Complaint Policy
VHANI Foundation CIC: Complaint Policy
Principles of Complaint Handling
- Fairness
Ensures impartiality and equity in complaint handling: All complaints are handled with fairness and neutrality, ensuring that each case is treated with respect and without bias. This is critical to maintaining trust within the organization and with its stakeholders.
Treats all parties with respect, avoiding bias or prejudice: Every individual involved in the complaint process, whether complainant or accused, is treated with dignity and respect. The organization ensures that there is no discrimination based on gender, race, religion, or any other personal characteristic.
Resolutions are pursued through a transparent and objective process: The complaint resolution process is open and clear to all parties involved. This transparency fosters trust and allows stakeholders to understand how decisions are made.
- Accessibility
Offers multiple complaint submission channels: To ensure that everyone can easily submit a complaint, the foundation provides a variety of channels such as email, phone, postal mail, and online forms.
Provides assistance for stakeholders facing challenges in submitting complaints: The foundation is committed to making sure that complaints can be submitted regardless of challenges such as language barriers, disabilities, or lack of technological access.
- Confidentiality
Protects the identity of complainants to prevent retaliation: The foundation understands the importance of privacy and confidentiality. Complainants’ identities are protected to avoid any form of retaliation or intimidation.
Accepts anonymous complaints, provided sufficient information is available to address the concern: The organization allows anonymous complaints if sufficient detail is provided to enable a fair investigation. This guarantees that individuals can voice their concerns without fear of exposure.
- Timeliness
Acknowledges complaints within 2–3 working days: Upon receiving a complaint, the foundation acknowledges it promptly, generally within 2-3 working days, and provides the complainant with a unique reference number for tracking purposes.
Resolves complaints within defined timelines: The foundation aims to resolve complaints in a timely manner, ensuring that investigations are completed within 20 working days unless an extension is necessary. Regular updates are provided to keep complainants informed about the status of their issue.
- Accountability
Documents all complaints and their outcomes securely: All complaints and resolutions are documented systematically in a secure manner. This ensures that there isa record of each case for accountability and future reference.
Publishes summarized complaint data in organizational reports to enhance transparency: Summarized data on complaints are shared periodically to the public and stakeholders, fostering transparency and accountability. This allows the organization to demonstrate its commitment to addressing concerns effectively.
- Complaint Submission Channels
Complaints can be sent to info@vhanifoundation.org
Anonymity is optional, but clarity in providing details is
encouraged to allow for thorough investigation.
The foundation has a dedicated complaint line, operating
Monday to Friday from 10:00 AM to 6:00 PM. This ensures
easy access for individuals who prefer voice communication.
Complaints can also be sent via traditional mail to the
foundation’s address:
Vhani Foundation Complaints Office
27 Old Gloucester Street, London, England, WC1N 3AX
A complaint submission form is available on the foundation’s
website at www.vhaninfoundation.org/contact. This form can
be used for both identified and anonymous complaints.
Secure forms for anonymous reporting are available at
www.vhaninfoundation.org/anonymous-form, allowing for
confidential submissions.
Individuals wishing to submit complaints in person can
schedule an appointment via email or phone.
- Complaint Handling Process
Complaints are acknowledged within 48 hours. A unique
reference number is provided to the complainant to facilitate
easy tracking of the complaint.
Complaints are assigned to trained officers who conduct an
impartial investigation. Investigations are completed within
20 working days unless an extension is communicated to the
complainant.
A written response is provided to the complainant, detailing
the findings and actions taken. If a complainant is
dissatisfied with the outcome, they may appeal within 10
working days.
In cases where complaints remain unresolved, they may be
referred to the Board of Trustees for further review. In
extreme cases, complaints can be escalated to the Charity
Commission for England and Wales.
The foundation regularly reviews complaint trends to identify
systemic issues and improve organizational practices,
ensuring the continuous improvement of service delivery.
Individuals wishing to submit complaints in person can
schedule an appointment via email or phone.
- District-Specific Considerations
The foundation partners with local councils and
organizations to address district-specific challenges. It also
tailors safeguarding and complaint procedures to meet the
unique cultural and linguistic needs of each district.
Collaborative efforts with schools, healthcare providers, and
community groups are made to facilitate outreach and
referrals. The foundation works with local authorities and
NGOs to build strong community support networks.
The foundation conducts consultations with local
communities to gather feedback on its services and
incorporate this feedback into future strategies.
The foundation develops district-specific action plans to
address vulnerable populations' needs. It also provides
cultural competence training for local staff to ensure that
services are delivered in a culturally sensitive manner.
The foundation regularly reviews complaint trends to identify
systemic issues and improve organizational practices,
ensuring the continuous improvement of service delivery.
Individuals wishing to submit complaints in person can
schedule an appointment via email or phone.
Policy Review and Approval
This policy is reviewed annually to ensure alignment with current legislation and organizational objectives. Feedback from stakeholders through safeguarding and complaint mechanisms will inform necessary updates.
Approved by :
Date :
Next Review Date :
