Complaints Policy

Opening Statement

Myrtle House recognises that the quality of our services may occasionally fall short of the expectations of those we serve. We view complaints as valuable opportunities to learn, improve our practices, and rectify any issues for individuals or organisations that reach out to us.

Purpose of this Policy

The purpose of this complaints policy is to:

- Provide a clear and accessible procedure for anyone wishing to make a complaint.

- Ensure that all staff and volunteers are informed about the process for handling complaints.

- Guarantee that all complaints are investigated fairly and promptly.

- Strive to resolve complaints effectively and restore relationships wherever possible.

- Collect information that aids in improving our services and operations.

We believe in resolving issues through open dialogue whenever possible before initiating this formal complaint process. However, we understand that there are situations where a formal complaint may be necessary, particularly if informal attempts to resolve the issue have not succeeded, or if the nature of the complaint makes it inappropriate to address it with the individual involved.

Complaint Focus

This policy covers complaints regarding:

- Conduct of our staff and volunteers.

- Discrimination in any form.

- Provision of inaccurate information.

- Poor administration, including delays in responding to inquiries.

- Financial mismanagement.

Safeguarding Concerns

This complaints policy is not intended for raising safeguarding concerns regarding allegations of abuse involving children and/or vulnerable adults associated with Myrtle House activities or staff. All safeguarding issues should be directed to our Lead Safeguarding Officer at safeguarding@myrtlehouse.org.uk.

Complaints Procedure

To make a complaint, please submit your complaint in writing (or via email) marked “Private & Confidential” to the Compliance Officer at Myrtle House. You will receive written acknowledgment of your complaint, usually within 7 days. Please include your full name and keep a copy of your correspondence.

- For complaints against the Compliance Officer, please send your complaint addressed to the Chair of Trustees.

- The Compliance Officer will forward your complaint to the Project Manager, who will oversee the investigation.

- Complaints concerning the Project Manager will be directed to the Board of Trustees, specifically to designated trustees.

You will be informed of the investigation's outcome within a reasonable timeframe, typically within 21 days. If you are dissatisfied with the results, you have the right to appeal. To do so, submit your case in writing to the Board of Trustees, who will establish an appeal panel free from any previous involvement in your complaint.

The outcome of any appeal will be communicated to you, and the decision of the appeal panel will be final. All formal complaints and responses will be recorded and stored securely in compliance with our Data Protection Policy.

Monitoring and Learning from Complaints

We review complaints on an annual basis to identify trends that may necessitate further action or improvement in our services.

External Stage

Complainants may escalate their concerns to the Charity Commission at any stage. More information about the types of complaints the Commission can address is available on their website at www.charitycommission.gov.uk/publications/cc47.aspx.

Initial Contact

Complaints should be sent to:

Email: info@myrtlehouse.org.uk

Postal Address:

Compliance Officer

Myrtle House

22 Myrtle Terrace

Llanelli, Carmarthenshire

SA15 1LH