Its Unique Families is committed to providing high-quality services to all of our service users and stakeholders. We recognise that there may be occasions when individuals are dissatisfied with our services or wish to provide feedback on their experiences. This policy sets out our commitment to managing complaints and feedback in a fair, transparent, and timely manner.
Purpose
We welcome feedback and complaints as an opportunity to improve our work.
Who Can Complain
Anyone who interacts with our charity, including beneficiaries, volunteers, supporters, and
members of the public.
How to Make a Complaint
Complaints can be made:
● By email: infoitsuniquefamilies@gmail.com
● In writing to: 67 Oxgate House, Oxgate Lane, Brent, England, NW2 7FQ
Our Process
● Complaints will be acknowledged within 7 working days
● We will investigate fairly and confidentially
● A response will be provided within 20 working days
Escalation
If you are not satisfied with the outcome, you may request a review by the trustees.
Scope
This policy applies to all complaints and feedback received by Its Unique Families, regardless of the method of communication or the nature of the complaint or feedback. This includes but is not limited to complaints and feedback from service users, donors, volunteers, employees, and members of the public.
Complaints Procedure
If you have a complaint about the services provided by Its Unique Families, you should follow the procedure outlined below:
Contact the relevant person. In the first instance, you should try to resolve your complaint informally by contacting the relevant person involved in the matter. This may be a staff member, volunteer, or contractor. They will try to resolve your complaint quickly and efficiently.
Formal Complaint
If you are not satisfied with the response from the relevant person, or you feel that your complaint has not been resolved, you can make a formal complaint to Its Unique Families. You can do this by writing an email or letter to the designated person or team. Please provide as much detail as possible about your complaint, including the date and location of the incident, the names of any individuals involved, and any relevant documents or evidence.
Investigation
Once your complaint has been received, it will be investigated by the designated person or team. They will gather all relevant information and may speak to individuals involved in the
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matter. They will keep you informed of progress and aim to resolve your complaint within a reasonable timeframe.
Response
Once the investigation has been completed, you will receive a formal response from Its Unique Families. This will include details of the investigation, the findings, and any action taken as a result of the complaint. If you are not satisfied with the response, you may have the opportunity to appeal the decision.
Feedback Procedure
If you have any feedback about the services provided by Its Unique Families, we would like to hear from you. You can provide feedback by completing a feedback form on our website or by contacting the designated person or team.
We value all feedback and will use it to improve our services where possible.
Confidentiality
All complaints and feedback will be treated confidentially, and information will only be shared with individuals who have a legitimate need to know. However, in some circumstances, it may be necessary to share information with relevant authorities, such as regulatory bodies or law enforcement agencies.
Training and Awareness
Its Unique Families will provide training and awareness-raising activities to all staff, volunteers, and contractors on how to handle complaints and feedback. This will include guidance on how to respond to complaints and feedback, and how to manage any conflicts that may arise.
Conclusion
Its Unique Families is committed to managing complaints and feedback in a fair, transparent, and timely manner. We value all feedback and will use it to improve our services where possible. If you have any questions or concerns about this policy, please contact the designated person or team.