Complaints Policy
Complaints Policy
Background
The Omnibus Society (otherwise referred to as the Society) considers a complaint as an opportunity to learn and improve, as well as to correct anything for the person or organisation that has approached the Society, or one of its Affiliates.
This policy:
- Provides a procedure which is straightforward to apply and use.
- Ensures the Society’s website and from time to time the Omnibus Magazine and journals of the Affiliates sets out the complaints process.
- Ensures everyone involved in running the Society and the activities of the affiliates knows what to do if a complaint is received.
- Ensures complaints are examined and resolved in a timely manner.
- Gathers information which helps the Society to improve the way in which it works and the services it provides.
Definition
A complaint is an expression of dissatisfaction about any aspect of the Society’s activities and services.
Origin of Complaints
Complaints can originate from any person or organisation having a legitimate interest in the Society and its affiliates.
Complaints may be received in writing, via electronic means or by word of mouth (verbally).
Maintenance of Confidentiality
Complaints will be managed with sensitivity, advising and communicating only with those who need to know and following all relevant data protection regulations.
Responsibility for the Policy and Processes
Overall responsibility rests with the Directors/Trustees of the Society but subject to the condition that all Office Bearers of the Society and Affiliates abide by the procedures and outcomes.
Reviews
This policy will be reviewed annually and updated as needed to reflect any regulatory change and good practice.
Contact Details for Complaints
Complaints, both written and verbally received, should be sent to the Secretary of the Society, or the Chairman of an Affiliate if that is appropriate for the nature of the issue in question. The recipient will acknowledge receipt and ensure the complaint is pursued, investigated and resolved successfully and amicably.
Receiving Complaints
May be received at addresses advertised for that purpose or at other contact addresses or by individuals approached by a complainant.
Complaints received in person and verbally must be fully recorded as follows:
- A written record of what has been said or transmitted.
- The name, address and contact details (examples - email, telephone number) of the complainant.
- The relationship of the complainant to the Society, for example, member, guest, supplier or host.
- Advise the complainant that the matter will be fully investigated as quickly as possible taking account of the circumstances surrounding the issue(s) in question.
- If possible and appropriate, request that the complainant confirms the issues in writing by, for example post or email, so there is an accurate record of the complainant’s concerns.
Resolving the Complaint
A complaint is often best resolved by the individual concerned with and ultimately responsible for the issue that is subject of the complaint. Otherwise the Chairman of the Society or the Chairman of the Affiliate will take the lead in the investigation and resolution of the issue.
Once resolved, the information relating to the complaint should be passed to the Secretary for recording and safe keeping. This will also be logged by the Secretary
Should the complaint relate to a specific individual that person must be provided with a full opportunity to respond in a fair and balanced manner.
Every reasonable effort must be made to acknowledge the complaint within a week and resolve the matter within four weeks. If this is not possible then a progress communication should be sent, along with an estimate of when matters will be finalised.
The concluding response to the complainant needs to contain the conclusions reached and action, as necessary, being taken as a consequence. The communication should be comprehensive and duly apologetic, but account must be taken of data protection and the safeguarding of personal information. If the complaint is found to be unjustified then that should be politely and sensitively pointed out in the response.
The investigation should involve all those who were involved along with other Officers of the Society and Affiliates who can advise and support resolution.
The Chairman, Secretary must be kept informed of progress and agree the final response being provided.
All complaints and their resolution must be reported to the Management Meeting of the Society.
Modifications
The Management Meeting has the right to modify the process especially if there is a conflict of interest arising or if through experience a more efficient and value enhancing process can be achieved. Ultimately this is for the Directors/Trustees of the Society to determine.
Lessons Learnt
In the annual review the opportunity will be taken to identify issues which may highlight activities or functions which require more detailed attention.
Retention of Papers
All documents concerning complaints will be retained by the Society for a period of five years from the date of the first communication received. The Secretary of the Society will be responsible for this action.