Overview

REV-FORM is committed to providing high-quality services.

We welcome all types of feedback. Please email positive feedback to admin@reviform.org.

 We recognize that occasionally things may not meet your expectations and that you may choose to complain. In such circumstances, we are committed to the following:

• Provide a fair complaints procedure which is easy to use.
• publicizing our complaints approach
• ensuring that all complaints are investigated and responded to promptly.
• resolving the complaint and, wherever possible, repairing relationships
• gathering information which helps us to improve what we do.

 
This policy includes complaints that are related to fundraising. We operate within the guidelines of the Fundraising Regulator and our Fundraising Promise.

 A complaint should be made within three months of the incident that caused the problem. In exceptional circumstances, complaints will be considered outside of this timeframe.

 All complaints will be treated in the strictest confidence.

How to make a complaint

First, decide if you would like to make an informal or formal complaint, then follow the appropriate procedure.

If your complaint concerns a particular service or our fundraising activities, you may use either the informal or formal complaint procedure. The informal process is easy, quick and responsive to the complaint.

Suppose your complaint concerns a staff member’s behaviour (including any self-employed staff, contractors and volunteers). In that case, it must be in writing as a formal complaint for the attention of the Chief Executive.

Informal complaints procedure

First, please arrange to speak with the relevant REV-FORM manager associated with the REV-FORM service you are using.

If you are unsure whom to direct your informal complaint to, you can find the best person by:

• emailing admin@reviform.org or
• phoning – 0744 8449 886
  

Please be sure to let the manager know that you are making an informal complaint. The manager will note your name, contact details, the nature of your complaint and the outcome you would like.

The manager’s verbal response will be made as soon as practicable, recognizing that time is of the essence. The manager will attempt to resolve the complaint while speaking to you initially but may also arrange a time to call back after further research.

The manager will send you the written confirmation of the complaint response within five working days of the verbal response.

The written response will include the following:

• our understanding of your complaint.
•  an explanation of the circumstances surrounding the event which is the subject of the complaint. 
• reasons for any unsatisfactory service and, if appropriate, a formal apology
•  a course of action taken to remedy any unsatisfactory service.
• what you can do next if you are unsatisfied with the response.

If you feel that your informal complaint wasn’t resolved satisfactorily, please use the formal complaints procedure below. 

You may decide to use the formal complaints procedure at any point during the informal procedure.

Formal complaints procedure

Formal complaints must be made in writing and emailed to admin@reviform.org.

A formal complaint must be titled ‘Formal Complaint’ and must include full details of your complaint, your name and contact details and the outcome you would like to see. If you have used the informal procedure, please also state why you remain dissatisfied.

Within three working days, the Office Manager will, in writing, acknowledge receipt of your complaint and provide you with the contact details of the person handling your complaint. This will typically be a Director.

The Director will respond in writing to your complaint in full within 10 working days. During this time, the Director will research and investigate the issues raised. The Director may contact you during this time to clarify any information. The Director’s response will include the following:

• our understanding of your complaint
• an explanation of the circumstances surrounding the event which is the subject of the complaint
• the reasons for any unsatisfactory service and, if appropriate, a formal apology
• what course of action will be taken to remedy any unsatisfactory service
• what you can do next if you are unsatisfied with the response.
  

If you are not satisfied with the response from the Director, you may ask for the complaint response to be reviewed by emailing admin@reviform.org. 

The review will be conducted by someone not previously involved, usually the Chief Executive.

The reviewer will acknowledge receipt of your complaint in writing within three working days and respond in writing to your complaint within 10 working days.

The reviewer’s response will only address your dissatisfaction with the Director’s response. The reviewer will not re-investigate the complaint’s issues unless there are clear points of disagreement or dispute. It is essential that you highlight any such points.

The reviewer’s response is final, and there is no further recourse under this policy.

Complaints about staff behavior or conduct

Where your complaint relates directly to the conduct or behavior of Action4Youth staff (including any self-employed staff, contractors and volunteers), the complaint should be made in writing to the Chief Executive and sent to admin@reviform.org.

The complaint will be dealt with as if it were a formal complaint, except that the Chief Executive will handle it. At the request of the Chief Executive, the relevant line manager may conduct the initial investigation for that person.

Where your complaint relates directly to the conduct or behavior of the Chief Executive, the complaint should be made in writing to the Chair of the Board of Trustees, who will follow the formal complaints procedure.

Complaints relating to our fundraising activities

Any complaints relating to our fundraising activities will be subject to further scrutiny as part of our commitment to charitable regulation and good practice.

We subscribe to and follow the Fundraising Regulator’s Code of Practice and Fundraising Promise both set the professional standards expected of all charitable fundraisers. If we have breached any aspect of the code or promise, we will refer that complaint to the Fundraising Regulator.

When responding, we will:

• signpost the complainant to the complaints process of the Fundraising Regulator
• inform the complainant of their right to refer their complaint to the Fundraising Regulator within two months if they remain dissatisfied
• explain that if we feel unable to resolve the complaint satisfactorily, we will self-refer it to the Fundraising Regulator.
  

Monitoring complaints

We keep a record of the number and type of complaints received to improve our services and provide relevant training to staff, as appropriate. Statistics concerning these will be regularly reviewed by the Chief Executive and brought to the attention of the Board of Trustees annually. All complaints will be logged centrally and monitored.

Concerning fundraising complaints, a summary of all our investigations and outcomes will be provided to the Fundraising Regulator each year as part of our annual complaints return.

Vexatious or habitual complaints

Staff may have contact with a small number of persistent or vexatious complainants who absorb disproportionate resources in dealing with persistent complainants.

 For example, a habitual or vexatious complainant may:

• continue to pursue a complaint when the complaints procedure has been fully exhausted
• change their complaint or continually raise new issues to prolong contact
• not clearly identify issues or focus on trivial matters to the extent that it is out of proportion to their significance
• have an excessive number of contacts with Action4Youth, placing unreasonable demands on staff
• become aggressive and unreasonable in their demands and expectations.

 
In consultation with the Chair, the Chief Executive will determine if a complainant is vexatious/habitual. The complainant will be notified in writing by the Chief Executive of the reasons and the action that will be taken, which may include:

• drawing up a signed ‘agreement’ with the complainant (which sets out an ongoing code of behavior for the parties involved)
• declining all further contact, which should be preceded by a letter stating that REV-FORM has done all it can to resolve any existing complaint(s).