Complaints Policy

Introduction

1.1 This policy and procedure sets out the Royal Anniversary Trust’s approach to reviewing and responding to concerns and complaints from members of the public and all external parties, about the Trust’s work, staff or representatives. It is the Trust’s intention always to deal with people fairly and properly. If you feel that we have not met that standard, please let us know. Where there is reason to believe that conduct has fallen short, we want to be able to resolve any issues and learn from what has happened so that we can continuously improve. The Trust are also happy to receive compliments about its work.

1.2 Employees of the Trust can raise concerns or complaints relating to their employment by following processes outlined in the Trust’s Grievance Procedure. Employees can also raise concerns that are in the wider public interest, such as in circumstances of suspected malpractice or wrongdoing, by following guidance in the Trust’s Whistleblowing Policy.

1.3 The policy is managed by the CEO with the support of the Trustee who currently leads on People matters on behalf of the Board of Trustees who can be contacted at trustee@royalanniversarytrust.org.uk

2.0 Defining a concern or a complaint

2.1 A concern may be defined as ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought’. A complaint may be defined as ‘an expression of dissatisfaction about actions taken or a lack of action’. The Trust treat any expression of concern about our conduct as a complaint.

2.2 This policy covers complaints about:

  • how you or others have been treated by the Trust;
  • the Trust’s conduct in performing our charitable functions in line with our legal duties;
  • the Trust’s conduct and compliance with its own procedures processes and policies;
  • the behaviour of Trust staff, the Trust Board and its members, or of volunteers for the Trust.

2.3 It may be the case that we receive correspondence that in our view does not fall under our definition of a complaint or does not raise any issue that calls for in depth investigation. This may apply, for instance, to:

  • objections to the outcome of assessment of applications for the Queen Elizabeth Prizes for Education which the Trust administers, unless at least one of the factors in 2.2 above applies.
  • objections to certain steps, recommendations or decisions we have taken in compliance with a legal requirement;
  • disapproval of the Trust’s refusal to take action in a matter where we have no legal power to act;
  • anonymous complaints; or
  • malicious, repetitive or vexatious claims such as harassment of staff or repeated submissions of a complaint to which a response under stage two of our complaints procedure has been provided. We will not reply to rude or abusive emails, calls or letters. In all other cases we will give brief reasons for our views but having done so once, will not normally engage in further correspondence on the merits of the position we have taken.

3.0 How to make a complaint

3.1 To make a complaint to the Royal Anniversary Trust, individuals should contact the Trust via one of the following options:

  • Write to The Royal Anniversary Trust at: Complaints, The Royal Anniversary Trust, Sanctuary Buildings, 20 Great Smith St, SW1P3B
  • Email us at info@theroyalanniversarytrust.org.uk with the word ‘Complaint’ clearly noted at the start of the email subject line.

3.2 Complaint correspondence should set out the details of the complaint clearly, including any relevant information, dates and times, your suggestion of a resolution to the issue if possible and your contact details, so that we can get in touch with you.

3.3 Complaints should usually be made within three months of any incident at the heart of the complaint or if a series of incidents, within three months of the last incident in the series. Although the Trust will try to deal with any complaints about earlier incidents, this may present difficulties and complaints concerning incidents that date back longer than this period will only be considered if exceptional circumstances apply.

4.0 When a complaint is received

4.1 Once a complaint has been received, the Trust will issue a written acknowledgment within five (5) working days and the complaint will be logged on the Trust’s complaints register. The Trust’s Board of Trustees will be updated regularly on the complaints logged on the complaints register and their status.

4.2 The complaint will be reviewed to determine whether it is within the Trust’s remit to respond. If the issues raised in a complaint are about a university, college or partner who works with the Trust or other matter not within Trust’s remit, the complainant will be requested to write directly to the applicable organisation or asked for their consent to pass on the complaint.

4.3 If the complaint is within the Trust’s remit, depending on the nature of a complaint, it will be referred to an appropriate individual within the Trust to review and decide on the outcome.  If the complaint is about the conduct of an individual or team, then the complaint will be referred to someone independent of them to review and decide on the outcome.

4.4 The complainant may be requested to provide further information to fully understand the nature of the complaint.

4.5 The potential outcomes to a complaint are that it is:

    • not upheld;
    • partially upheld; or
    • upheld.

4.6 Regardless of the outcome of a complaint, internal recommendations may be made by the team/individual deciding on the outcome.

4.7 The Trust will provide a written response and outcome to all complaints within three (3) weeks. Occasionally this may take longer, particularly if the complaint is complex. Should this be the case a complainant will be updated on the steps being taken and the potential timescales for completion.

5.0 Request a review

5.1 If a complainant is not happy with the response or outcome to a complaint, the complainant should inform the Trust within fourteen (14) days of the date of the outcome being communicated to request a review.

5.2 The review request will then be referred to a more senior member of staff (or if necessary, to a nominated member of the Trustee Board) who was not involved in the original complaint response. They will carry out a review of the complaint, how it was handled, and whether a reasonable outcome was reached.

They will then recommend one of the following actions:

  • Uphold the original outcome; or
  • Make changes to the original response and outcomes.

5.3 This outcome of the review will be communicated in writing to the complainant and the decision reached will be final.

6.0 Other sources of support

6.1 If, following our complaint procedure above, you remain dissatisfied with our response you may contact the Charity Commission for further information.