The Beaumont Charity

Charity Commission Reg No 205825

(An Almshouse Charity)

Complaints Policy

The aim of the policy is to ensure that that the complaints process is flexible and responsive to the needs of individual complaints. The policy seeks to ensure that:

  • residents who complain are listened to and treated with courtesy and empathy
  • residents will never be disadvantaged as a result of making a complaint
  • complaints are investigated promptly, thoroughly, honestly and openly
  • apologies are given as appropriate
  • complaint handling will comply with confidentiality and data protection policies

 

Complaints may be made by residents, their carers and families or a representative of a resident.

 

The Beaumont Charity will not be able to deal with an issue through the complaints process if:

  • a complaint relates to a legal matter that is already being dealt with by a solicitor
  • the complainant is anonymous, unless there is sufficient documentary evidence to substantiate the complaint.

 

Residents should be encouraged to raise minor complaints informally in the first instance, preferably verbally, as this can lead to better understanding and very often to a quick resolution of the issue. If the complaint cannot be solved quickly or if the complaint is more serious, it should be made in writing. A written complaint should include sufficient detail to enable the charity to investigate. Complaints should be made to the Clerk in the first instance, who will acknowledge receipt of a written complaint within 14 working days.  This acknowledgement will indicate the next course of action and the anticipated timescale. The charity will seek to resolve the complaint as a matter of urgency.

 

If the complainant is still not satisfied with the outcome, they have 14 working days to submit a written appeal, and the appeal will be dealt with by the chair of trustees who will convene a special meeting within 14 working days of the appeal being submitted. The chair of trustees will respond in writing to the complainant within 7 working days advising of the action taken to resolve the complaint.

 

  • If a complaint is pursued unreasonably or where a resident’s actions or behaviours are deemed to be unreasonable, the Beaumont Charity reserves the right to close the complaint. A complainant who displays threatening or abusive behaviour or language (whether verbal or written), that causes staff or trustees to feel threatened, abused and/or continues to contact the charity with unreasonable demands during/following a complaint investigation, may have their appointment set aside.
  • In cases where Trustees consider a complainant is being unreasonable and overly persistent and decide to bring the complaint to an end, they will inform the complainant of their reasons.

This policy has been approved for issue by the board of trustees of (the Beaumont Charity)

 

 

 

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