Complaints policy

At Felix, we are committed to treating everyone we work with, including volunteers, community organisations, suppliers, donors, supporters and members of the public, with fairness, dignity and respect. 

• We welcome feedback, including complaints, as an opportunity to learn, improve and strengthen the way we work. 
• We are committed to handling complaints promptly, fairly and consistently, and to responding in an open and respectful manner. 
• We aim to provide a complaints process that is clear, accessible and easy to use. 
• We want people to know how they can raise a complaint and what they can expect from us when they do. 
• We ensure colleagues understand their role in identifying, receiving and responding to complaints. 
• We aim to resolve complaints wherever possible and maintain positive relationships with those affected. 
• We use information from complaints to improve our services, processes and ways of working. 

We will: 

• Provide a fair complaints procedure that is clear and easy to use. 
• Publicise our complaints procedure so that people know how to make a complaint. 
• Acknowledge and investigate complaints fairly and within reasonable timescales. 
• Keep complainants informed about the progress of their complaint. 
• Respond openly to the issues raised and explain the outcome of our investigation. 
• Learn from complaints and use feedback to improve what we do. 

Felix is registered with the Fundraising Regulator, the independent regulator of charitable fundraising in England, Wales and Northern Ireland. The Fundraising Regulator sets and promotes standards through the Code of Fundraising Practice. More information is available at www.fundraisingregulator.org.uk. 

• A complaint is an expression of dissatisfaction from an individual or organisation who believes that Felix has fallen short of their reasonable expectations, or is unhappy with an action we have taken, a decision we have made, or the service they have received. 
• Complaints may be made verbally, in writing, by email or through another reasonable communication method. 
• If it is unclear whether a matter is a concern or a complaint, Felix will normally treat it as a complaint and respond in line with this policy. 
• Colleagues wishing to raise a complaint or grievance should refer to the Grievance Procedure in the Employee Handbook or contact the People Team for advice. 

• This policy applies to complaints received from individuals, organisations and partners who are external to Felix. 
• This includes, but is not limited to, volunteers, community organisations, suppliers, donors, supporters and members of the public. 
• We encourage concerns and complaints to be resolved as close as possible to the service, activity or team involved. Many issues can be addressed quickly and effectively at a local level. 
• Where a complaint is managed at a local level, the complainant will be informed of any available escalation routes if they remain dissatisfied with the outcome. 
• Volunteers may raise concerns or complaints through this policy or seek advice from their Volunteer Manager in the first instance. 
• Employees wishing to raise concerns relating to their employment should refer to the Grievance Procedure in the Employee Handbook or contact the People Team for advice. 
• Some areas of Felix may operate specific procedures for managing complaints or concerns relating to particular activities or regulatory requirements. Where these apply, complainants will be directed to the most appropriate process. 
• This policy should be read alongside Felix’s Safeguarding Policy, Privacy Policy and other relevant policies and procedures. 

A complaint may be raised by any individual, organisation or partner who has interacted with Felix or is affected by our activities, services or conduct. 

• A complaint may be made by someone who has been directly affected by the issue giving rise to the complaint, or by a person or organisation acting on their behalf. 
• Complaints may be raised by volunteers, community organisations, suppliers, donors, supporters, people we support, members of the public or any other individual or organisation connected with Felix. 
• Complaints may be made anonymously. Anonymous complaints will be considered where sufficient information is provided to enable an investigation. 
• If a complaint is made anonymously, Felix may be limited in its ability to investigate the matter fully or provide updates on the outcome. 

• Complaints can be made by email, in writing, by telephone or in person. 
• Complaints should be emailed to enquiries@felix.org with ​“Complaint” in the subject line or sent by post to: 

Felix Complaints Manager 
White Collar Factory 
2 Old Street Yard 
Building 3 
Floors 1 & 2, 
London EC1Y 8AF 

• Complaints concerning the Chief Executive Officer should be addressed to the Chair of Trustees using the contact details above. Who will be oversee the investigation. 
• To help us understand and investigate the matter, complaints should include as much information as possible about the issue being raised and the outcome being sought. 
• We will handle complaints sensitively and in accordance with our Privacy Policy and applicable data protection legislation. 

• We will acknowledge receipt of your complaint within seven working days. 
• We will review the information provided and determine the most appropriate way to address the issues raised. 
• We take all complaints seriously and will consider each complaint fairly, proportionately and on its individual merits. 
• We may contact you if we need further information or clarification to help us investigate your complaint. 
• Complaints will be investigated fairly, proportionately and without prejudice. 
• Where a complaint relates to a specific individual, they will be given an opportunity to respond to the concerns raised. 
• We will provide either a conclusion to your complaint or a progress update within one month of receiving it. 
• If we are unable to complete our investigation within one month, we will explain why and provide an indication of when you can expect a full response. 
• Our response will address the key issues raised, explain the outcome of our investigation and set out any actions taken as a result. 
• We will always seek to communicate respectfully and acknowledge the experience of the complainant, regardless of whether the complaint is upheld. 

• If you are dissatisfied with the outcome of your complaint, you may request a review of the decision. 
• Requests for a review should be submitted to enquiries@felix.org with“Complaint Review” in the subject line within 14 days of receiving the Stage One response. 
• Complaints concerning a Trustee, or complaints made by or about a Trustee, will normally be considered at Stage Two and overseen by the Chair of Trustees or another suitably independent Trustee where appropriate. 
• We will acknowledge receipt of your request for a review within seven working days. 
• The review will be undertaken by a suitably independent panel, including a Director and another independent person nominated by the Chair of Trustees (or another Trustee where appropriate). 
• The review panel may consider the information already gathered, request further information, or undertake additional enquiries where necessary. 
• If a meeting is required as part of the investigation, complainants may be accompanied by a representative or supporter. 
• We will provide our final decision within 20 working days of beginning the review, wherever reasonably possible. 
• The decision reached at Stage Two is the final stage of Felix’s internal complaints process. 

• If your complaint relates to fundraising and you remain dissatisfied after completing Felix’s internal complaints process, you may refer the matter to the Fundraising Regulator, the independent regulator of charitable fundraising in England, Wales and Northern Ireland. More information is available at www.fundraisingregulator.org.uk. 
• If your complaint relates to the handling of your personal information, you may raise your concerns with the Information Commissioner’s Office (ICO) at www.ico.org.uk. 
• The Charity Commission does not usually investigate complaints about a charity’s services or decisions. However, concerns about serious misconduct or mismanagement in a charity may be reported to the Charity Commission at www.gov.uk/complain-about-charity. 

• We value feedback and use complaints as an opportunity to learn and improve. 
• Felix keeps a record of complaints received, the outcomes of investigations and any actions taken. 
• Information from complaints is reviewed to identify themes, trends and opportunities for improvement. 
• Felix keeps a record of complaints received, the outcomes of investigations and any actions taken. Complaints information is reviewed by the Senior Leadership Team on a quarterly basis, or sooner where required, and may be made available to the Board of Trustees to support oversight and organisational learning. 

• The Board of Trustees has overall oversight of Felix’s approach to complaints. 
• Responsibility for implementing and maintaining this policy is delegated to the Chief Executive Officer and Senior Leadership Team. 
• All colleagues are responsible for responding appropriately to complaints and supporting the effective operation of this policy. 
• This policy will be reviewed regularly and updated as required. 
• This policy should be read alongside Felix’s Privacy Policy, Safeguarding Policy, Whistleblowing Policy, Conflicts of Interest Policy, Trustee Code of Conduct and relevant employment and volunteer policies.