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8/13/2019 South London Cares - Complaints Policy
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8/13/2019 South London Cares - Complaints Policy
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contracts of employment and in our disciplinary policy will be applied, and the relevant
course taken with the discretion of the chief executive and Board where required.
Complaints about volunteers will be taken seriously and investigated appropriately by a
member of South London Cares staff, including the chief executive where appropriate.
These complaints may take various forms:
Informal or off the cuff comments will be acknowledged conversationally and
dealt with by a member of staff if required, with justifications or explanations
provided.
Private and direct complaints will be heard fully by a member of staff, with due
consideration for the complaint made and justifications, explanations and informal
apologies given if necessary. No further action shall be taken.
Telephone or written complaints will be investigated formally, with a short report
written and presented to the board if the issue is decided by the chief executive to
be sufficiently serious. Participants making this type of complaints will receive an
answer within 10 working days, and a full apology if necessary.
If there is sufficient evidence that a volunteer has acted inappropriately, that individual will
be struck off the South London Cares volunteer database immediately and without
warning, and will not be eligible to participate in future South London Cares programmes.
Complaints made by volunteers about the neighbours they spend time with will be
investigated in the same way. Where evidence is presented to suggest that a neighbour
has acted inappropriately, that neighbour will not be invited to return to South London
Cares events in future, nor will they be permitted to receive support from South London
Cares centrally or from our volunteers. The reasons for this will be explained in full.
There may be discretionary circumstances in which South London Cares does not
choose to respond to a complaint at all. These circumstances may include:
8/13/2019 South London Cares - Complaints Policy
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When someone pursues a complaint that we have already responded to
reasonably;
When a complaint is obviously abusive, prejudiced or unfounded;
When a complainant is harassing a South London Cares employee, volunteer or
neighbour;
When a complainant is incoherent, illegible or aggressive;
When a complainant is not specific or has clearly been sent to complain to other
organisations simultaneously as part of a coordinated campaign; or
When a complaint is anonymous or unsubstantiated.
If a complaint is made by any party and subsequently dropped, we will do all we can to
move on from the situation without further investigation, action or residual feeling.
However, it is our priority to protect all South London Cares stakeholders according to
our safeguarding policy and to ensure they are receiving a safe and enjoyable experience
from our work. Discretion will therefore be applied, and the decision of
the Chief Executive and Board is final.
CHIEF EXEUCITVE, NOVEMBER 2013
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