Complaints procedure

Introduction

The Directory of Social Change is committed to providing a high quality of customer service to all of our beneficiaries. Feedback from beneficiaries is invaluable in helping us continuously improve. Negative feedback and complaints are particularly helpful in pinpointing what we need to do better.

Definition of a complaint

A complaint is an expression of dissatisfaction about services received from the Directory of Social Change. General enquiries and comments regarding the charity or debates and disagreements about policy lines will not typically be classified as a complaint.

The Directory of Social Change aims to:

  • Treat all complaints seriously
  • Resolve all complaints swiftly and efficiently
  • Take action and improve
  • Be fair and reasonable
  • Be honest and open.

What to do if you want to make a complaint

We treat all complaints seriously and will aim to resolve complaints promptly and efficiently.

You can make a complaint about DSC by email, in writing or by telephone. In the first instance, please address your complaint to the Director of Operations.

A complaint will be acknowledged within five working days of receipt and dealt with within ten working days. If the complaint is complex and therefore cannot be dealt with within this time scale, the complainant will be updated regularly with progress on their complaint.

What happens next

Your complaint will be investigated by the relevant departmental manager. The complainant may be asked to provide further information or clarification on the points made, if appropriate.

The complainant will receive a response from the investigator outlining the outcome of the investigation together with an apology, if appropriate, and details of any remedial action that needs to be taken. The aim will be to achieve resolution at this stage.

A record of this stage of the complaint investigation including correspondence and research notes may be kept for two years following resolution to enable DSC to monitor improvements to its services.

Second Stage

If you are not happy with the initial response you receive, you should contact us again and address your concerns to the Chief Executive.

The Chief Executive will review the complaint in consultation with appropriate staff and Trustees, if required. The CEO will check that the fundamental point of the complaint has been addressed and will respond to any outstanding issues raised by the complainant.

A written response will be sent within ten working days. It will comprise an explanation, apology if required and information about remedial action if deemed necessary.

Third Stage

If you are not happy with the response that you received from the Chief Executive, you should contact us again and address your concern to the Chair of Trustees.

The Chair or another nominated trustee will review the complaint and check that the fundamental point of the complaint has been addressed. The Chair will respond to any outstanding issues raised by the complainant if necessary.

A written response will be sent within ten working days.

The Chair’s decision is final.

What to do if you are dissatisfied with the response

You can write to the Charity Commission if you are dissatisfied with the response you receive from DSC and your concern fits in to the Charity Commissions list of ‘Serious concerns’, this list is not exhaustive but includes;

If a charity is:

  • not doing what it claims to do
  • losing lots of money
  • harming people
  • being used for personal profit or gain
  • involved in illegal activity

A link to the Charity Commission’s form can be found below

https://forms.charitycommission.gov.uk/raising-concerns/