COMPLAINTS PROCEDURE

We aim to provide a high quality service in all areas, but we recognise that sometimes things can go wrong.

Your views are very important to us and we take all feedback we received very seriously. We appreciate all your comments as they give us an opportunity to learn and improve.

A complaint is an expression of dissatisfaction with Penny Appeal, any services or information we provide, and/or the behaviour of any member of staff. We will treat every complaint seriously, with sensitivity, discretion and understanding. We will treat you with courtesy and fairness.

We are committed to ensuring that :

  • You can make comments, criticism or complaints as openly and easily as possible.
  • You can complain by letter or email.
  • Your complaint will be investigated thoroughly.
  • Your complaint will be treated seriously, following an agreed procedure, as part of our commitment to quality services and continuous improvement.
  • Your complaint will receive a full response within the shortest possible time.
  • Your complaint will be recorded, monitored and used to inform and enhance future practice

We will :

  • Respond in writing within five working days of acknowledging receipt of your complaint.
  • Investigate your complaint and send you a written response within twenty working days of receiving your complaint.

We are a Charity and keen to use our resources wisely and in the best way possible. This means that there may be rare occasions when we choose not to respond to a complaint at all. If this is the case we will always inform you. This may occur when:

  • The complaint does not relate directly to something that Penny Appeal has done or it relates to something that we are not in a position to comment on.
  • Someone unreasonably pursues a complaint that has already been investigated in line with Penny Appeal’s complaints procedure. In this case we may choose not to reply again.
  • A complainant is being abusive, prejudiced or offensive.
  • A complainant is harassing a staff member.
  • A complaint is incoherent or illegible.
  • A complaint has clearly been sent to us and numerous other organisations as part of a bulk mailing or email. In this instance we will choose whether it is necessary for us to reply or not.

We will investigate anonymous complaints and use the information to improve in any way we can.

How can I complain?

If something goes wrong or you are unhappy with an aspect of our work, your first course of action should be to raise your complaint informally with the person or service concerned. They will often be able to put things right quickly.

If you are not satisfied with the outcome of the initial investigation into your complaint and you feel the matter has not been resolved, then you can make a more formal complaint. You can make this to the Chief Operating Officer (COO). The COO has responsibility for ensuring that complaints about the charity are recorded and handled appropriately. When making your complaint you should state clearly and briefly:-

  • What went wrong
  • When and where it happened
  • Who was involved
  • What you want from your complaint
  • Your name, address and contact details (telephone and/or email)

You can send an email (marked ‘complaint’) to hanif.malik@pennyappeal.org or write a letter to:

Chief Operating Officer

Penny Appeal

Cross Street Chamber

Cross Street

Wakefield

WF1 3BW

The Chief Operating Officer or the person allocated to investigate your complaint will make sure that it is dealt with effectively. You will receive a written acknowledgement within five working days of your complaint being received. We may need to ask you some questions and to seek information from others. An investigation will be carried out and you will be sent a written response within twenty working days of Penny Appeal receiving your complaint. This response will inform you of any action we will take and or any general action we plan to take to improve our services in the future.

If at any stage we think that the complaint investigation will take longer we will let you know and we will give you written updates every twenty working days. This may be the case if the complaint investigation is complex or it requires the collection of statements from multiple people.

We really hope that our Chief Operating Officer or nominated Manager, is able to resolve your complaint in an honest, open and satisfactory way, however if you remain dissatisfied with the outcome of your complaint or the way in which it has been managed, you should send an email (marked ‘complaint’) to Chief Executive Officer aamer.naeem@pennyappeal.org or write a letter to :-

Chief Executive Officer

Penny Appeal

Cross Street Chambers

Cross Street

Wakefield

WF1 3BW

Again you will receive a written acknowledgement from us within five working days of your complaint being received. Your complaint will be investigated and you will receive a response within twenty working days.

We hope that our Chief Executive Officer is able to resolve your complaint in an honest, open and satisfactory way, however if you remain dissatisfied with the outcome of your complaint or the way in which it has been managed, you should send an email (marked ‘complaint’) to Chairman at adeem.younas@pennyappeal.org write a letter to :-

Chairman

Penny Appeal

Cross Street Chambers

Cross Street

Wakefield

WF1 3BW.

Your complaint will be acknowledged within five working days of your complaint being received. Your complaint will be investigated and you will receive a final response within twenty working days.

Our pledge

We treat all comments and complaints as an opportunity to improve We are happy to acknowledge any mistakes we make, sincerely apologise for them and seek to prevent them from happening again in the future.

Thank you for helping us to provide a better service.