Complaints Procedure

Introduction

The Planet Protection Project views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person (or organisation) that has made the complaint.

Our policy is:

  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
  • To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
  • To make sure everyone at the Planet Protection Project knows what to do if a complaint is received
  • To make sure all complaints are investigated fairly and in a timely way
  • To make sure that complaints are, wherever possible, resolved and that relationships are repaired
  • To gather information which helps us to improve what we do

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of the Planet Protection Project – encompassing both our fund raising, research work, and strategy implementation work around the world.

Where Complaints Come From

Complaints may come from any individual, volunteer or organisation who has a legitimate interest in the Planet Protection Project, including the general public if something is perceived to be improper. A complaint can be received verbally, by phone, by email or in writing. This policy does not cover complaints from staff, who should refer to Planet Protection Project’s internal policy on such matters.

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility

Overall responsibility for this policy and its implementation lies with the Director of the Planet Protection Project.

Review

This policy is reviewed regularly and updated as required.

 


Publicised Contact Details for Complaints

Written complaints may be sent to Planet Protection Project at Planet Protection Project CIC, 7 Bell Yard, London, WC2A 2JR or by e-mail at james.williams@planetprotectionproject.org. Verbal complaints may be made by phone to +44 (0) 7960 869 913 or in person to any of the Planet Protection Project’s staff.

 


Receiving Complaints

Complaints received by telephone or in person need to be recorded. The person who receives a phone or in person complaint should:

  • Write down the facts of the complaint
  • Take the complainant’s name, address and telephone number
  • Note down the relationship of the complainant to the Planet Protection Project, e.g. donor, volunteer, sponsor
  • Tell the complainant that we have a complaints procedure
  • Tell the complainant what will happen next and how long it will take
  • Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words

Resolving Complaints

Stage One

In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate. Whether or not the complaint has been resolved, the complaint information should be passed to the Planet Protection Project Director within five business days.

On receiving the complaint, the Director records it in the complaints Logbook. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action. If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.

Complaints should be acknowledged by the person handling the complaint within five working days. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached. Ideally complainants should receive a definitive reply within a month. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

Stage Two

If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Board level.

At this stage, the complaint will be passed to the Board of Directors. The request for Board level review should be acknowledged within five working days of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.

The Board of Directors may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One. The person who dealt with the original complaint at Stage One should be kept informed of what is happening.

If the complaint relates to a specific person, they should be informed and given a further opportunity to respond. Ideally complainants should receive a definitive reply within a month. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given. Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint. The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution.

External Stage

As the Planet Protection Project is applying for registration with the Funding Regulator, the complainant will be able to complain to the regulator at any stage (once registration is complete). Information about the kind of complaints the Funding Regulator can involve itself in can be found on their website at: https://www.fundraisingregulator.org.uk/complaints/make-complaint.

Variation of the Complaints Procedure

The Board may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about a Director should not also have the Director involved as a person leading a Stage Two review.

Monitoring and Learning from Complaints

Complaints are reviewed annually to identify any trends which may indicate a need to take further action.