Complaints Policy

Edu Give CIC

1. Policy Statement

Edu Give CIC is committed to delivering high-quality services and maintaining strong, positive relationships with our learners, volunteers, partners, and the wider community. However, we recognise that sometimes things may go wrong.

This Complaints Policy ensures that:

• Complaints are taken seriously, handled fairly, and dealt with promptly.

• Everyone has a clear and accessible way to raise concerns.

• Lessons are learned from complaints to improve our services.

We aim to resolve complaints at the earliest opportunity in an open, respectful, and constructive way.

2. Scope

This policy applies to:

• Service users (learners, participants, and community members).

• Volunteers.

• Partners, stakeholders, and members of the public.

It does not cover internal staff grievances, which are handled under Edu Give CIC’s staff grievance procedures.

3. Principles

• Accessibility – Clear information on how to complain will be available.

• Fairness – Complaints will be handled without bias or discrimination.

• Confidentiality – Complaints will be managed sensitively and in line with Data Protection law.

• Accountability – Records will be kept, and complaints will be monitored and reviewed.

4. How to Make a Complaint

Complaints may be made:

• In writing (email or letter).

• Verbally (in person or by phone).

• Through an advocate, if required.

Complaints should include details of what happened, when it happened, and what outcome is sought.

Contact details for complaints:
Edu Give CIC
Greencoat House First Floor, 259 Stratford Road, Birmingham, England, B11 1QS
Email: admin@edugive.org.uk
Phone: 0121 468 4440

5. Stages of the Complaints Process

Stage 1 – Informal Resolution

Where possible, complaints should be raised directly with the staff member or volunteer involved. Many concerns can be resolved quickly through discussion.

Stage 2 – Formal Complaint

If not resolved informally, a written complaint should be submitted to the Complaints Officer (appointed by the Board).

• The complaint will be acknowledged within 5 working days.

• An investigation will be carried out.

• A written response will be provided within 20 working days.

Stage 3 – Appeal

If the complainant is dissatisfied with the outcome, they may request a review by the Board of Directors.

• Appeals must be made within 14 days of receiving the outcome.

• A final decision will be made within 30 working days.

• The decision of the Board is final.

6. Escalation

If the complaint is about a serious matter (e.g., safeguarding, financial misconduct, or criminal activity), it may be escalated to external authorities such as:

• The Charity Commission

• The Health & Safety Executive (HSE)

• The Police (where criminal activity is suspected)

7. Monitoring & Learning

• All complaints will be logged and reviewed by the Board annually.

• Trends will be identified to improve services.

• Outcomes will be anonymised and reported in annual reviews.

8. Policy Review

This policy will be reviewed annually to ensure it remains effective and compliant with UK best practice.

9. Approval

Approved by: Board of Directors, Edu Give CIC
Date: 11/11/2024
Review Due: 12/11/2025

Name: Mohena Chowdhury
Title: HR / Community Outreach