Complaints policy

Overview

The Humane Research Trust CIO (the Charity) views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

Our policy is:

• to provide a fair procedure which is clear and easy to use
• to publicise the existence of our complaints handling procedure
• to make sure everyone at the Charity knows what to do if a complaint is received
• to ensure all complaints are investigated fairly, fully and in a timely manner, with resolution within four weeks wherever possible
• to ensure complaints are, wherever possible, resolved and relationships repaired
• to gather information to help us improve what we

Definition of a complaint

• A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of the Charity.
• Complaints may come from individuals or organisations who have contact or a relationship with the Charity, its staff, trustees or others representing or acting for the Charity.
• A complaint may be made verbally, by phone, email or in

Confidentiality

• All complaints will be handled sensitively, informing 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 Board of Trustees of the Charity.

Complaints handling procedure

• The Office will maintain a log of all complaints
• Written complaints should be sent to

The Humane Research Trust CIO, Brook House, 29 Bramhall Lane South, Bramhall, SK7 2DN

• Verbal complaints may be made in person to any of the Charity’s staff or Trustees or by phone to 0161 439 8041
• Emailed complaints should be sent to [email protected]

Receiving complaints

• Complaints received by telephone or in person should be recorded on Board External giving:

1. The facts of the complaint
2. The complainant’s name, address and telephone number
3. The relationship of the complainant with the Charity g. Grantee, Supporter
4. The name of the person receiving the complaint

• The complainant should be told there is a complaints handling procedure and be provided with a copy of this document if requested.
• The complainant should be told what will happen next and how long it will take.
• Where appropriate the complainant be asked to send in a written account of the complaint either by post or email.

Resolving complaints - Stage one

• In many cases the complaint can be resolved at the time of complaint or by the person responsible for the issue raised in the complaint.
• Whether or not the complaint is resolved the information should be passed to the Chairperson at the earliest opportunity.
• If necessary, the Chairperson may create an Investigating Committee (IC) of three trustees, which may include the Chairperson unless conflicted to investigate the complaint and to take appropriate action.
• If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
• If the person is to be interviewed by the IC, they may bring a friend or have representation at the interview.
• Complaints should be acknowledged within 7 days with a copy of this policy attached.
• The Trust will endeavour to resolve the complaint within 21 days of the complaint being raised. If taken to Stage 2, the complainant will be informed of the next full board meeting date.
• Whether found justified or not the reply to the complainant should describe the action taken to investigate the complaint and the conclusions and any action taken as a result of the complaint.
• If the IC interviews the complainant, they may be accompanied by a friend or other representation.

Resolving complaints - Stage two

• If the complainant feels that the problem has not been satisfactorily resolved, they may request that the complaint is reviewed at a full board
• The Board may delegate two or more trustees (not members of the original IC) to review the complaint and its handling.
• Whether the complaint is upheld or not the reply to the complainant should describe the action to investigate the complaint, the conclusions of the investigation and any action taken as a result of the complaint.
• The decision taken at this stage is final unless the Board decides it is appropriate to seek external assistance.
• If the Chairperson is the subject of the complaint it would not be appropriate for the Chairperson to be involved in investigating the

Complaints to a regulator

• The complainant can complain to the Charity Commission at any stage. Information can be found at

https://www.gov.uk/complain-about-charity

• If the complaint refers to use of the complainant’s personal information, they may complain to the Information Commissioner’s Office. Details can be found at

https://ico.org.uk/make-a-complaint

Document review

Trustees will review this policy every three years.