Complaints handling policy.

 

Responsible Business Initiative (RBIJ) Complaints Handling Policy

If you have a complaint about RBIJ and we want to hear about it. We will always do our best to put it right.

Our Complaints Procedure has the following goals:

  • To deal with complaints fairly, efficiently and effectively; 

  • To ensure that all complaints are handled in a consistent manner throughout; and

  • To use complaints constructively in the planning and improvement of all of our work and interactions. 

Who can complain?

Anyone who is:

  • Receiving a service from RBIJ;

  • Providing a service to RBIJ;

  • Volunteering with or working for, or with, RBIJ (although please consider whether our grievance policy might be more suited in that instance)

How do I complain?

RBIJ would like to address any complaint as soon as possible.

Many complaints can be resolved informally. In the first instance contact the Operations Director and, if you feel able, speak to him / her about your complaint. You can contact RBIJ’s current Operations Director by emailing caroline@rbij.org. 

If you are not satisfied or do not wish for an informal solution, you may pursue a formal complaint.

To do so, please write down your complaint and send it to: Caroline Forster, RBIJ’s Operations Director at caroline@rbij.org.

What happens when you make a formal complaint?

You will receive acknowledgement of your complaint within 10 working days. You may be contacted to make sure that we have understood your complaint properly. You may be interviewed by the person investigating the complaint.

You will receive a response to your complaint within 28 working days of its receipt. Any extension of this time limit requires your consent.

Does this always happen?

In all cases, a complaint will be given full and fair consideration.

However, if as a result of your complaint, disciplinary proceedings are taken against a member of staff, an internal procedure will apply. You will be informed that disciplinary proceedings have taken place, but as these proceedings are confidential, you will only be informed of the details or outcome of matters outside of this procedure.

If a criminal offence is alleged, then the police will be informed.

Can you have someone with you when your complaint is discussed?

Yes, you can. This can be any person of your choosing. 

Policy updated: November 2023