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Tees Valley Inclusion Project (TVIP) and its registered charity Halo aims to provide a high quality, responsive, client led service. In order to ensure this we need to take account of the views and wishes of those we are here to support
We welcome every opportunity to monitor and improve our service and having a “complaints and compliments” policy and a clear procedure for resolving complaints is one way of doing this.
Complementing Our Service
Compliments are valuable, welcome and important and when they are received, either verbally or in writing, they will be recorded. Compliments enable the
Organisation to:
Complaining About Our Service
TVIP/Halo recognises that there will be times when our directors, trustees, staff and volunteers make mistakes, or get things wrong. In order to learn from such mistakes we need to know about them and encourage people to comment or complain. Such comments or complaints will always be taken seriously, recorded and responded to as detailed in the procedure for resolving complaints which accompanies this policy statement.
Procedure for Resolving Complaints
Who Can Use This Procedure?
This procedure is for anyone who comes into contact with directors, trustees, staff and volunteers from TVIP/Halo. By anyone we mean service users clients, partners, key stakeholders, other voluntary groups, statutory agencies and any other member of the public.
You may have the assistance of a friend or someone else to help you with any or all of the stages of this complaints procedure. If you wish to follow this procedure and complain about an aspect of our service, this will NOT affect any services you receive, or wish to receive, from TVIP/Halo
If it has not been possible to resolve your complaint at Stage 1 you should move to
Stage 2.
2.1 If your complaint relates to the governance of TVIP or Halo by the Directors/Board of Trustees you should write to the Chair of Trustees, Halo Project , at the registered office:
309a Vanguard Suite, Broadcasting House, Middlesbrough TS1 5JA,
2.2 If your complaint relates to an operational policy you should write to the Chief
Officer, at the address above
2.3 If your complaint is about a member of the organisations staff or a volunteer you should write also write to the Chief Officer, at the address above. Your letter will be treated in confidence.
2.4 If your complaint is about a member of the Directors/Board of Trustees or the Chief
Officer you must write to The Chair of the Board who has been designated to handle
complaints at this level. If the complaint involves The Chair, you should write to the
Vice Chair at the address above
.
2.5 In 2.1-2.4 above your letter will be acknowledged by the addressee within 3 working
days of the date of receipt. If the addressee is on holiday or sick leave he or she will
have ensured that arrangements are in place for complaints to be acknowledged. The
Complaint will be recorded on our formal complaint log. Once the complaint has been acknowledged it will be fully investigated, by discussion with all individuals involved and
a written response provided within 20 working days. If this timeframe is delayed because of holiday or sick leave you will be informed when your complaint is acknowledged.
2.6 If you are not satisfied by the response at Stage 2 you should move to Stage 3.
At all times during this stage, you will be informed of the name of the person you
Should contact at TVIP/Halo
3.1 If your complaint has related to the governance of the by the Directors/Board of Trustees you should write to the Chair at the registered office in this policy.
3.2 If your complaint has related to an operational policy you should write to the Chair
of the Board of Trustees at the address above
3.3 If your complaint has been about a member of the TVIP/Halo staff or a volunteer your
complaint will be heard by the Chief Officer. If the complaint is about the Chief
Officer you should write the Company Secretary or Chair of the Board of Trustees
at the registered address
3.4 If your complaint has been about a member of the Board of Trustees or the Chief
Officer your complaint will be heard by a small panel of 3 members of the Board (not
including the designated trustee identified in 3.1-3.3 above). You should write to the
registered address
.
The Chair of Trustees will appoint the panel members and the panel will normally meet within 20 working days of your request. You will be notified in writing about the time and place of the meeting at least 10 days beforehand so that you may attend if you wish. A representative may accompany you.
The Review Panel will let you know its decisions and the reasons for those decisions in
writing within 7 days.
3.5 In 3.1-3.4 above your letter will be acknowledged by the addressee within 3 working
days of the date of the receipt. If the addressee is on holiday or sick leave he or she
will have ensured arrangements are in place for complaints to be acknowledged.
In 3.1, 3.2 and
3.3 once the complaint has been acknowledged it will be investigated,
by discussion with all involved and a written response provided within 20 working days.
If this timeframe is delayed because of holiday or sick leave you will be informed when
your complaint is acknowledged.
This is the final stage in the complaints and compliments procedure, but this does not
affect your right to contact any key funder if the complaint is about a service funded by these authorities. You can also contact your local MP, or the Charity Commission.
All line managers and the designated Directors/Trustee from the Board will maintain a record of complaints and compliments and these will be reviewed on a regular basis. The Board will receive information at their meetings of any complaints and compliments received in a quarter and information about complaints will be available to the public for inspection. Specific details which may identify individuals, be they complainant or staff, will be kept strictly confidential.
Complaints and Compliments Policy Statement reviewed 2022 next review 2024
