ORG Complaints Handling Policy

 

If you have a complaint about Open Rights Group 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;

  • 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 the Open Rights Group;

  • Providing a service to Open Rights Group;

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

How to complain

Open Rights Group would like to address any complaint as soon as possible.

Many complaints can be resolved informally. In the first instance contact the COO and, if you feel able, speak to him / her about your complaint. You can Contact ORG’s COO by emailing martha@openrightsgroup.org.

If you would rather make a complaint in person or by phone, please call 07815564631 to either make an appointment to meet or to make a complaint by phone. If a solution is offered at this point, make a note of this as well.

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: Jim Killock (Executive Director) Open Rights Group jim@openrightsgroup.org

What happens when you make a formal complaint?

You will receive acknowledgement of your complaint within 5 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.



Policy updated: December 2018