Complaints Procedure

1. Complaints Procedure

Any member of the public or employee of Charity Hive has the right to complain to Charity Hive directly or to the Fundraising Regulator.

Complaints will be considered and resolved as quickly and efficiently as possible. Charity Hive will acknowledge receipt of a complaint and set realistic and reasonable time limits for each stage of the complaints process. If it is not possible to meet the timescales set out, organisations should ensure the complainant is kept up to date and explain the reasons for the time taken.

Once we have received a complaint we will:

• Explain the process that will be followed and when a decision will be made.
• Complaints, where possible, will be investigated by someone within the organisation who is independent of the events complained about. Where this is not possible, Charity Hive will consider whether a third party outside of the organisation should be asked to investigate the complaint.
• Charity Hive will always listen to complainants to understand the complaint and the outcome the person is seeking.
• Where possible, members of staff should be informed if a complaint has been made about them or actions for which they were responsible; Charity Hive has a duty of care to staff complained about as well as to complainants. Charity Hive will ensure members of staff have an opportunity to respond to the allegations made.
• Complaints will be investigated thoroughly and fairly to establish the facts of the case. This includes reviewing all relevant evidence and might include speaking to any individuals complained about as well as the complainant and any third parties involved.

2. Reaching a decision

Charity Hive will provide clear, evidence-based reasons for their decisions and ensure those decisions are proportionate, appropriate and fair. This means responding openly to all the substantive points raised by a complainant and explaining why Charity Hive considers those points are justified or not.

When responding to complaints, Charity Hive will be respectful and acknowledge the experience of the complainant, whether the complaint is justified or not.

Charity Hive will always take responsibility for the actions of their staff and those acting on behalf of the organisation.

When responding to a complaint, Charity Hive will acknowledge if things have gone wrong and take proportionate action to put things right, including apologising where appropriate. This will include telling the complainant about the lessons learnt and any changes made to services, guidance or policy as a result of the complaint.

3. Learning from complaints

Complaints will always be regarded as a source of learning and improvement.

Charity Hive will keep a record of all complaints received, the outcomes of their investigations and the reasons for their decisions.

Charity Hive will review the complaints they have receive quarterly to identify any trends or wider learning. In reviewing the complaints we have received, Charity Hive will always consider what lessons can be learnt and how they can improve their service and the experience of donors.

Charity Hive regularly reports to the Senior Management Team and Board of Trustees on the number and nature of complaints received and the outcome of those complaints, including whether they have led to a change in services, policies or procedures.

Charity Hive will cross check how this reporting links to the requirement outlined in the Charities (Protection and Social Investments) Act 2016, which requires registered charities that, by law, must have their accounts audited to include extra information about fundraising complaints in their annual report and accounts.