Complaints and Compliments.
South Asian Heritage Trust is committed to providing a high standard of service to its members, partners, beneficiaries and other service users. We recognise that, from time to time, concerns may arise where someone feels that the quality or standard of service provided has fallen short of what may reasonably be expected.
We value feedback and aim to resolve concerns promptly, fairly and respectfully. Wherever possible, complaints should first be raised informally with the member of the Trust involved, so that the issue can be addressed quickly and at the earliest opportunity.
Where an informal resolution is not possible, or where the complainant remains dissatisfied, the formal complaints procedure below should be followed.
A complaint may be made in person, by telephone, in writing, or by email.
All formal complaints should be addressed to the Trustees. The Trust will acknowledge receipt of a formal complaint in writing within 10 working days.
Where the complaint relates to the Trustees, it should be addressed to the Chair and clearly marked Confidential.
At any stage of the complaints process, the complainant may be accompanied or supported by a friend or supporter. Legal representatives will not normally be involved in this process.
The Chief Officer or, where appropriate, the Chair, will investigate the circumstances giving rise to the complaint.
A written response setting out the outcome of the investigation will normally be provided within 20 working days of the complaint being received. Where this is not possible, the complainant will be informed of the reason for the delay and given an updated timeframe.
If the complaint is upheld, the Chief Officer or Chair will discuss and agree any appropriate further action with the complainant.
If the complainant is dissatisfied with the outcome of the investigation, they may submit an appeal in writing.
The appeal will be considered by an appeal panel made up of two members of the Trustee Board, including at least one Vice-Chair.
The appeal panel will review the complaint and the outcome of the original investigation and will provide a final decision in writing. If the appeal is upheld, the panel will agree any appropriate further action with the complainant.
The decision of the appeal panel is final.
The Chief Officer or Chair will keep the Trustee Board informed of the number, nature and outcome of complaints received.
A summary report on complaints will be presented to the Trustee Board at least once each year to support accountability, learning and service improvement.
