Complaints Policy and Procedure

How to Complain

If you wish to complain, you can do so: (Covid restrictions apply)

By Email to hope4mefibro@outlook.com or to the relevant contact person

By post to:
25 McShanes Road,
Bessbrook Newry,
Co. Down,
BT357LZ


Stages of the Complaints Procedure


Informal
We will try, wherever possible, to resolve your complaint informally. Upon making a complaint, you may be contacted by a member of staff to obtain more information, discuss your complaint and resolve the issue if possible. If for any reason, you are not satisfied with the outcome, your complaint may be investigated using the formal procedure.


Formal Procedure - Stage 1
If you make a complaint using the formal complaints procedure, you will receive written confirmation within 3 working days of us receiving your complaint and the relevant Manager will issue a written response within 10 working days.


Formal Procedure - Stage 2
If the first response is not satisfactory, you can contact the relevant Manager/Chief Executive* within 21 days from when you receive the response in Stage 1. They will investigate your complaint further and you will receive another response within 20 working days from when you make contact.


Formal Procedure - Stage 3
If the second response is not satisfactory, you can contact the Chief Executive/Chairperson* within 21 days from when you receive the response in Stage 2. They will look into the case and make a detailed investigation. You will receive a response within 25 working days from when they receive your complaint. 


Note
You can contact the Director of Operations, the Chief Executive or the Chairperson at the above address. If, for any reason, your complaint is going to take longer than indicated to resolve, you will receive an explanation for the delay and a new target date by which you should get a full response.


Once you receive a written response to your complaint, you will have 21 days to respond and escalate the complaint if desired. If you do not respond within 21 days, it will be deemed that you have accepted the response given.


Taking your complaint further
If you are not satisfied with the final response from Martina Marks, you may report the complaint to the relevant external statutory body. Which body you report to will depend on the nature of the complaint, e.g. Charity Commission, Northern Ireland Audit Office, Equality Commission, Information Commissioner’s Office, etc.


Complaint Form
What is your complaint regarding? (Please give as much detail as possible and provide evidence i.e. dates, times, photographic evidence, official documentation etc.)
Due to the unique make up and disability restrictions of the voluntary committee members, we will accept any evidence of your complaint posted on social media i.e.


    •    The Committee Facebook Pages

    •    The Members Facebook Pages

    •    Private messages to individual committee members



Please carefully detail in points to enable a satisfactory response.

NB: No further discussions on any of the charity Facebook Pages, concerning any matters should take place until the proper procedures have been are undertaken.