Complaints Policy of The Amber Trust

Introduction

The Amber Trust aims to provide the highest quality service for children, families, partners and supporters. We welcome an opportunity to respond to compliments and concerns. The charity takes all complaints seriously as they provide an opportunity to improve and maintain the high standards we aim to achieve.

Policy Statement

The Amber Trust aims to:

  • provide a fair complaints and compliments procedure which is clear and easy to use for anyone wishing to make a complaint or provide positive feedback;
  • publicise the existence of our procedure so that people know how to contact us to make a complaint or compliment;
  • ensure that everyone at The Amber Trust knows what to do if a complaint or compliment is received;
  • ensure that all complaints are investigated fairly and in a timely way and compliments are shared with those involved;
  • ensure that complaints are, wherever possible, resolved and that relationships are repaired; and
  • gather information which helps us to improve what we do.

Procedure

The Amber Trust welcomes informal feedback at any time, and we listen to comments through all of those means, both those that are complimentary and supportive of the service provided, as well as those that are asking for changes to the way that services are delivered. If you want to lodge a specific compliment more formally about aspects of The Amber Trust’s services, you can do so by writing to the Chair of Trustees, Julia Walport.

If the service we provide is unsatisfactory, please follow the complaints procedure below. This is available to those who use Amber Trust services, including volunteers and those affected by our fundraising activities.

You should share your concerns or register a complaint when you are dissatisfied with any aspect of The Amber Trust’s services or activities. Complaints or suggestions can be received verbally, by phone, by email or in writing. You can make your complaint using your preferred method and format of communication. The Amber Trust can arrange appropriate support to ensure equal access to this procedure for all.

Contact The Amber Trust with your complaint in one of the following ways:
Write to: The Amber Trust, 64a Princes Way, London SW19 6JF
E-mail: info@ambertrust.org
Call us on: 0300 323 9964

The Amber Trust will acknowledge your complaint within seven working days of receipt and we will advise you who will be dealing with the matter and when you can expect a full response.

Confidentiality

Wherever possible, The Amber Trust will respect your confidentiality and keep your complaint confidential as far as possible. Any information about the complaint will usually only be shared with those who need to know in order to help resolve it.

There may however be occasions when The Amber Trust cannot provide absolute confidentiality. This may for example arise in circumstances where a child or vulnerable adult may be at risk of harm. In these circumstances The Amber Trust’s safeguarding procedures will take precedence over this procedure and any relevant information will be shared with others concerned in the safety and welfare of service users.

All personal information will be handled in line with the Privacy Policy, which meets the requirements of the Data Protection Act of 1998 and the General Data Protection Regulation (GDPR) of 25 May 2018.

Record of Complaints

The Amber Trust will keep a record of all complaints for 24 months. This information will not be used for any other purpose. In accordance with data protection law, you may request to view the information being held regarding your complaint and may request that it be put beyond use (although if you do this before the complaint investigation has been resolved, this may render the original complaint void).

The Fundraising Regulator

If the complaint relates to fundraising, the record will be available to the Fundraising Regulator, upon request, along with a record of all communication.

If you are dissatisfied with the outcome of the investigation, you may refer your complaint to the Fundraising Regulator who will independently investigate your complaint. They advise that you should do so within two months of receipt of the complaint investigation outcome. You can contact the Fundraising Regulator on their website:
www.fundraisingregulator.org.uk/make-a-complaint/complaints

This policy is to be read in conjunction with the following policies:

This policy is reviewed regularly and updated as required.

Adoption date: 22/01/2015
Last reviewed date: 01/05/2019