YouTurn Futures Complaints Policy

Policy Statement

Whilst we always aim to get things right first time, we know that on occasions we may not.

As an integrity led organisation, if we make a mistake, we will be open and honest about it as soon as possible.

We will tell you about our mistake, explain why we think the mistake was made, and tell you how we will do our best to ensure it doesn’t happen again.

As an organisation we are committed to learning and continuous improvement and will therefore use complaint information, investigation and findings constructively to reflect, learn, monitor and improve our performance and safeguard the individuals we support.

Who can complain using this policy?

Complaints relating to the delivery of services from YouTurn Futures may be made by any person (such as an individual receiving our support, parents or carers of beneficiaries, our volunteers, partner agencies or funders and job applicants).

Where a complaint is made on behalf of another person, that person’s written permission is needed before the complaint can be investigated. A complaint in respect of someone who has died may be made by a member of the person’s immediate family (for this purpose, “immediate family” means the parents, spouse, cohabitee, siblings or children of the deceased).

This policy is not for YouTurn team members. If a team member has a complaint, they should follow the relevant policy;

Whistleblowing Policy
Grievance Policy
Safeguarding Policy

What can you complain about?

A complaint is an expression of dissatisfaction with any aspect of the work of YouTurn Futures.

To be eligible for consideration, complaints must arise from actions or decisions, or failures to act or decide, with respect to the delivery of YouTurn services, on the part of the employees, volunteers or trustees of YouTurn Futures.

If you are an individual receiving support from YouTurn Futures and have concerns about your own safety or protection (safeguarding concerns), please report this to our Safeguarding Lead(s).

What constitutes a serious complaint?

The Charity Commission for England and Wales defines a ‘serious’ complaint as one concerning an action that could cause ‘serious risk of harm to the charity or the people it was set up to help’.

They provide the following list of such actions –

a charity not following the law, with damaging consequences to its reputation and public trust in charities generally.
serious harm to the people the charity helps or other people who come into contact with the charity through its work.
a person or organisation receiving significant financial benefit from a charity.
criminal, illegal or terrorist activity.
a charity set up for illegal or improper purposes.
a charity losing significant amounts of money.
a charity losing significant assets, for example land or building

Key principles of this Complaints Policy

Anyone making a formal complaint under the arrangements described below must do so within six months of the action, decision or failure to act or decide, which is the subject of the complaint, or (if later) within six months of the time at which the complainant could reasonably have been expected to know of the matter of which they wish to complain.

Complaints will not be eligible for investigation under the complaints procedure if the subject matter is under criminal investigation, or subject to the decision of a court, a statutory tribunal, the Crown Prosecution Service or if the issue or issues that form the basis of the complaint have been determined by any of these.

Through the implementation of this policy and procedure, we will ensure there is a fair, clear and consistent process which sets out three stages for considering complaints. This includes, as far as possible, a consistent contact person who will update you throughout the process.

We will respect confidentiality throughout the process. Only those involved in looking into the complaint will know about it.

Dependant on the nature of the complaint it may mean that other YouTurn Futures policies or legislation takes precedence when considering how we respond to the complaint.
All complaints will be recorded on the YouTurn Futures Complaint Register and shared with the Board of Trustees on a quarterly basis. This document captures complaints received and the documented response and closure. It is kept securely and shared with the Trustees on a quarterly basis.

Anonymous Complaints

Anonymous complaints will be recorded and corrective action will be taken if there is sufficient information and findings to support this.

Confidentiality

The complaint will be treated as confidential and any communication on this issue, including responding to the complainant, will be subject to compliance with the Data Protection Act.

Stage 1 – Informal complaints

All complainants should be encouraged to use the informal stage of the procedure in the first instance but have the right to go straight to the formal stage if they wish.

An initial complaint regarding the delivery of services by YouTurn Futures may be made in writing, by telephone or through direct personal contact. The aim, when receiving initial complaints, is to resolve them quickly, informally and at the lowest possible level. Therefore, those making complaints should be directed in the first instance to speak to the person involved, his or her line manager or any other person responsible for the staff member whose actions or sphere of activity are the subject of the complaint. At the end of the informal stage, complainants will be sent a letter by the CEO outlining the complaint and the outcome of the discussions that have taken place.

Where a complainant remains dissatisfied with the outcome of the informal stage, they should make a formal complaint.

Stage 2 – Formal complaints

Formal complaints must be made in writing and should, where practicable, be signed by the person who is aggrieved, unless permission has been provided for another person to act on the complainant’s behalf.

Complainants must be informed, within 10 working days of receipt of their complaint, whether it is eligible for consideration and, if so, the procedure under which it will be considered and the date by which they will receive a reply.

The YouTurn Futures CEO will nominate a person to investigate the circumstances regarding the complaint.

Complaints relating to actions, decisions or failures to act or decide by the CEO should be directed to the Chair of Trustees.

The complaint will be investigated and the outcome, with reasons, sent in writing to the complainant within 25 working days of acknowledgement of the complaint. If the CEO exceptionally, needs more time, they must write to the complainant setting out the reasons for the delay.

At the time they are notified of the outcome, complainants must be informed that, if they are not satisfied, they have 25 working days from the date of the reply in which to appeal, and that they must state the reasons for their dissatisfaction. There is no obligation to accept an appeal received outside this time limit, but YouTurn Futures has discretion to do so if there are exceptional circumstances or if satisfactory reasons are provided for the appeal being late.

Stage 3 – Appeal stage

Appeals must be made in writing to the Chair of Trustees and should be signed by the complainant wherever practicable. The Chair of Trustees must acknowledge receipt of the appeal within 10 working days.

The Chair of Trustees will nominate a trustee (or independent person) to investigate the matter further.

The outcome of the appeal will be sent in writing to the complainant within 25 working days of receipt of the appeal. If, exceptionally, this requirement cannot be met, the complainant will be notified in writing of the reasons for the delay.

Alternative resolution

The complainant will be notified of other legal remedies and the relevant regulator if they are not satisfied about how their complaint has been handled.

These include: