Complaints Policy

Last updated: 28 January 2023

1.Purpose

Blossome CIC is committed to providing high-quality services and experiences for our stakeholders, including members, volunteers, clients, partners, fundraisers and the community. We recognise that there may be occasions when individuals wish to express dissatisfaction with our services or raise concerns. This Complaints Policy outlines our commitment to addressing and resolving complaints in a fair, transparent, and timely manner.

2.Scope

This policy applies to all stakeholders, including but not limited to members, clients, partners, employees, volunteers and members of the community who wish to make a complaint about Blossome CIC.

3.Definition of a Complaint

A complaint is defined as an expression of dissatisfaction with Blossome CIC or its services. This includes concerns about the quality of service, conduct of staff or volunteers adherence to policies, or any other matter affecting the stakeholder’s experience with the organisation.

4.How to Make a Complaint

Complaints can be made in writing, by email, or in person. The contact details for submitting complaints are as follows:

Blossome CIC

15 Hillsleigh Mews, Colchester, Essex, CO1 2QU

complaints@blossome.support

07900136598

Complainants should provide their name, contact information, a detailed description of the complaint, and any relevant supporting documents.

5.Complaint Handling Procedure

a.Receipt of Complaint:

All complaints will be acknowledged within 5 working days of receipt.

The acknowledgment will include a reference number for tracking purposes.

b.Investigation:

Complaints will be thoroughly investigated by our Complaints Officer.

The investigation will be impartial, fair, and conducted in a timely manner.

The complainant may be contacted for additional information or clarification during the investigation.

c.Resolution:

Blossome CIC will aim to resolve complaints within 20 working days of acknowledgment.

If the investigation indicates that the complaint is valid, appropriate corrective action will be taken.

d.Communication:

The complainant will be kept informed of the progress of the investigation and the outcome.

If more time is needed for the investigation, the complainant will be notified and provided with an estimated resolution timeframe.

6.Escalation

If the complainant is not satisfied with the outcome of the complaint, they may escalate the matter to Blossome Board of Directors. The decision of the escalation authority will be final.

7.Record-Keeping

All complaints and their resolutions will be documented and retained for a period of 2 years. This information will be used for continuous improvement and monitoring of service quality.

8.Review of the Complaints Policy

This Complaints Policy will be reviewed annually to ensure its effectiveness and relevance. Any necessary updates or improvements will be made to enhance the complaint handling process.

Date of Policy Adoption: 28.01.2023

Review Date: 28.01.2024