Complaints Management Policy

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Complaints Managment Policy

1. Statement

This policy sets out the principles and practices by which Rotary Jaipur Limb (“the Charity”) deals with complaints.

2.            What this policy covers

The Charity is committed to provide a high quality of service. This policy thus covers the way in which it deals with complaints that may be received in the exceptional circumstances.

3.            How to make a complaint

We request that any complaints be made either in writing to Rotary Jaipur Limb Chairman Brian Stoyel, 173 St Stephens Road, Saltash, Cornwall PL12 4NJ or by email to brian@stoyel.co.uk  

Please ensure that you provide the following details:

-  Full name and contact details

-  The nature of your complaint

-  Your expectation in how you would like your complaint to be resolved.

4.            How we handle your complaint

4.1         We will aim to acknowledge your complaint within 5 working days either by post or email (whichever is the most expedient) and enclose a copy of this policy.

4.2          We may ask for further information to aid us in any investigation we may need to undertake in resolving your complaint. If this is required, we will ask for the information to be received within a specific period.

4.3          We will update you on the progress of your complaint at relevant intervals.

4.4          Where required/warranted we may invite you to a meeting to discuss your complaint. You may not have to attend if you do not wish to or are unable to do so. We will be happy to discuss options should this required.

4.5          We will aim to resolve your complaint within 21 days from the date of acknowledgement of the same. We will provide information regarding our investigation and resolution of your complaint.

Where we are unable to resolve your complaint in the given time scale, for example due to the need for further investigations etc. then we will inform you of the same and give an expected timescale for the resolution.

5.            Additional option

If, for some reason, you are unsatisfied with the outcome of the handling of your complaint, then you may want to consider taking your complaint to:

 -  Fundraising Regulator (for complaints relating to fundraising)

-  Advertising Standards Authority (for advertising complaints)

-  The Charity Commission in England & Wales.

6.            Effectiveness of Policy

The Trustees shall review and update this policy annually if required

RJL Complaints management policy v2