Complaints Policy

The Policy

SUDC UK is committed to delivering a high standard of service to anyone who engages with our work.

We are keen to hear from anyone who believes we have fallen short of the high standard set for ourselves. You can provide your feedback by email to info@sudc.org.uk, by phone on 07780 350942 or you can write to us at the following address:

SUDC UK, 2 Merus Court, Meridian Business Park, Leicester LE19 1RJ

We will acknowledge and provide an initial response to your feedback within 5 working days of receiving it. Whilst we expect to be able to resolve most complaints within that timeframe, if we need to conduct a more in-depth investigation, we will aim to provide you with a full response within 15 working days. In exceptional circumstances, if we are unable to meet that deadline we will of course let you know.

If you are not happy with the response you receive, you can escalate your concerns to SUDC UK’s CEO, Nikki Speed, who will consider the matter in more detail. The final stage of appeal sits with SUDC UK’s Board of Trustees.

If you are not satisfied with the final response you have received from us, you can contact the Charity Commission (England & Wales). If in relation to a fundraising matter, you can contact the Fundraising Regulator.

PURPOSE

The purpose of this policy is to ensure that no person coming into contact with SUDC UK ever feels that they have not had an excellent experience or that their feedback or complaint has not been taken seriously and dealt with empathetically and efficiently.

Feedback from customers, associates and third parties, and how we deal with it, is invaluable in helping us to continuously improve. Negative feedback and complaints are particularly helpful in pinpointing what we need to do better, and if we deal with complaints effectively, we can often improve our relationships with customers and associates overall.

THE PROCEDURE

Complaints may be received by any member of staff, volunteer or trustee and may arrive in many different forms, for example: by letter or email; by comments on a feedback form; in person from a delegate, speaker, trainer or customer; by phone; or via social media.

However the complaint reaches SUDC UK, the following procedure should be followed:

Stage 1  Record the complaint

Complete Parts 1 and 2 of the SUDC UK Complaint Form (see below) and email it to the CEO. Use the name of the complainant and date as the file name. Refer all complainants to this complaints policy and send them a copy.

Stage 2 Dealing with the complaint

The CEO will assign the complaint to the appropriate departmental manager. This manager will attempt to resolve the complaint in the first instance and complete Part 3 of the SUDC UK Complaint Form.

Stage 3  Reporting complaints

The CEO should be advised of the suggested resolution. The manager will follow up with the complainant to make sure they are happy with the resolution.

Stage 4  Closing the complaint

If the complainant is happy with the resolution, the manager will close and file the complaint. In the event the complaint is not resolved, The CEO will follow up with the departmental manager involved to find an alternative resolution.

Timescale

Under regular circumstances, the complaint process should be completed within fifteen working days. If the complaint is complex and cannot be dealt with within this timescale, the complainant should be updated regularly with progression on their complaint.

Logged complaints

All complaints must be logged on SUDC UK 365

FUNDRAISING COMPLAINTS

If your complaint is about our fundraising activities and we are not able to resolve it to your satisfaction, you can ask the Fundraising Regulator, an independent body who set and maintain the standards for charitable fundraising. We follow the Codes of Fundraising Practice and commit to follow the Fundraising Promise which sets the standards for fundraising activity throughout the UK. We use the Fundraising Regulator logo to show you that we’re following these standards. By using this logo, we want you to know that you can trust us and give with confidence.

We promise to be honest, fair and open about our fundraising with you, our supporters. We want to reassure you that we will fundraise in a responsible way and, if you don’t think we’re meeting these high standards then we will take your views seriously.

We will always try to resolve your concerns but if you think we haven’t, you can forward your complaint within two months of our final response. To take your complaint directly to the Fundraising Regulator use the online complaints form or call 0300 999 3407. Find out more on the Fundraising Regulator’s website https://www.fundraisingregulator.org.uk

SUDC UK COMPLAINT FORM

This form is to be completed for all complaints received by whatever means (including in writing, by email, in person or by phone). Please attach copies of any written correspondence to this form when complete and send it to the CEO.

Part 1: Complainant details:

Part 2: Details of problem:

Please provide full details of the nature of the problem (ensure you include all facts clearly)

Part 3: Details of problem resolution:

Please detail how we plan to resolve the issue with the customer:

Completed by (name):

Dates completed: