FBMF complaints procedure has three parts:

1. Introduction to the procedure

2. How to make a complaint

3. How your group will respond to the complaint

1. Introduction to the procedure

• Complaints are any clear expression of dissatisfaction with the group, its personnel, or its services that calls for a response

• The procedure deals with specific concerns including: a risk to the health or safety of any individual or improper conduct or unethical behaviour.

• Anyone may file a complaint including children, parents/carers, volunteers, paid workers, or other people outside the group.

• Making a complaint must be made as easy as is possible, an offer of help to make any complaint should be made.

• Complaints are to be treated seriously whether the complaint is made in person, by telephone, by letter, by fax, or by e-mail
• Complaints will be dealt with promptly, politely, and with respectthe group learns from complaints and uses them to improve its services, therefore a record must be kept in a complaints book in the office.

2. How to receive a complaint

• People may make a complaint in writing, by fax, by email, or by telephone. Complaints made in person should be made with someone else in the room to witness the complaint.
• All complaints must be written down, even if they are made in person or the telephone, so that you can keep a confidential record of them.

• You may be able to resolve your complaint by taking it up immediately with the

  person(s) making the complaint, or if you cannot resolve the complaint in this manner you might prefer to refer the issue to a member of the management committee.

A formal complaint should include:

• Their name and contact details (though in some cases, you may allow anonymous Complaints)

•  Copies of any relevant correspondence

• Name of people they have written to or spoke to up to this point about the complaint

• Details about what has gone wrong or has been handled improperly

• An explanation of how they would like the group to resolve your complaint.

3. Responding to complaints

The complaints procedure must outline a clear process by which complaints are handled.

Please state:

• Who will respond to the initial complaint and when the complainant will be informed of progress. If this has not resolved the issue;
• What happens if the complainant is not satisfied with the initial response and who you will speak to. If this has not resolved the issue;
• What will happen if the complaint has still not been resolved – this may include calling in an independent body to assess the complaint
• Each response should include who to contact next if the person believes that the complaint has not been dealt with properly.

Download a full copy of Complaint Procedure for information on appeal process.