Wraysbury & Horton Resilience Complaints & Feedback Policy
Date adopted: 1st April 2025
Review date: 31st March 2026
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1. Policy Statement
Wraysbury & Horton Resilience (WHR) values feedback and recognises the importance of responding to concerns in a fair, open, and timely manner. This policy sets out how individuals can raise concerns and how WHR will handle complaints.
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2. Scope
This policy covers complaints made by:
– Members of the public
– Volunteers and members
– Partner organisations
It includes complaints about behaviour, service delivery, communication, and organisational practices.
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3. Principles
– All complaints will be taken seriously and dealt with sensitively
– Complainants will be treated with respect and without discrimination
– WHR will aim to resolve complaints quickly and informally where possible
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4. Informal Resolution
Where appropriate, we encourage concerns to be raised informally with the relevant person or volunteer. Many issues can be resolved at this stage.
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5. Formal Complaints Procedure
If informal resolution is not possible or appropriate:
1. Submit the complaint in writing (email or letter) to the WHR Chair or secretary:
Chair: Simon Carter Simon.Carter@Wraysbury.com
Secretary: Harley Hudson Harley.Hudson@Wraysbury.com
2. Include your name, contact details, nature of the complaint, and any relevant details
3. An acknowledgement will be issued within 5 working days
4. The complaint will be investigated and a written response provided within 15 working days, or an update if more time is needed
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6. Appeal Process
If the complainant is not satisfied with the outcome, they may request a review. A separate committee member (not involved in the original response) will:
– Review the handling of the complaint
– Provide a final response within 15 working days
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7. Confidentiality
All complaints will be handled confidentially. Information will be shared only with those directly involved in resolving the issue.
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8. Recording and Monitoring
WHR will keep a confidential log of complaints and feedback to:
– Identify trends or recurring issues
– Improve services and policies
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9. Vexatious or Malicious Complaints
Complaints made in bad faith or with malicious intent may be dismissed after appropriate review. Any pattern of misuse will be addressed by the committee.
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10. Review
This policy will be reviewed annually or following any serious complaint or structural change in the organisation.