Oakley Stitchers CIC

Complaints Procedure

Your Oakley Stitchers team take concerns and complaints very seriously. 

If you have a complaint about our organisation we want to hear about it and we will do our best to put it right, as soon as possible.

Our Complaints Procedure has the following goals:

• To resolve all issues at the earliest stage, but also provide a clear escalation path where necessary;
• To deal with concerns or complaints fairly, efficiently and effectively, ensuring all parties are heard;
• To ensure that all concerns or complaints are handled in a consistent and understandable way throughout;
• To use any concerns or complaints constructively in the planning and improvement of all services, procedures and processes.

What is a complaint?

A concern or complaint is an objection or criticism of something that has been found to be unfair, unacceptable, or otherwise not up to normal standards. It can be an expression of dissatisfaction within any area of Oakley Stitchers CIC. 

How to complain

We are always interested to hear from anyone who wishes to raise a concern or complaint, we are constantly learning. All feedback therefore, is valued and helps support us to provide an ongoing and better service to our supporters, staff, volunteers or recipients.

Usually, complaints can be resolved informally. Therefore, we request that you contact your project, group leader or administrator for support in the first instance.

If this is not possible or appropriate, please contact one of the senior leadership team @oakleystitchers@gmail.com

If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.

If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.

Write down your complaint and send it to:

Attn: Caroline Worley

Oakley Stitchers CIC

The Orchard

White Hart lane

Basingstoke

RG21 4AF

Phone Number: 01256 423858

Email: carolineworley@oakleystitchers.org.uk

 What will we do on receiving your complaint?

• We will listen and record your complaint and advise you how it will be handled.
• We will investigate and speak to all parties.
• We will take action to resolve the problem and inform you of the outcome and any actions taken.
• We will use information gained from all concerns to improve our procedures and services

We endeavour at all times, to treat you with understanding and respect during the process. We ask is that you do the same for all of our staff too.

All confidential information in relation to your complaint will be handled sensitively. Please be sure to mention if you wish any elements of your discussions with our staff to be kept confidential, to prevent any misunderstanding.

We are unable to respond to any anonymous complaints or matters for which the charity is not directly responsible.

 How long will it take to respond?

We endeavour to respond fully and conclusively to all complaints within 20 working days.

You will receive acknowledgement of your complaint within 5 working days of receipt. You will be contacted to make sure that we have understood your complaint properly. This may also involve an interview by the person investigating the complaint.

Whenever possible we will deal with any complaint or concern as quickly as possible, if we think it will take longer than the 20 days, we will let you know.

If an in-depth investigation is required we aim to provide a response within 30 working days.

 Is there an external body who could help me?

If your complaint is related to another area of our work or you do not feel satisfied with your internal resolution, please find a copy of the complaint form from the CIC regulator, using this link:

https://assets.publishing.service.gov.uk/media/6544d4c5d36c91000d935d37/cic-complaints-pro-forma.pdf

The form will then need to be posted or emailed to:

Complaints and appeals

CIC Regulator
1st Floor Companies House Crown Way
Cardiff
CF14 3UZ

Email cicconcerns@companieshouse.gov.uk

To keep this information accurate and relevant as possible. This procedure is reviewed and updated periodically or as required.