POLICY - Complaints
We consider a complaint to be an expression of dissatisfaction about the standard of service or communication provided by the infant trust or the workings of the organisation.
Statement
It is our intention to be open and transparent about all matters connected with the infant trust, and accountable to users, donors or stakeholders.
We will deal with any complaint in a structured, open and disciplined manner. The procedure will be completed [hopefully] to the complainants satisfaction with all due speed.
By being open, transparent and acknowledge any failings in our dealings with people or organisations we hope to provide a better service
Procedure
Contact:
If anyone wishes to make a complaint, either formal or informal, about any dealings they may have with the infant trust then there are several ways in which to contact the charity:
By telephone on +44 [0]1753 647533 or +44 [0]7970 149911
Through the website on contact@infant-trust.org.uk
By text message to +44 [0]7970 149911
By voice mail to +44 [0]7970 149911
Direct to a trustee
Lindsay Mann – Lindsay.Mann@capita.co.uk
Linda McQuaid - linda.mcquaid@infant-trust.org.uk
Elizabeth Williams - Williamsliz1@aol.com
Jane Mackay - mackay@luston.demon.co.uk
Direct to the Chief Executive – Lesley.Rudd@infant-trust.org.uk
By post to our registered offices:
the infant trust, CLB Gatwick LLP, Imperial Buildings, Victoria Road, Horley, Surrey RH6 7PZ
Process to resolve the issues raised:
Within 24 hours of a complaint being received, one of the infant trust trustees will contact the complainant, get a full understanding of the issues raised, and instigate an investigation by the Chief Executive. If the Chief Executive is not in the UK then one of the trustees will take the responsibility for investigating the complaints him/herself.
If the complainant has left no contact point then an investigation will begin into any alleged incident or perceived failing anyway.
A full report into the issues raised will be completed within 15 working days and the outcome relayed to the complainant wherever possible.
The outline of the complaint, findings from the investigation and outcome will be posted on our website unless the complainant desires otherwise. If the complainant has requested secrecy, or no further contact, then the issues raised and the investigation conclusion will be posted on the website in an anonymised way.
This policy was reviewed and agreed at a meeting of the Board in June 2009. It will be reviewed again in 2010.
Lesley Rudd
Chief Executive