed to providing the highest level of service to all our stakeholders. We value feedback and use it to improve our services. This document outlines the policy for raising and handling complaints. 

Purpose 

The purpose of this policy is to ensure that all complaints are handled fairly, consistently, and wherever possible resolved to the complainant's satisfaction. 

Scope 

This policy applies to all staff, volunteers, service users, and other stakeholders of Creating Hope. 

Policy Statement 

Creating Hope aims to provide a high standard of service in all areas of our work. We welcome feedback, including complaints, as it helps us to improve our services. We are committed to handling complaints in a way that is fair, transparent, and timely. 

Procedure for Making a Complaint 

Informal Resolution 

In the first instance, we encourage complainants to raise their concerns informally with the relevant staff member or volunteer. Many issues can be resolved quickly and effectively in this way. 

Formal Complaint 

If the complainant is not satisfied with the outcome of the informal resolution, they may submit a formal complaint in writing (please click here for the form). The complaint should include details of the issue, any steps already taken to resolve it, and the desired outcome. Your completed complaint will be reviewed by Tim Croxson, a trustee, who will decide who investigates the complaint.

Investigation 

Upon receipt of a formal complaint, an investigation will be conducted by a member of staff or Trustee who has no direct involvement in the matter of concern being raised. The complainant will receive an acknowledgment of their complaint within 5 working days and a full response within 20 working days. 

Appeal 

If the complainant is not satisfied with the outcome of the investigation, they may appeal in writing (to our postal address, or via email) to the Chair of the Board of Trustees, Anthony Thompson (or other Trustee if the complaint relates to him). The appeal should include reasons for dissatisfaction and any additional information for consideration. 

Final Decision 

The Board of Trustees (excluding any Trustee who might have a conflict of interest) will review the appeal and provide a final decision within 30 working days. This decision will be communicated in writing to the complainant. 

Confidentiality 

All complaints will be handled with the utmost confidentiality. Information will only be shared with those who need to know in order to investigate and resolve the complaint. 

Monitoring and Review 

Creating Hope will monitor complaints to identify trends and areas for improvement. This policy will be reviewed annually to ensure its effectiveness.

Approved: 03/02/25