Complaints procedure

This procedure outlines how we will work to resolve complaints from beneficiaries and other third parties.

Who is covered by this procedure?

All beneficiaries, and third parties using BWBF products and services.

What is covered by this procedure?

This procedure covers how BWBF deals with complaints from beneficiaries, associates and third parties and explains what steps we take to ensure complaints are dealt with effectively.

Purpose

The purpose of this procedure is to ensure that no person coming into contact with BWBF ever feels that they have not had an excellent experience or that their feedback or complaint has not been taken seriously and dealt with empathetically and efficiently.

Feedback from beneficiaries, associates and third parties and how we deal with it, is invaluable in helping us to continuously improve. Negative feedback and complaints are particularly helpful in pinpointing what we need to do better. If we deal with complaints effectively, we can often improve our relationships with customers and associates overall.

The procedure

Complaints can be sent to any member of staff, volunteer or trustee and may be done so in many different forms. For example: by letter or email; by comments on a feedback form; in person from a beneficiary; by phone; or via social media.

However the complaint reaches BWBF, the following procedure will be followed:

Stage 1: Receiving the complaint

When BWBF receives a complaint, it will be sent to the the Assistant to the CEO, who will record the complaint and may reach out to the complainant to ask for more information.

Stage 2: Handling the complaint

The Assistant to the CEO will assign the complaint to the appropriate departmental manager. This manager will attempt to resolve the complaint in the first instance directly with the complainant.

Stage 3: Reporting complaints

The Assistant to the CEO should be advised of the suggested resolution. The Assistant to the CEO will follow up with the complainant to make sure they are happy with the resolution.

Stage 4: Closing the complaint

If the complainant is happy with the resolution, the Assistant to the CEO will close and file the complaint. In the event the complaint is not resolved, the Assistant to the CEO will follow up with the departmental manager involved to find an alternative resolution.

If no resolution can be found, then the complaint will be sent to the CEO who will work with the complainant to find resolution.

Timescale

Under regular circumstances, the complaint process should be completed within five working days. If the complaint is complex and cannot be dealt with within this timescale, the complainant should be updated regularly with progression on their complaint.