Complaint Handling Policy & Procedure

 Revised Jan 2023

1)     Policy Statement

We hold ourselves to account to provide the highest of standards in our operations, from every volunteer whatever the situation, whether during operations or in the general public domain, or internally.  Personal conduct is of highest priority, while training is provided to ensure that all volunteers are of a standard to ensure that operations are as smooth as possible, although it is accepted that conditions will make this very difficult at times. 

2)     Purpose and Objectives of this Complaint Policy

It is our policy to encourage feedback from all parties with regards to our operation, whether it be in regards to our conduct, our volunteers, our policies, any damage or injury sustained by either a third party or a volunteer.  It also serves as a complaint procedure for our own volunteers.

It is our intention to provide multiple ways in which people can raise a complaint securely and in confidence, but to also resolve any issues in a fair and timely manner, and one in which avoids any further actions and involvement of third parties. 

3)     Raising a Complaint

We provide three ways in which to raise a complaint….

·       Via our website  www.felixstowecoastpatrol.co.uk/contact

·       Via email to Mail@felixstowecoastpatrol.co.uk

·       Via telephone on 07944054795

In the first instance the complaint will be handled by a designated committee member, or possibly by multiple committee members, depending on the situation/complaint. 

4)     Timeframes

We will aim to acknowledge a complaint within 72 hours of receipt.  Investigations will take place and escalation if needed, then .either an update on progress or a decision letter will be sent within 30 days.

5)     Procedure

As much information as possible should be included, such as your name and contact details (and the person you are raising a complaint on behalf of, if applicable), date/time of event, person(s) involved, place of event, as many details as possible about the event, any evidence backing up the complaint (photographic or otherwise).

All written complaints will be dealt with by a designated member of the committee and reviewed by the whole committee if applicable and when necessary.

Internal investigations will take place and any actions carried out by a committee member (Level 1 – Complaint Handler). 

Any decision/outcome will be agreed upon by the committee before being communicated to the person who raised the complaint. 

If the outcome or proposed action is not satisfactory to the person that raised the complaint, then they should appeal to the complaint handler with their reasons, the complaint is then referred to our Chairman (Level 2 – Appeal Handler).

The Appeal Handler will conduct their own investigation and may seek further information from either the complaint raiser, our volunteers or third parties.  His final decision will then be communicated back to the person who raise the original complaint. 

6)     Confidentiality and Data Protection

All complaints will be handled with the utmost confidentiality.  Where possible all complaints with be handled by the committee, only when absolutely needed we will seek input from specific volunteers should they be involved in the complaint event, but no personal details of the complaint raiser will be shared with them.   

Any information that is highlighted as part of the complaint, that is felt could be a matter for the police or local authority Safeguarding team, will be acted upon in accordance with the law and regulations required 

Complaints will be held on file, to aid with looking for repeat issues or patterns. 

All personal information will be held in accordance with The Data Protection Act (GDPR).