Complaints Policy

Refugee Women of Bristol

Complaints Policy and Procedure

Refugee Women of Bristol (RWoB) is committed to serving its members in the best way possible. This means that we seek feedback on the service, whether positive or negative.

DEFINITIONS

Complaints are defined as all statements which indicate that something is unsatisfactory or unacceptable whether made formally or informally if the complainant either states that they are making a complaint or confirms that they would like the matter to be dealt with as a complaint when asked.

A complaints poster will be displayed at all venues where RWoB services are delivered.

SCOPE

This procedure applies to anyone wishing to make a complaint but does not apply to paid staff or volunteers. Paid staff should use the Grievance Procedure if they have a complaint. Volunteers should use the Volunteer Complaints Procedure or seek advice from the Development Manager

STAGE  1

Complaints can be made in person, over the phone or in writing initially to the member of staff delivering the service.  The complainant must be made aware of RWoB’s complaints procedure.

The staff member will make every effort to try and resolve the complaint informally and may ask their Manager to facilitate the discussion with the complainant.  A summary of these discussions will be recorded on the complaints form.

Stage 2

If the complaint cannot be resolved and the complainant wishes to take the matter further, he/she should be advised to contact the Development Manager (or a member of the Trustees if the complaint is against the Development Manager). At this stage the complaint must be submitted or recorded in writing.  Staff and volunteers will assist the complainant if necessary in the process of making a formal complaint. Any staff member or volunteer who assists in the complaints process will maintain confidentiality.

The complainant will outline the nature of their complaint and state what they would like to happen to remedy this. If appropriate, the complainant should be given the choice to remain anonymous.

The RWoB Manager (or Trustee member) will acknowledge the complaint in writing within 3 working days and if necessary seek further clarification from the complainant.

The RWoB Manager (or Trustee member) will arrange an investigation into the complaint.  This may involve speaking to the relevant parties or witnesses and recording the information received.  The investigation should be completed within 10 working days. In certain situations, the Manager may ask another member of staff to carry out the initial investigation.

The RWoB Manager (or Trustee member) will decide on an appropriate course of action and communicate this to the complainant in writing – (or verbally using an interpreter where necessary).  This process should be completed within 3 weeks of receiving the complaint.

Stage 3

If the complainant is not satisfied with the response, or with the way the complaint has been dealt, the complainant may write to the Chair of the Board of Trustees to request consideration/reconsideration of the complaint. The letter should state the reasons for the complaint and what course of action would be acceptable.  Any such request should be sent within 21 days.

The Chair (or in his/her absence, the Deputy Chair) will convene a panel of Trustees  members (Chair/Deputy Chair plus 2 others) who will meet to consider the complaint and will respond in writing to the complainant within 10 working days. The decision of the panel will be final.

All decisions will be recorded fully on the complaints form with supplementary notes as necessary

Policy Owner: Refugee Women of Bristol

Policy approved by: Board of Trustees

Date Policy approved: February 2025

Next review Date: February 2028

Complaints or comments 

If you have any questions or concerns about this policy please contact RWoB via [email protected]