Complaints Policy for York Against Cancer

1. Introduction

York Against Cancer is committed to providing the highest standards of service to our beneficiaries, donors, volunteers, staff, and the public. This policy outlines our approach to handling complaints in a fair, timely, and respectful manner.

2. Purpose

The purpose of this policy is to:

• Ensure that complaints are taken seriously and handled promptly.
• Provide a clear process for individuals to raise concerns or complaints.
• Use feedback from complaints to improve our services and operations.

3. Scope

This policy applies to all complaints received from anyone who interacts with York Against Cancer, including beneficiaries, donors, volunteers, staff, and members of the public.

4. Definition of a Complaint

A complaint is an expression of dissatisfaction about the standards of service, actions, or lack of action by York Against Cancer or its representatives.

5. How to Make a Complaint

5.1 Informal Complaints

• If possible, we encourage individuals to resolve minor issues informally by speaking directly with the person involved or their immediate supervisor.
• If the issue is not resolved satisfactorily, it can be escalated to a formal complaint.

5.2 Formal Complaints

• Formal complaints should be made in writing via email or letter.
• Complaints should be directed to The Chief Executive Officer:

Email: office@yorkagainstcancer.org.uk

Address: York Against Cancer

York Community Stadium

Kathryn Avenue

Huntington

York

YO32 9AF

6. Complaints Handling Procedure

6.1 Acknowledgment

• All formal complaints will be acknowledged in writing within 10 working days of receipt.

6.2 Investigation

• The complaint will be investigated thoroughly and impartially by the designated CEO or an appropriate representative.
• The investigation will include gathering relevant information and, if necessary, speaking to the parties involved.

6.3 Response

• A written response will be provided within 28 working days of acknowledging the complaint. If the investigation cannot be completed within this timeframe, the complainant will be informed of the delay and the expected completion date.
• The response will include the findings of the investigation and any actions taken to address the issue.

6.4 Appeals

• If the complainant is not satisfied with the outcome, they may appeal the decision within 10 working days of receiving the response.
• Appeals should be directed to the Chair of the Board of Directors:

Email: office@yorkagainstcancer.org.uk

Address: York Against Cancer

York Community Stadium

Kathryn Avenue

Huntington

York

YO32 9AF

• The appeal will be reviewed, and a final response will be provided within 28 working days.

7. Confidentiality

• All complaints will be handled with confidentiality and in accordance with data protection laws.
• Information will only be shared with those necessary to investigate and resolve the complaint.

8. Monitoring and Review

• Complaints will be recorded and monitored to identify any patterns or areas for improvement.
• This policy will be reviewed annually to ensure its effectiveness and compliance with best practices.