Introduction
BUSK is committed to ensuring its work is of the highest quality and believes that effective investigation of complaints and learning from these are an important part of that commitment.
Our Commitment
This policy and procedure sets out the arrangements which BUSK has for the investigation and resolution of complaints, and for learning from these.
What is a Complaint?
Comments and Suggestions
BUSK welcomes comments and suggestions about how it can improve its work. These comments may sometimes be critical and when these are heard or received, they will be responded to in a polite and constructive manner. These would not ordinarily be considered as a complaint, unless the person making the comment or suggestion indicated they wish it to be treated as such.
Definition of a Complaint
A complaint is an expression of dissatisfaction, either written or spoken. A complaint can be made by an individual or a group. People may wish to complain if they are not satisfied with the way they have been treated or with the service they have received from BUSK.
Examples of complaints could include:
- Dissatisfaction with any aspect of the organisation's work
- Issues with a service provided
- Concerns about a campaign
- Problems with a fundraising activity
- Disagreement with a policy
Quick Resolution
Most straightforward complaints will be able to be addressed immediately in conversation, by email, or by using social media at the time at which the complaint is made, wherever appropriate using the same medium of communication as used by the complainant.
All Complaints Are Taken Seriously
It is important to bear in mind that the seriousness of a complaint will be specific to the individual (indeed different complainants may take a different view about the seriousness of the same issue of complaint), and all complaints should therefore be treated by BUSK as serious and requiring resolution.
Compliments and Thanks
BUSK will also often receive compliments and thanks for its work. These should also be acknowledged immediately and should be forwarded to buskuk@btinternet.com so that they can be acted upon.
Principles of BUSK's Complaints Policy
Customer Feedback
BUSK recognises that compliments and complaints are an important part of customer feedback.
Fair Process
The procedure is fair to people using services or experiencing BUSK's work, complainants and to staff.
Accessible to All
The procedure is accessible to all regardless of age, disability, gender, ethnicity, belief or sexual orientation.
No Prejudice
Making a complaint will not harm or prejudice the service that is given to the complainant.
Proper Investigation
Concerns and complaints are dealt with efficiently and are properly investigated.
Respectful Treatment
Complainants are treated with respect and courtesy and receive appropriate support throughout the handling of the complaint.
Timely Response
Complainants receive a timely and appropriate response, identifying the outcome of any investigation, wherever possible.
Continuous Improvement
Learning from complaints will be used to improve BUSK's work.
Our Response Commitment
In line with these principles, in responding to complaints, BUSK will:
Who Can Make a Complaint?
This procedure is for anyone who has received a service from BUSK in return for payment.
BUSK's Two-Stage Process
If a complaint is about BUSK, then there are two stages which can be used to try and resolve the problem.
Stage One (Informal)
Most appropriate route for most concerns and issues, especially those that do not indicate serious misconduct and where the complainant agrees.
Process:
- Speak to or email the individual(s) concerned
- Try to resolve the complaint informally
- Contact the BUSK Director at any point to express concerns
Our Response:
BUSK's response will aim to satisfy the complainant that their concerns have been taken seriously. An apology and explanation will be offered as appropriate, along with reference to any remedial action to be taken.
Stage Two (Formal Investigation)
If you are not satisfied with the Stage One response, or would prefer your complaint to be formally investigated.
How to Make a Formal Complaint:
Submit Your Complaint
Outline the details of your complaint in writing or electronically and send it to the BUSK Directors. Contact details are prominently displayed on the BUSK website www.busk-uk.co.uk
Acknowledgement (Within 5 Working Days)
All complaints will be acknowledged and dealt with by the BUSK Directors in writing (by post or email). The letter will contain:
- The date the investigation will start
- Summary of the complaint (if given verbally)
Full Response (Within 20 Working Days)
You will ordinarily receive a full response within a maximum of 20 working days from the acknowledgement letter. The response may include:
- Details of the investigation and findings
- Decision about whether the complaint was upheld
- Details of changes BUSK will make to prevent recurrence
- Reason for the decision
- Redress offered (e.g. apology and/or remedial action)
If More Time is Needed
If it is not possible to provide a full answer within 20 working days, a BUSK Director will write at 20 working days to provide a progress report explaining the reasons for delay and give a date when the investigation is expected to be completed.
Final Decision
The decision of a BUSK Director is final.
Recording Complaints
Complaints Register
All complaints about BUSK's work will be recorded in a complaints register as soon as they are received. This will be held by all BUSK Directors and will include:
Investigation Objectives
All investigations will seek to:
Identify and understand the circumstances which led to the complaint being made
Identify the steps which could be taken to prevent a reoccurrence of any such circumstances
Preserve the confidentiality of the complainant other than where strictly needed for investigation purposes
Present the outcome clearly and logically in writing, addressing each aspect of the complaint
Establish whether to uphold a complaint (in full or in part) or not
Additional Information
Disciplinary Procedures
BUSK would ordinarily not disclose details of disciplinary action that has taken place as a result of the complaint to the complainant, bearing in mind the rights of staff to confidentiality.
Responsibilities of All BUSK Representatives
All persons acting on behalf of BUSK have a responsibility to ensure that:
- All complainants are listened to and treated with respect and courtesy at all times
- Where possible, verbal complaints are constructively resolved at the time, making sure that complainants receive a full response with an apology where appropriate
- Letters of complaint are referred immediately to a BUSK Director