Grantham Foodbank Complaints Procedure

 

 

Grantham Foodbank is committed to delivering a high standard of service to anyone who engages with our work. We believe that the best way to improve our service is by learning from the people who use it.

 

We welcome comments, compliments and complaints from the people who use our food bank, referral agencies, volunteers and anyone else we come into contact within our work. These help us to see what we are doing well and where we can make improvements.

 

We aim to promote an environment where people are encouraged to raise and discuss issues informally and, where necessary, seek solutions to prevent them developing into problems or complaints. However, we recognise that there may be situations where people are not happy with the outcome of an informal discussion or feel that the issue needs to be taken further.  In these cases, Grantham Foodbank has a complaints procedure so that we can work towards a resolution in a fair and transparent manner.

 

Our promise and commitment

 

We recognise that there may be times when our services and activities do not meet your expectations. If this happens, it is important that we know about it as soon as possible so that we can deal with the situation effectively to try to prevent it from happening again and to learn from our mistakes. We promise to take all feedback and complaints seriously and to deal with them in a timely manner.

 

It is in everyone’s interest that complaints are resolved at the earliest possible stage. Many issues can be resolved informally, without the need to use the formal stages of the complaints procedure. Grantham Foodbank takes concerns seriously and will make every effort to resolve the matter as quickly as possible.

 

How to register a complaint

 

Who is the complaint about?

 

Complaints against Foodbank Volunteer(s) should be made in the first instance, to the Foodbank Coordinator, Dorothy Gaughan, via the contact details below.  Please mark them as Private and Confidential.

Complaints that involve or are about the Foodbank Coordinator should be addressed to the Chair of Trustees, via the contact details above. Please mark them as Private and Confidential. The Chair of Trustees will delegate the investigation procedure to the Vice Chair of Trustees.

 

Making the complaint

 

If you have a complaint, you can contact us in one of the following ways:

 

• In person to staff/volunteers at the food bank
• By phone: 07816872561
• By email:[email protected]
• By writing to the following address:

Grantham Foodbank

1 GreyFriars

Grantham

NG31 6PG

 

Please complete a complaint form (a blank form can found at the end of this policy).

 

Tell us, in as much detail as possible, what your complaint is about and what you would like to see happen as a result.  Please also tell us how we may contact you.

 

Vexatious Complaints

 

Complaints that are deemed to be vexatious will not be investigated.

 

Anonymous Complaints

 

We will not normally investigate anonymous complaints.  However, the Foodbank Coordinator or Chair of Trustees, if appropriate, will determine whether the complaint warrants an investigation.

Legal Action

 

If a complainant commences legal action against The Foodbank in relation to their complaint, we will consider whether to suspend the complaints procedure until those legal proceedings have concluded.

Resolving Complaints

At each stage in the procedure, The Foodbank wants to resolve the complaint.  If appropriate, we will acknowledge that the complaint is upheld in whole or in part.  In addition, we may offer one or more of the following:

• an explanation
• an admission that the situation could have been handled differently or better
• an assurance that we will try to ensure the event complained of will not recur
• an explanation of the steps that have been or will be taken to help ensure that it will not happen again and an indication of the timescales within which any changes will be made
• an undertaking to review foodbank policies in light of the complaint
• an apology.

 

What will happen after I complain?

 

Withdrawal of a complaint

If a complainant wants to withdraw their complaint, we will ask them to confirm this in writing.

Stage 1 – Informal complaints

 

It is to be hoped that most concerns can be expressed and resolved on an informal basis. This must be done in writing using the Complaint Form.

• We will acknowledge your complaint within five working days of receipt and provide you with the name of the person responsible for investigating the matter on your behalf.
• The person responsible for the investigation will write to you with their findings and proposed resolution within twenty-eight working days from receipt of the complaint*.

 

If the issue remains unresolved, the next step is to make a formal complaint.

* unless the complaint is particularly complex or time-consuming, in which case you will be kept   informed of the progress of the investigation and notified of the expected date of completion.

 

Stage 2 – Formal complaints

Formal complaints must be made to the Chair of Trustees, via the contact details given above. This must be done in writing using the Complaint Form.

We will record the date the complaint is received and will acknowledge receipt of the complaint in writing (either by letter or email) within 10 working days.

Within this response, we will seek to clarify the nature of the complaint, ask what remains unresolved and what outcome the complainant would like to see.

Note: The Chair of Trustees may delegate the investigation to another member of the Board of Trustees but not the decision to be taken.

During the investigation, the investigator will:

• if necessary, interview those involved in the matter or those complained of, allowing them to be accompanied if they wish
• keep a written record of any meetings and interviews in relation to their investigation.

At the conclusion of their investigation, the investigator will provide a formal written response within 10 working days of the date of receipt of the complaint.

If the Chair of Trustees is unable to meet this deadline, they will provide the complainant with an update and revised response date.

The response will detail any actions taken to investigate the complaint and provide a full explanation of the decision made and the reason(s) for it.  Where appropriate, it will include details of actions The Foodbank will take to resolve the complaint.

 

Stage 3 – Panel Hearing

If the complainant is dissatisfied with the outcome at Stage 2 and wishes to take the matter further, they can escalate the complaint to Stage 3 – a panel hearing consisting of three trustees who were not directly involved in the matters detailed in the complaint.  This is the final stage of the complaints procedure.

A request to escalate to Stage 3 must be made to the Chair of Trustees, via the contact details given above, within 5 working days of receipt of the Stage 2 response.

We will record the date the complaint is received and acknowledge receipt of the complaint in writing (either by letter or email) within 5 working days.

Requests received outside of this time frame will only be considered if exceptional circumstances apply.

The Secretary to Trustees will write to the complainant to inform them of the date of the meeting.  They will aim to convene a meeting within 20 working days of receipt of the Stage 2 request. If this is not possible, the Secretary will provide an anticipated date and keep the complainant informed.

If the complainant rejects the offer of three proposed dates, without good reason, the Secretary will decide when to hold the meeting.  It will then proceed in the complainant’s absence on the basis of written submissions from both parties.

A complainant may bring someone along to the panel meeting to provide support.  This can be a relative or friend.

Representatives from the media are not permitted to attend.

At least 5 working days before the meeting, the Secretary will:

• confirm and notify the complainant of the date, time and venue of the meeting, ensuring that, if the complainant is invited, the dates are convenient to all parties and that the venue and proceedings are accessible
• request copies of any further written material to be submitted to the committee at least 5 working days before the meeting.

Any written material will be circulated to all parties at least 3 working days before the date of the meeting. The panel will not accept, as evidence, recordings of conversations that were obtained covertly and without the informed consent of all parties being recorded.

The panel will not review any new complaints at this stage, or consider evidence unrelated to the initial complaint.  New complaints must be dealt with from Stage 1 of the procedure.

The meeting will be held in private.  Electronic recordings of meetings or conversations are not permitted unless a complainant’s own disability or special needs require it.  Prior knowledge and consent of all parties attending must be sought before meetings or conversations take place.  Consent will be recorded in any minutes taken.

The panel will consider the complaint and all the evidence presented.  The panel can:

• uphold the complaint in whole or in part
• dismiss the complaint in whole or in part.

If the complaint is upheld in whole or in part, the panel will:

• decide on the appropriate action to be taken to resolve the complaint
• where appropriate, recommend changes to the foodbank’s systems or procedures to prevent similar issues in the future.

The Chair of the Panel will provide the complainant and Foodbank trustees with a full explanation of their decision and the reason(s) for it, in writing, within 10 working days.

The response will detail any actions taken to investigate the complaint and provide a full explanation of the decision made and the reason(s) for it.  Where appropriate, it will include details of actions The Foodbank will take to resolve the complaint.

The panel will ensure that those findings and recommendations are sent by electronic mail or otherwise given to the complainant.

A written record will be kept of all complaints, and of whether they are resolved at the preliminary stage or proceed to a panel hearing.

There is no right of appeal following the decision made at the end of the stage 3 process.

Confidentiality

 

Wherever possible, Grantham Foodbank will respect your confidentiality and keep your complaint confidential as far as possible. Any information about the complaint will usually only be shared with those who need to know to help resolve it.

There may, however, be occasions when we cannot provide absolute confidentiality, for example in circumstances where a child or vulnerable adult may be at risk of harm.

 

Data Privacy Statement

 

Grantham Foodbank is registered as a data controller with the UK Information Commissioner’s Office under registration number ZA136983.

 

We use the personal information that you provide in accordance with the Data Protection Act 2018 to process your complaint. We have a legitimate interest in holding this information in order to be able to monitor and improve our services.

 

We will collect personal information including your name and contact details, including postal address, telephone number, email address and social media contact information, in order to be able to investigate your complaint and to communicate with you about it. We will also collect sufficient information about the situation that you are contacting us about to be able to understand what has happened and help you seek a resolution to your complaint.

 

Where your complaint relates to services involving our partners, for example a referral agency or the Trussell Trust, then we may need to share your information with a third party.

 

We keep this information for one year after your complaint has been closed, unless we have a requirement to keep it longer, in which case we will inform you of this. After this time the data will be aggregated and anonymised.

For further information about how we use your personal information, you can request a copy of the Foodbank Privacy Statement, from the Foodbank Secretary addressed to Grantham Foodbank at 1 Greyfriars Grantham, NG31 6PG.

 

Roles and Responsibilities

Complainant

The complainant will receive a more effective response to the complaint if they:

• explain the complaint in full as soon as possible
• co-operate with the Foodbank in seeking a solution to the complaint
• respond promptly to requests for information or meetings or in agreeing the details of the complaint
• ask for assistance as needed
• treat all those involved in the complaint with respect
• refrain from publicising the details of their complaint on social media and respect confidentiality.

Investigator  

The investigator’s role is to establish the facts relevant to the complaint by:

• providing a comprehensive, open, transparent and fair consideration of the complaint through:
  • sensitive and thorough interviewing of the complainant to establish what has happened and who has been involved
  • interviewing staff and volunteers and other people relevant to the complaint
  • consideration of records and other relevant information
  • analysing information
• liaising with the complainant to clarify what the complainant feels would put things right.

The investigator should:

• conduct interviews with an open mind and be prepared to persist in their questioning
• keep notes of interviews or arrange for an independent note taker to record minutes of the meeting
• ensure that any papers produced during the investigation are kept securely pending any appeal
• be mindful of the timescales to respond
• prepare a comprehensive report for the Chair of Trustees that sets out the facts, identifies solutions and recommends courses of action to resolve problems.
• The Chair of Trustees will then determine whether to uphold or dismiss the complaint and arrange to communicate that decision to the complainant, providing the appropriate escalation details.

The Chair of Trustees

The Chair of Trustees should:

• ensure that the complainant is fully updated at each stage of the procedure
• liaise with Vice Chair of Trustees, Foodbank Coordinator or Secretary to Trustees to ensure the smooth running of the complaints procedure
• be aware of issues regarding:
  • sharing third party information
  • additional support. This may be needed by complainants when making a complaint including interpretation support or where the complainant is a young person or vulnerable adult
• keep records.

Secretary to the Board of Trustees

At stage 3, the Secretary is the contact point for the complainant and the panel and should:

• ensure that all people involved in the complaint procedure are aware of their legal rights and duties, including any under legislation relating to, the Equality Act 2010, the Freedom of Information Act 2000, the Data Protection Act (DPA) 2018 and the General Data Protection Regulations (GDPR)
• set the date, time and venue of the panel meeting, ensuring that the dates are convenient to all parties (if they are invited to attend) and that the venue and proceedings are accessible
• collate any written material relevant to the complaint and send it to the parties in advance of the panel meeting within the agreed timescale
• record the proceedings
• circulate the minutes of the meeting
• notify all parties of the committee’s decision.

Panel Chair

The panel’s chair, who is nominated in advance of the complaint meeting, should ensure that:

• both parties are asked (via the Secretary) to provide any additional information relating to the complaint by a specified date in advance of the meeting
• the meeting is conducted in an informal manner, is not adversarial, and that, if all parties are invited to attend, everyone is treated with respect and courtesy
• complainants who may not be used to speaking at such a meeting are put at ease. This is particularly important if the complainant is a young person or vulnerable adult
• the remit of the panel is explained to the complainant
• written material is seen by everyone in attendance, provided it does not breach confidentiality or any individual’s rights to privacy under the DPA 2018 or GDPR.
• If a new issue arises it would be useful to give everyone the opportunity to consider and comment upon it; this may require a short adjournment of the meeting
• both the complainant and the foodbank employee, volunteer or trustee are given the opportunity to make their case and seek clarity, either through written submissions ahead of the meeting or verbally in the meeting itself
• the issues are addressed
• key findings of fact are made
• the panel is open-minded and acts independently
• no member of the panel has an external interest in the outcome of the proceedings or any involvement in an earlier stage of the procedure
• minutes will be taken at the meeting
• they liaise with the Secretary to Trustees.

Committee Member

Committee members should be aware that:

• the meeting must be independent and impartial, and should be seen to be so
• No trustee may sit on the committee if they have had a prior involvement in the complaint or in the circumstances surrounding it.
• the aim of the meeting should be to resolve the complaint and achieve reconciliation between the foodbank and the complainant
• We recognise that the complainant might not be satisfied with the outcome if the meeting does not find in their favour. It may only be possible to establish the facts and make recommendations.
• many complainants will feel nervous and inhibited in a formal setting
• extra care needs to be taken when the complainant is a young person or vulnerable adult and present during all or part of the meeting

 

 

 

Policy reviewed November 2024

 

Signed:

 

Complaint Form

Please complete this form and return it to either Brian Hanbury (Foodbank Coordinator) or the Vice Chair of Trustees who will acknowledge receipt and explain what action will be taken.

Your name:
Your address and postcode:
Telephone number
Email address:
Please give precise details of the complaint e.g. place, time, who was involved, details of what happened.
Were there any witnesses to this incident?  If so, please provide their name and contact details.  Please make sure that you have the permission of the witness(s) before providing this information.
What actions do you feel might resolve the problem at this stage?

Paste complaints policy in here.