Complaints policy and procedure
RABI take complaints very seriously and we view them as not only an opportunity to resolve a concern, but also an opportunity to review and develop.
Our policy is:
• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
• To make sure that complaints are investigated fully and impartially
• To respond to the complainant within a reasonable timescale
• To provide clear information and support both to the complainant and to any member of the RABI team that is the subject of a complaint
• To provide details on escalating the process should the complaint not be resolved
• To gather information which helps us to improve what we do
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of RABI.
All complaint information will be handled whenever appropriate with confidentiality and sensitivity and in accordance with all relevant data protection requirements.
Making a complaint
Making a complaint is simple and RABI can be contacted to make a complaint in the way most convenient for the complainant:
• By phone: by calling on 01865 724 931, Monday to Friday from 9am to 5pm. Outside of these hours a message and contact number can be left and a return call will be made within 48 hours.
• By email: by e-mail to email@example.com.
• By post: by letter to RABI, Shaw House, 27 West Way, Oxford, OX2 0QH
To ensure RABI is able to deal with the complaint promptly and accurately, the complaint needs to include the following details:
• The name, address and contact details (phone number and email/address)
• The facts of the complaint in as much detail as possible
• The relationship of the complainant to RABI (e.g. volunteer, supporter, service user)
• How the matter has impacted on the complainant
Stage One – Complaint
RABI will acknowledge the complaint within ten working days of receipt. The complaint will be recorded centrally and the best way and time for RABI to contact the complainant agreed with them.
Stage Two – Investigation
RABI endeavour to respond fully and conclusively to all complaints within 30 working days of our acknowledgement of the matter. If we believe it will take longer than 30 working days to investigate the matter, the complainant will be advised.
Complaints will be investigated by the most appropriate member of the RABI team with oversight from the relevant departmental Head or Director. All complaints will be subject to independent review by the Director of Finance and Operations. If the complaint is about the activities of the finance and operations department or the Director of Finance and Operations, the independent review will be completed by the Director of Services.
Stage Three – Appeal
If the complainant remains dissatisfied with the outcome of the investigation they may seek an appeal to the Chief Executive. Letters/emails of appeal must be received within 10 working days from the date on the letter/email notifying the complainant of the outcome of the investigation.
RABI aim to resolve all complaints in an honest, open and satisfactory way. However if after going through all the stages of our Complaints Procedure above a complainant does not feel completely satisfied by our response they are directed to contact the following agencies:
The Fundraising Regulator helps to protect the public from poor fundraising practices and will investigate complaints about charitable fundraising where these cannot be resolved by organisations themselves or where it has caused, or has the potential to cause, significant public harm. The Fundraising Regulator can be contacted via:
The Charity Commission
RABI is a charity registered in England and Wales. Information about the kinds of complaints the Charity Commission can involve itself in can be found at:
Situations where we may not respond to a complaint
On rare occasions we may choose not to respond to a complaint. These include:
• When a complaint is about something that RABI has no direct connection to. We may choose to reply to clear our name but we are not obliged to.
• When someone unreasonably pursues a complaint that we have already responded to. The complainant will be provided with escalation points but RABI may choose not to reply again. RABI will inform the complainant of our decision to do this.
• When a complainant is being obviously abusive, prejudiced or offensive in their manner.
• When a complainant is harassing a staff member.
• When a complaint is incoherent or illegible.
• When a complaint has clearly been sent to us and numerous other organisations as part of a bulk mailing or email. In this instance we can chose whether it is necessary for us to reply or not.
When a complaint is made anonymously RABI cannot respond to the complainant, but we will investigate the complaint and use the information to improve in any way that we can.
RABI will keep a record of each complaint and outcomes for two years from the date of the complaint.