Teens Unite Complaints Policy

1. Purpose
Teens Unite is committed to ensuring that all complaints are handled fairly, consistently, and transparently, with the aim of resolving concerns satisfactorily whenever possible. This policy outlines our approach to receiving, investigating, and responding to complaints to improve our services and maintain the trust of our supporters and the public.

2. Scope
2.1 Subject Area This policy applies to complaints made by supporters, beneficiaries, or members of the public regarding any aspect of Teens Unite’s services, activities, or conduct. It does not cover staff grievances, which are managed through a separate internal procedure.

2.2 Individuals This policy applies to anyone who interacts with Teens Unite, including:
• Supporters and donors
• Beneficiaries
• Members of the public
• Volunteers

3. Policy Teens Unite is committed to providing a high-quality and professional service that enhances the experience of our supporters and beneficiaries. We value feedback and view complaints as an opportunity to learn and improve.

3.1 Our Commitment We will:
• Use plain and accessible language.
• Be courteous, professional, and respectful.
• Listen carefully to concerns raised.
• Maintain a professional and empathetic manner.
• Empower our team to resolve complaints efficiently. • Be accessible and inclusive, ensuring our complaints process is available to everyone.
• Acknowledge and apologise when we make mistakes.
• Learn from complaints to improve our services.
• Respond to complaints promptly and communicate relevant timescales clearly.
• Provide clear, accurate, and transparent information.

4. Service Standards We aim to:
• Acknowledge complaints within 3 working days
• Respond to letters and emails within 5 working days.
• Keep complainants informed if further investigation is required.
• Communicate information in a clear, straightforward, and accessible manner. If a telephone complaint requires further investigation, we will arrange to call back once we have the necessary information and provide an estimated timescale.

5. Making a Complaint Complaints should be submitted in writing via letter, email, or by completing the Teens Unite Complaints Form. If accessibility is an issue, alternative arrangements (such as phone submissions) can be made.
Please mark your letter/email Private & Confidential and address it to:
Chief Executive Officer (CEO)
Teens Unite Home Farm, White Stubbs Lane, Broxbourne, EN10 7PZ

If the complaint relates to the CEO, it should be addressed to the Chair of Trustees.

6. Responding to a Complaint
• Acknowledgement: We will acknowledge receipt of your complaint within 3 working days.
• Investigation: Complaints will be investigated by the CEO or an appropriate senior representative.
• Initial Response: A formal response will be provided within 5 working days of receipt.
• Outcome Communication: We will inform you of any actions taken in response to your complaint or provide reasons if no further action is taken.

7. Escalation Process If you are not satisfied with the response to your complaint:
• You may escalate the complaint to the Chair of the Board of Trustees.
• If the Chair has handled your complaint previously, you may escalate it to the Board of Trustees.
• The Board aims to respond as quickly as possible.

Upon receipt of your appeal, we will provide an estimated timeframe for resolution. The decision of the Chair/Board of Trustees on an appeal will be final.

8. External Review If you remain dissatisfied after exhausting our complaints procedure, you may escalate the issue to an external regulatory body such as:
• The Fundraising Regulator (for fundraising-related complaints): www.fundraisingregulator.org.uk
• The Charity Commission (for serious complaints about governance or compliance): www.gov.uk/government/organisations/charity-commission

9. Learning and Continuous Improvement All complaints and their outcomes will be reviewed regularly to identify trends and areas for improvement. Where necessary, we will implement changes to prevent recurrence and enhance our service.

This policy was last updated: 04.02.2025