COMPLAINTS PROCEDURE

1. Introduction

The Lockton Charitable Association is committed to ensuring that its work is of the highest quality and we view complains as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

Our policy is:

  • To provide a fair complaints procedure which is clear and easy to use;
  • To publicise the existence of our complaints procedure so that people know how to contact us;
  • To make sure everyone involved with the Lockton Charitable Association knows what to do if a complaint is received
  • To make sure all complaints are investigated fairly and in a timely manner
  • To ensure that complaints are, wherever possible, resolved and that relationships are repaired; and
  • To gather information which helps us to improve what we do

2. Responsibility

Overall responsibility for this complaints procedure and management of complaints lies with the trustees of the Lockton Charitable Association.

3. Receipt of a Complaint

A complaint may be received in writing sent to The Trustees of Lockton Charitable Association at St Botolph Building, 138 Houndsditch, London, EC3A 7AG or e-mail to sarah.jeffs@uk.lockton.com. Verbal complaints may be made by phone to Sarah Jeffs on 020 7933 2386 or in person to any of the Lockton Charitable Association Trustees at the registered address.

4. Procedure

Immediately a complaint has been received the person who receives the complaint should:

  • Write down the facts of the complaint;
  • Take the complainant’s, name, address and telephone number;
  • Note the relationship of the complainant to the Lockton Charitable Association;
  • Tell the complainant that we have a complaints procedure;
  • Tell the complainant what will happen next and how long it will take;
  • Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words;
  • Write down the facts of the complaint.

5. Resolving Complaints

Stage One

  • Complaints may be resolved swiftly and informally within five working days of receipt by the person responsible for the issue being complained of, If appropriate;
  • All complaints should be passed to the Board of Trustees within five days working days to record in the complaints register;
  • If the complaint has not already been resolved the complaint is delegated to an appropriate person to take action;
  • Complaints should be acknowledged by the person handling the complaint within five working days and state who is dealing with the complaint and when the complainant can expect a reply;
  • A copy of the complaints procedure should be attached;
  • Ideally complainants should receive a definitive reply within 30 days (unless not possible for example if an investigation has not been fully completed, a progress report should be sent within an indication of when a full reply will be given).

Stage Two

If the complainant feels that the problem has not been satisfactorily resolved at Stage One they can request that the complaint is reviewed by the Board of Trustees in the following manner:

  • The request for review by the Board of Trustees should be acknowledged within five working days of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply;
  • At this stage, the complaint will be passed to the Board of Trustees;
  • The Board of Trustees may investigate the facts of the case themselves or delegate to a suitably senior person to do so. This may involve reviewing the facts of the complaint and discussing with the person who dealt with the complaint at Stage One;
  • If the complaint relates to a specific person they should be informed and given the opportunity to respond
  • Ideally complainants should be receive a definitive reply within 30 days (unless not possible for example if an investigation has not been fully completed, a progress report should be sent within an indication of when a full reply will be given)
  • Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation and any action taken as a result of the complaint;
  • The decision taken at this stage is final, unless the Board of Trustees decides it is appropriate to seek external assistance with resolution.

6. Complaints Recording and Reporting

All complaints received must be recorded on the Complaints Register which will be maintained by the Charity Trustees and contain the information obtained under “Procedure” above and other details will be completed as the complaint is investigated and resolved.

7. Monitoring and Learning from Complaints

Complaints are reviewed annually to identify any trends which may indicate a need to take further action.