Complaints Policy and Procedure

Our aim:

The FAW Trust is committed to providing a quality service and working in an open and accountable way that builds the trust and respect of all our stakeholders. One of the ways we can continue to improve our service is by listening and responding to the views of our customers and stakeholders and in particular by responding constructively to complaints, and by putting mistakes right.

Therefore, we aim to ensure that:

· making a complaint is as easy as possible;

· we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response;

· complaints will be dealt with promptly, politely and confidentially, where appropriate;

· we respond in the appropriate way – for example, with an explanation, of corrective or remedial action taken;

· we learn from complaints, use them to improve our service, and review regularly our complaints policy and procedures.

We recognise that some concerns will be raised informally, and dealt with quickly. Our aim is to resolve your complaint in the most efficient manner whilst maintaining confidentiality.

An informal approach should be considered in the first instance but if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Definition: FAW Trust defines a complaint as ‘any expression of dissatisfaction (with FAW Trust, with a member of staff, or with an FAW Trust Board member) that relates to FAW Trust and requires a formal response’.

Purpose: The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and resolved wherever possible to the complainant’s satisfaction.

FAW Trust’s responsibility will be to:

· acknowledge the formal complaint in writing;

· respond within 28 days;

· deal reasonably and sensitively with the complaint;

· take action where appropriate.

A complainant’s responsibility is to:

· make their complaint, in writing, within 28 days of the issue arising;

· raise concerns promptly and directly with a relevant member of staff from FAW Trust;

· explain the problem as clearly and fully as possible, including any action taken to date;

· allow FAW Trust reasonable amount of time to deal with the complaint;

· recognise that some circumstances may be beyond FAW Trust’s control.

Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and the FAW Trust maintain confidentiality. However, the circumstances giving rise to the complaint may mean that it is not possible. Should this be the case, the situation will be explained to the complainant.

Formal Complaints Procedure

Stage 1

In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, so that he or she has a chance to put things right. If your complaint concerns a Trustee of FAW Trust rather than a member of staff, you should write formally to the FAW Trust Chief Executive. In your letter you should set out the details of your complaint, the consequences for you as a result and the remedy you are seeking.

You can expect your complaint to be acknowledged within 14 days of receipt. You should get a response and an explanation within 28 days of initial receipt. If you are unsure which member of FAW Trust staff to write to, your complaint should be sent to the Head of Corporate Services. Letters should be sent to FAW Trust, Dragon Park, Newport International Sports Village, Newport, NP19 4RA.

Stage 2

If you are not satisfied with the initial response to the complaint, then you can write to the FAW Trust Chief Executive and ask for your complaint and the response to be reviewed. You can expect the Chief Executive to acknowledge your request within 14 days of receipt and respond within 28 days.

FAW Trust’s aim is to resolve all matters as quickly as possible. However, some issues may be more complex and therefore may require longer to fully investigate. Consequently, timescales given are indicative. If a matter requires more detailed investigation, you will

receive an interim response informing you of what is being done to deal with the matter outlining when a full reply may be expected.

Stage 3

If you are not satisfied with the subsequent reply from the FAW Trust Chief Executive, then you have the option of writing to the Chairman of the Board, FAW Trust, Dragon Park, Newport International Sports Village, Newport, NP19 4RA, stating the reason why you are dissatisfied with the outcome. You must do this within 14 days of receiving the written response from the FAW Trust’s Chief Executive.

The Chairman of the Board will respond normally within 14 days to inform you of the action which will be taken to investigate your complaint and when you can expect to hear the outcome of the investigation.