The Stamford Mercury Archive Trust views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint.
Our policy is
- To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
- To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
- To make sure everyone at SMAT knows what to do if a complaint is received.
- To make sure all complaints are investigated fairly and in a timely way.
- To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
- 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 SMAT. Complaints may a come from visitors, enquirers, donors, and members of the local community. Complaints by volunteers are covered under our Volunteer Policy. A complaint may be received verbally (in person, or by telephone), by email, via our web site as feedback or in writing.
Confidentiality.
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Responsibility.
Overall responsibility for this policy and its implementation lies with the Trust.
Review
This policy is reviewed regularly and updated as required.
Publicised Contact Details for Complaints:
Written complaints may be sent to
Stamford Mercury Archive Trust at Cherryholt House, Cherryholt Road, Stamford,
Lincolnshire. PE9 2EP or by email at secretary@smarchive.org.uk
or enquiries@smarchive.org.uk ,
or via the feedback mechanism on our web site: www.smarchive.org.uk . Verbal complaints
may be made in person to any of SMAT’s volunteers or trustees.
Resolving Complaints
Stage One
Whether or not the complaint has been resolved immediately, the complaint information should be passed to the Secretary within one week.
On received the complaint, the Secretary should delegate an appropriate person to investigate it and to take appropriate action.
Complaints should be acknowledged by the person handling the complaint within a week. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.
Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
The reply to the complainant should describe the action taken to investigate the complaint, the conclusions for the investigation and any action taken as a result of the complaint.
Stage Two
If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Trust level. At this stage, the compliant will be passed to the Chairman.
The request for Trust level review should be acknowledged within two weeks of receiving it. The acknowledgement should say who will deal with the case and when the complainant may expect a reply.
The Chairman may investigate the facts of the case him or herself, or delegate a suitable senior person to do so. This may involve reviewing the paperwork of the case and speaking to the person who dealt with the complaint at Stage One.
Ideally, complaints should receive a definitive reply with four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
The reply to the complainant should describe the action taken to investigate the complaint, the conclusions form the investigation, and any action taken as a result of the complaint.
The decision taken at this stage in final, unless the Trust decides it is appropriate to seek external assistance with resolution.
The complainant may complain to the Charity Commission at any stage. Information about the kind of complaints the Commission can involve itself in can be found on their website.