Feedback, Compliments & Complaints Policy & Procedure

Scope

This policy applies to feedback from our members, other stakeholders who use Homeless Link’s services, and members of the public and includes feedback on our fundraising activities.

Policy

In order to ensure our services remain at a high and improving standard, we welcome all feedback from all our stakeholders and members of the public, whether it’s a suggestion for a change; a thank you for the service provided by one of our team or occasions when you feel we have not got it right or have missed something.

Homeless Link aim to deal with all feedback informally but on occasions when we are unable to resolve the issue, we have set out a formal process to ensure that any concerns raised are dealt with fairly, in a timely manner and with a right of appeal.

Homeless Link will report to the board annually on the number, nature, and outcomes of all formal complaints.

Homeless Link will ensure that all staff, volunteers, consultants and associates are aware of this policy & procedure know what they should to do if they receive a complaint.

Informal Procedures

Your continued goodwill is greatly valued by us, and we would expect to resolve any day-to-day difficulties or complaints informally and as quickly as possible. Therefore:

• Please contact one of our Directors to tell us when you have received excellent service from a member of our team.
• If you have a suggestion or are unhappy about any Homeless Link service, please speak to a relevant staff member, manager or a Director.
• If you are unhappy with an individual in Homeless Link, sometimes it is best to tell them directly. If you feel this is difficult or inappropriate, then speak to the staff member's manager or a Director.

If you are not satisfied with our response to a suggestion or complaint you have made, or wish to raise the matter more formally, please follow the procedure outlined below.

Formal Complaints Procedure

What you should do:

Write, email or telephone the Chief Executive at the address below:

Homeless Link, Minories House, 2-5 Minories, London, EC3N 1BJ

Tel 0207 840 4430

Email: complaints@homelesslink.org.uk

The Chief Executive will pass on the complaint to the member of the Senior Management Team (SMT) responsible for the area of work concerned. If the complaint is about the work of a member of the SMT, the complaint will be dealt with directly by the Chief Executive.

If your complaint is about the Chief Executive, please contact the Chair of Trustees at the address above.

What Homeless Link will do

All written complaints will be logged. You will receive a written acknowledgement within 10 working days which will give a timescale within which Homeless Link will reply to you, this will normally be within 14 working days.

The Senior Manager / Chief Executive / Chair of Trustees (as appropriate) will investigate the circumstances of the complaint. This will include reading any information you have given us, speaking to you and any relevant staff, volunteers, consultants or associates of Homeless Link and checking our policies & procedures. The outcome of the investigation, including, as appropriate, an explanation of how Homeless Link came to their conclusion, what Homeless Link intends to do to address the issue and an apology will be sent to you within the timescale set out in the acknowledgement. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

Appeal

If you are unhappy with the findings of the investigation into your complaint you can appeal against the outcome.

Appeals should be made by email within 14 days of receiving the outcome of the investigation to either the Chief Executive or Chair of the Trustees (depending on who dealt with the initial complaint). A panel of 3 Board Members will be set up to make a decision about your appeal. The panel may include the Chair of Trustees if they were not involved in hearing the initial complaint.

If the appeal is found to be justified, the Chief Executive, Chair of Trustees or the appeal panel will agree any necessary further action and let you know what will happen next. The decision of the appeal panel is final, and no further appeal is possible.

Complaints about Fundraising

Homeless Link is registered with the Fundraising Regulator which means it has agreed to abide by the Code of Fundraising Practice and has committed to the Fundraising Promise. If your complaint relates to the way Homeless Link conducts its fundraising and you have not been able to resolve the issue through our complaints procedure, you can take further action by contacting the Fundraising Regulator, who may investigate your complaint further. Follow the link below to their website:

https://www.fundraisingregulator.org.uk/complaints/make-complaint