Our organisation is made up of a small paid staff and a large amount of volunteers, 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.
If you are dissatisfied with actions or lack of action by Refugees at Home or our volunteers, please register a complaint by emailing our Senior Manager at firstname.lastname@example.org
To help us thoroughly investigate the circumstances of your complaint, please provide us with as much information as possible including, where applicable:
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:
You can use this procedure in the case of:
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 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.
November 27th, 2017