ecoACTIVE Complaints policy.
HOW TO MAKE A COMPLAINT
We aim to provide an excellent service at ecoACTIVE. However, there are times when things can go wrong. We have set up our complaints procedure to ensure that you have fast and easy access to tell us about the details of your complaint. This will enable us to investigate promptly, put things right and therefore improve our service.
The complaints policy and procedures cover:
the quality or nature of the service provided
the actions of the members of the ecoACTIVE team and our volunteers
our adherence to our policies e.g. health and safety, child safe-guarding, recruitment, equal opps, volunteer or session workers policy etc.
How do I complain?
EcoACTIVE is committed to receiving your comments and complaints sympathetically, and where appropriate resolving the problem as amicably as possible. If you wish to complain, you can choose to do this formally or informally. Please consider the following options and decide which suits you best.
a) Resolving a complaint informally
An informal chat: Many complaints can be sorted out by talking the problem over with a member of ecoACTIVE staff. An informal chat may resolve the problem or clear up any misunderstanding. Please talk to a member of ecoACTIVE staff in this case. If asked, the staff member will record the main points of the discussion and give you a copy of this.
Discussion with ecoACTIVE’s Director: You may prefer to resolve the problem with ecoACTIVE’s Director. To do this, please contact the Director (contact details below). She will arrange a mutually convenient time to meet or discuss the issue over the phone within 10 working days of being contacted.
b) Making a formal complaint
If the informal process has not resolved the issue, you can make a formal complaint following the procedures outlined below.
Stage 1: Please request a complaints form from ecoACTIVE’s Administrators, by email (please see contact details below). Fill it in and send it to the Director at the address below. Within 5 working days we will contact you with an acknowledgment and tell you who is dealing with your complaint, what action we are taking to sort it out, and when you should expect to receive a report about your complaint.
Stage 2: if you are still not happy after receiving our response, you can ask for your complaint to be referred to the Chair of the Management Committee of ecoACTIVE. Please make this request in writing within 21 working days of receiving our response to stage 1 of the procedure. The Chair will appoint a complaints panel consisting of two members of the Management Committee who have no previous involvement in the matter. The complaints panel will hold a meeting within 28 working days of receipt of your request for stage2. You will be invited to attend the meeting, and may bring a friend or advisor to support you.
The Panel will report to the next meeting of the Management Committee including any recommendations for action and the decision of the Management Committee will be given to you in writing within 7 working days of its meeting. That will be final as far as ecoACTIVE is concerned.
At all stages the time limits can be altered by mutual consent.
Confidentiality:
Anyone making a complaint has the right to confidentiality. If your complaint is resolved informally, details will be available only to the person you discuss it with and the Director. If your complaint is made through the formal procedure, only the Director (who would normally be investigating the complaint, unless it is against her), the Chair, the complaints panel and the staff member being complained about, will know about its progress and its outcome.
Information gathered when looking into a complaint will only be used for the purpose intended and will not be shared without your knowledge or that of the staff member concerned. It will only be shared on a “need to know” basis, and will be kept in a secure place in line with our data protection policy.
Contact Information:
Please contact our Administrator if you wish to request a complaint form. This form includes contact details for the Director and the Chair of Management Committee should you want to contact them directly.
Administrator: [email protected]
ecoACTIVE, The Leaside Trust, Spring Lane, Clapton, London E5 9HQ
Telephone: 020 8510 0113