Feedback, Compliments & Complaints Policy & Procedure

Scope

This policy applies to all feedback, compliments, and complaints received from members, stakeholders, service users, and the general public, including matters related to our fundraising activities.

Definitions

· Feedback: General comments, suggestions, or observations about services provided by Homeless Link.

· Compliment: Positive comments expressing satisfaction or appreciation.

· Complaint: An expression of dissatisfaction requiring a formal response and investigation.

Policy Statement

Homeless Link is dedicated to addressing all feedback and complaints fairly, promptly, and transparently. Our policy ensures that everyone interacting with us can express their views openly, knowing their concerns will be addressed appropriately and professionally.

Informal Feedback Procedure (Stage 1)

We encourage resolving concerns informally first:

• Compliments and suggestions can be shared directly with staff, managers, directors or trustees.
• Minor issues or complaints should be raised verbally or in writing with the relevant people in the first instance, who will attempt an immediate resolution and log your feedback.
• You should expect to receive a response within 10 working days with either an explanation or an apology and proposed remedy.
• If you are unhappy with the resolution offered you can request that the issue be escalated to a formal complaint.
• The team you are dealing with will report your issue to Homeless Link management who will instigate the formal complaints procedure.

Formal Complaints Procedure (Stage 2)

If you prefer a formal approach:

• Please use our online complaints form to clearly outline your concerns
• Alternatively, you can submit your complaint by email to complaints@homelesslink.org.uk
• Please provide contact details (name, email and telephone) and your preferred method of communication in order that we can contact you and keep you informed of the progress of the complaint.

Investigation and Resolution Process

• All formal and escalated complaints will be acknowledged in writing within 5 working days.
• For formal complaints a designated person from the team concerned will investigate the complaint. This may include reviewing documentation, speaking with relevant individuals, and ensuring our policies and procedures have been followed.
• For escalated complaints the designated person should not be from the team concerned and will normally be another Homeless Link manager, but in some cases could be an external person.
• A full written response, detailing the findings, decisions, and any corrective actions proposed, will be provided within 20 working days. If more time is needed, you will be informed of progress.

Appeals Procedure (Stage 3)

• If you are dissatisfied with the investigation outcome and proposed resolution, you may appeal in writing within 14 days of receiving the formal response.
• Appeals will be considered by a panel of two managers or trustees not previously involved in the matter. Trustees will normally only be involved if your complaint is very serious or about the chief executive.
• The appeal panel's decision is final. A written response, including their rationale and any further action, will be provided within 20 working days.
• Homeless Link is a registered charity, and if you are still not satisfied, you may wish to raise a serious complaint with the Charity Commission at: www.gov.uk/complain-about-charity

Complaints about Fundraising

Homeless Link complies with the Fundraising Regulator’s Code of

Fundraising Practice and Fundraising Promise.

Unresolved fundraising complaints can be referred directly to the Fundraising Regulator at: www.fundraisingregulator.org.uk/complaints/make-complaint

Complaints about Data Protection

Homeless Link is a registered Data Controller registered with the Information

Commissioner’s Office with reference number Z7398932.

Unresolved data protection complaints can be referred directly to the

Information Commissioner’s Office at: ico.org.uk/make-a-complaint/

Monitoring and Reporting

All feedback is recorded and used to help improve our services. All formal complaints and appeals (Stage 2 and Stage 3) and their outcomes are reviewed quarterly by the Senior Management Team. Complaints relating to commissioned services may also need to be reported to the relevant commissioner.

An annual summary report on all feedback, compliments, and complaints will be presented to the Audit Risk Subcommittee of the Board of Trustees for oversight and action. This report will be drawn from the data logged in the Customer Interactions Records. There will be further information provided on any Stage 3 complaints.

Confidentiality

Feedback, compliments, and complaints will be treated confidentially, stored securely, and used only to facilitate resolution and improvement.

Contact Information

For further information or to provide feedback, please contact:

Homeless Link

Minories House, 2-5 Minories London EC3N 1BJ

Email: complaints@homelesslink.org.uk