Member and public complaints procedure

Our approach

Although BDEF CIO tries to be as efficient as possible and to respond positively to the views of our members and the people who use our services, we recognise that there is always room for improvement. Therefore, we would like to get feedback from anyone who has a compliment or complaint to make.

This procedure can be used by any BDEF CIO member or member of the public. For employee, trustee and volunteer policy and procedures, see BDEF CIO Grievance Policy and Procedure and/or BDEF CIO Disciplinary Policy and Procedure.

Compliments

If you have a compliment about the organisation or want to praise a staff member or trustee, this is useful feedback, and should be sent to the office by letter, email or verbally, and it will be formally recorded and reported to trustees.

We also encourage compliments to be shared, so we can recognise good practice and learn from what works well.

Making a complaint

If you are unhappy with an employee or trustee from BDEF CIO, or with the organisation in general, the first step is to try to sort out the problem informally by discussing it with the person (employee or trustee) that you have had contact with.

If this does not lead to the problem being sorted out, then you should make a complaint, in a format that is accessible to you, and send it to the Director at our office. You can contact them via email at [email protected].

If the complaint involves the BDEF CIO Director, you should address the complaint to the Trustee Chair(s) of BDEF CIO at our office address or at [email protected]. It should be clear that you would like this issue treated as a formal complaint.

The Director or the Trustee Chair(s) (or a trustee with particular expertise nominated by them) will investigate the complaint by talking to you and any other people who are involved in the situation.

The investigator will then prepare a report on the complaint, which will be sent to you and to the Trustee Chair(s). They will consider all the information available and let you know in writing, or other accessible format, whether they uphold the complaint or not and what action they will be taking.

Appeal process

If you are not satisfied that your complaint has been effectively dealt with by the Director or Trustee Chair(s), you can appeal to the Board of Trustees. They will then set up a panel of at least two trustees who have not been involved in the investigation so far.

This panel will review the information provided, the information collected by the person who dealt with the complaint, and the decision that was made. They will organise a meeting to talk with you and with the BDEF CIO representative(s) dealing with the complaint. They will then decide if the procedure has been followed and an appropriate decision made.

At all stages of the process, you will have a right to an independent advocate or friend to support you, but BDEF CIO cannot afford to pay for them. If a BSL or language interpreter is required, BDEF CIO will cover the costs. You may also bring someone with you to any meetings, such as a support worker or a family member.

Timings

BDEF CIO aims to respond within the times stated below.

Initial complaint timeline

Informal discussion with the relevant BDEF CIO representative

They will respond within five of their working days, subject to your availability and any holiday or sickness absence. If there is anything that arises which affects the timeline, we will keep you informed and provide an updated expected response date.

Formal complaint to the BDEF CIO Director or Trustee Chair(s)

They will confirm they have received the complaint and are now dealing with it, within five of their working days. If there is anything that arises which affects the timeline, we will keep you informed and provide an updated expected response date.

Director’s or Trustee Chair(s) decision

They will investigate and report back to you within ten of their working days after step two. If there is anything that arises which affects the timeline, we will keep you informed and provide an updated expected response date.

Appeals timeline

You must formally let BDEF CIO know that you want to appeal within 8 days of receiving the initial decision, in writing, or another accessible recorded format.

Investigation by an Appeal Panel

They will complete their investigation within 14 working days of receiving your request for an appeal.

Formal response

The Appeal Panel will let you know their decision within 2 working days of the hearing.

Equality, Diversity and Inclusion

Complaints will always be taken very seriously and investigated fully. We also want to ensure that BDEF CIO provides a service that respects and complies with equal opportunities principles so, if you have an equalities-related issue or access requirement that may require a change in our timescales or the process, you should let us know when you first tell us of your complaint.

Equally we are subject to the Equality Act 2010. This law protects people against discrimination through work. Discrimination in this context means treating someone 'less favourably' than someone else, because of:

These are called 'protected characteristics'. If your complaint is related to discrimination based on protected characteristics, you should let us know when you first tell us of your complaint.