Refugees at Home

Complaints Procedure

Introduction

Everyone involved in the organisation is a lay volunteer, and we do not represent that we offer professional services. Our placements are made on the basis that we are introducing adults to adults to form their own relationships, and we do not make rules or lay down guidelines as to how those relationships develop.

We constantly strive to maintain the highest possible standards in the way we work, interact with people and organisations and in the behaviour of our volunteers.

However, we recognise that there may be occasions when these standards are not met and we want to know when such lapses occur in order that we can take steps to prevent them happening again. We therefore ask anyone experiencing dissatisfaction with how they have been treated to let us know using the procedure set out below.

Complaint registration

If you are dissatisfied with actions or lack of action by Refugees at Home or our volunteers, please register a complaint by emailing info@refugeesathome.org.

To help us thoroughly investigate the circumstances of your complaint, please provide us with as much information as possible including, where applicable:

  • the exact nature of the complaint;
  • the date and time of the incident giving rise to the complaint;
  • the location of the incident;
  • the identities of persons involved, if known;
  • any information which might help us to identify persons involved; and
  • an indication of how you would like us resolve your complaint.

The complaint will be dealt with by a Director of the Company, other than the Chairman.  If the complaint is against a Director, then a different Director will deal with the complaint.

That Director will:

  • Whilst being required to notify the person(s) against whom a complaint has been made, as far as possible, respect the confidentiality and privacy of your complaint;
  • Acknowledge receipt of your complaint within three days of its receipt;
  • Commence an investigation of your complaint immediately;
  • Advise you of the investigation’s progress and of any action which is proposed in timely manner; and
  • Advise you when the the investigation is expected to be completed.

What complaints are covered by this procedure?

You can use this procedure in the case of:

  • Lack of care or consideration
  • Lack of timely contact or response
  • Rudeness or lack of sensitivity
  • Release of sensitive information or personal details without permission
  • Failure to meet our obligations under the Data Protection Act
  • Failure to act in accordance with English Law
  • Witholding relevant or important information
  • Failure to use due diligence to garner important information
  • Racism, homophobia, misogyny or cultural or religious insensitivity
  • Refusal to provide assistance where it should be given
  • Other

Where, in exceptional circumstances, it has not been possible to conclude our investigation within promised time frame, you will be advised accordingly and told when you can expect notification of our findings.

If you are dissatisfied with our reply to your complaint

If you believe that your complaint has not been investigated fairly or that the information you supplied has not been given due consideration, you may ask us to reconsider your complaint. You should make a request for reconsideration by communicating your continued dissatisfaction making reference to the Complaint ID Number allocated to your original complaint.

The complaint and its circumstances will, in this case, be referred to the Chairman for reconsideration and determination.  Normally, the Chairman will not have been informed or involved in the complaint before this point, such that a completely fresh view can be taken.

The Chairman’s determination will be final.  If the complaint is not upheld at this point, and the complainant remains dissatisfied, redress will have to be sought outside the organisation.  We will co-operate fully with any such investigation or tribunal.