Complaints

Complaints Policy and Procedure
Policy Version: 3.0
Approved by: Board of Trustees
Review Frequency: Every 12 months or sooner if legislation or organisational changes require.

We welcome feedback and are committed to listening to concerns openly, fairly and respectfully. 
If something has not met your expectations, we encourage you to let us know so that we can put things right wherever possible and continue improving our services.

1. Policy Statement
Make Them Smile is committed to providing the highest possible standards of service to the children, families, donors, volunteers and organisations we support.
We recognise that, despite our best efforts, concerns or complaints may occasionally arise. We welcome feedback and view complaints as an opportunity to learn, improve our services, strengthen our governance and maintain public confidence in the charity.
We are committed to ensuring that every complaint is treated seriously, fairly, confidentially and without prejudice.

2. Purpose
This policy aims to:
Provide a clear, accessible and fair complaints procedure.
Ensure complaints are handled promptly, consistently and impartially.
Resolve complaints wherever possible.
Learn from complaints to improve our services and procedures.
Maintain confidence in the integrity and governance of Make Them Smile.

3. Definition of a Complaint
A complaint is any expression of dissatisfaction about the charity, its services, activities, staff, volunteers, trustees or anyone acting on behalf of Make Them Smile, whether the complaint is justified or not.
Complaints may relate to, but are not limited to:Grant applications
Fundraising activities
Holiday and respite services
Volunteers or trustees
Communications
Data handling
Financial administration
Any other aspect of the charity's work

4. Who Can Make a Complaint?
Complaints may be made by:
Children and families
Parents or carers
Donors and supporters
Volunteers
Professional referrers
Partner organisations
Members of the public
Any individual or organisation with a legitimate interest in the charity
This policy does not cover employment matters involving staff, which are dealt with under the charity's Grievance and Disciplinary Procedures.

5. How to Make a Complaint
Complaints may be submitted:
By email
trustees@makethemsmile.org.uk

In writing to:
Chair of Trustees
Make Them Smile
The Hive
St James Square
Grimsby
North East Lincolnshire
DN31 1EP

By telephone
0330 1330 870

In person
To a trustee or authorised representative during charity events or activities.
Complaints should include:
Name and contact details
Details of the complaint
Relevant dates
Names of anyone involved (if known)
Copies of any supporting documents
The outcome being sought
Anonymous complaints will be considered where sufficient information has been provided, although this may limit our ability to investigate fully.

6. Confidentiality
All complaints will be handled sensitively and in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Information will only be shared with those who need it to investigate and resolve the complaint.

7. Complaints Procedure
Stage One – Initial Investigation
Most complaints can be resolved quickly by the person responsible for the area concerned.
Upon receiving a complaint, we will:
Acknowledge receipt within five working days.
Record the complaint in the Complaints Register.
Allocate the complaint to an appropriate trustee or senior representative.
Investigate the matter fairly and impartially.
Give anyone complained about an opportunity to respond.
Keep the complainant informed if additional time is required.
Our aim is to provide a full written response within 20 working days.
If additional investigations are necessary, we will explain the reason for the delay and provide an expected timescale.
The response will include:
A summary of the investigation.
The findings.
Any action taken.
Any improvements identified.
Information about how to request a review.

Stage Two – Trustee Review
If the complainant remains dissatisfied, they may request that the complaint be reviewed by the Board of Trustees.
The request should normally be made within 20 working days of receiving the Stage One response.
The Board will:
Review all available evidence.
Consider whether the complaint was handled fairly.
Carry out any further investigation considered necessary.
Ensure anyone involved has an opportunity to comment.
Reach an independent decision.
A written response will normally be issued within 20 working days.
The decision of the Board will normally be final.

8. Conflicts of Interest
Where a complaint concerns a trustee, volunteer or anyone involved in the investigation process, that individual will take no part in considering or determining the complaint.
An alternative trustee or independent adviser may be appointed where necessary to ensure fairness and impartiality.

9. Complaints Outside Our Procedure
The following are generally not dealt with under this policy:
Anonymous complaints where insufficient information is provided.
Repeated complaints that have already been fully investigated.
Complaints that are abusive, offensive or vexatious.
Matters currently subject to legal proceedings.
Employment-related grievances.

10. External Escalation
If a complainant remains dissatisfied after exhausting the charity's complaints procedure, they may raise concerns with the appropriate external body where relevant.
For concerns regarding the governance or administration of a registered charity, information is available from the Charity Commission.
The Charity Commission does not usually investigate complaints simply because someone disagrees with a charity's decisions, but it may consider matters involving serious misconduct or mismanagement.

11. Monitoring and Learning
All complaints will be recorded in the charity's Complaints Register.
The Trustees will review complaints at least annually to:
Identify trends.
Improve policies and procedures.
Reduce recurring issues.
Improve the experience of families, donors and supporters.
Personal information will be anonymised where appropriate.

12. Responsibilities
The Board of Trustees has overall responsibility for ensuring that complaints are handled appropriately and in accordance with this policy.
All trustees, volunteers and anyone acting on behalf of Make Them Smile are expected to cooperate fully with any complaints investigation.

13. Equality and Fairness
Make Them Smile is committed to ensuring that everyone can raise concerns without fear of discrimination or disadvantage.
Reasonable adjustments will be made wherever possible to ensure our complaints process is accessible to all.

14. Policy Review
This policy will be reviewed annually or sooner if required by changes in legislation, Charity Commission guidance or organisational needs.

Approved by: Board of Trustees
Policy Owner: Chair of Trustees
Next Review Due: July 2027

The Charity Commission
Fundraising Regulator