Complaints

The Benjamin Foundation aims to provide high quality services. We welcome feedback and try, where possible, to include the views of service users in our practice and services. We wish to know if, for any reason, service users and members of the public are not satisfied with their experience of the organisation. All complaints will be dealt with in complete confidence.

All services of The Benjamin Foundation must ensure that the public, service users, volunteers and staff know how they can make a complaint

Informal Complaints

Informal complaints about any aspect of our service should be addressed in the first instance to the relevant staff member, manager, Chief Executive or to a member of the Board of The Benjamin Foundation. Unless there are exceptional circumstances a complaint should normally be lodged within 4 weeks of the event leading to the complaint.

Often we will be able to respond straight away. If the matter is more complicated an initial response will be given within five working days.

A clear, full and dated record will be kept of all complaints made and of our response to them, together with the complainant's response to the proposed remedy. Any lesson learned should be captured and where appropriate recorded in the staff member's learning log and shared with colleagues.

Making a Written Complaint

If the complaint is more serious and could possibly lead to criminal and/or child protection and/or disciplinary proceedings, it must be made in writing to the Chief Executive, or the complaint passed to the Chief Executive. (If the complaint is about the Chief Executive, it should be addressed to the Chairman of The Board of The Benjamin Foundation). Any member of staff, volunteer or service user who needs help in providing a written complaint will be given appropriate assistance or guidance. If the matter could lead to potential criminal proceedings the police will be informed at the appropriate point. Likewise if the matter raises child protection issues then the LADO team will be informed at the appropriate point. For further detail please refer to the Child Protection Policy.

All written complaints will be recorded and a written acknowledgement will be sent within five working days.

The aim is to investigate any complaint thoroughly and to reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will indicate the action taken to date or being considered.

A full written and dated record will be kept of the investigation and the outcome. All records will be kept in line with The Benjamin Foundation's Confidentiality Policy. These records will be kept for five years and held at the Corporate Offices of The Benjamin Foundation.

Anyone who is not satisfied with the response to a complaint should write to the Chairman who will report the matter to the next Board meeting. The complainant will be informed of the recommendations made by the Board of Trustees within five working days of the Board's meeting. The Board of Trustees will decide on any further steps to resolve the situation. The Board of Trustees decision will be final. Unless requested otherwise, the Board will inform the complainant in writing of the outcome(s) of the complaint.

Fundraising Complaints

As members of the Fundraising Standards Board (FRSB) The Benjamin Foundation will abide by the FRSB's regulations and implement the Institute of Fundraising Codes of Fundraising Practice , which can be viewed on www.institute-offundraising.org.uk

Improving our performance

Feedback is an important part of developing and improving our services. Where we can, we will use comments, compliments and complaints in training, supervision, reflective practice, staff appraisal and policy development to improve our practice and service.

How to contact us

The names, addresses and telephone numbers for the people mentioned above can be obtained by contacting us at:

The Benjamin Foundation,
Head Office,
23-27 St Andrews Street,
Norwich
Norfolk,
NR2 4TP

or telephone 01603 615670