Complaints Procedure

Bountiful Bridges is committed to providing high-quality services, programmes, activities, and support to individuals, families, volunteers, partners, and the wider community.

We welcome feedback, comments, compliments, concerns, and complaints as valuable opportunities to improve our services and strengthen our organisation.

We are committed to:

• Listening to concerns respectfully.
• Treating complainants fairly and without prejudice.
• Investigating complaints appropriately.
• Responding in a timely manner.
• Learning from complaints to improve our services.
• Maintaining confidentiality wherever possible.

No individual will be disadvantaged for raising a genuine concern or complaint in good faith.

The purpose of this policy is to:

• Provide a clear process for raising concerns and complaints.
• Ensure complaints are handled consistently and fairly.
• Promote accountability and transparency.
• Improve organisational performance and service quality.
• Protect the rights of service users, volunteers, staff, and stakeholders.
• Support a culture of openness and continuous improvement.

This policy applies to complaints relating to:

• Community programmes and activities.
• Youth engagement programmes.
• Food bank services.
• Educational initiatives.
• Wellbeing services.
• Events and workshops.
• Volunteers and volunteer activities.
• Organisational conduct.
• Service delivery.
• Communications.
• Website-related concerns.

This policy applies to complaints raised by:

• Service users.
• Parents and guardians.
• Volunteers.
• Community members.
• Partner organisations.
• Donors.
• Members of the public.

When handling complaints, Bountiful Bridges will ensure that the process is:

Accessible

The complaints process will be easy to understand and access.

Fair

All complaints will be considered impartially.

Respectful

All parties will be treated with dignity and respect.

Confidential

Information will only be shared with those who need to know.

Timely

Complaints will be addressed without unnecessary delay.

Transparent

Complainants will be informed about the progress and outcome of their complaint.

Learning-Focused

We will use complaints as opportunities to improve our services and practices.

A complaint is an expression of dissatisfaction about:

• A service provided by Bountiful Bridges.
• The conduct of a volunteer, staff member, or representative.
• A decision made by the organisation.
• The quality of service received.
• A failure to meet expected standards.
• Organisational practices or procedures.

Complaints may be made verbally or in writing.

This policy does not apply to:

Safeguarding Concerns

Safeguarding concerns involving children, young people, or vulnerable adults must be handled through the Safeguarding Policy and reported immediately to the Designated Safeguarding Lead.

Criminal Matters

Allegations involving criminal activity should be referred to the police or relevant authorities.

Employment Matters

Complaints from employees relating to employment issues will be handled under the appropriate staff grievance procedures.

Anonymous Complaints

Anonymous complaints may be considered where sufficient information is available, but investigation may be limited.

Where appropriate, concerns should first be raised informally.

Many issues can be resolved quickly through discussion and clarification.

Individuals are encouraged to speak with:

• The relevant programme leader.
• Event organiser.
• Volunteer coordinator.
• Organisational representative involved.

Where informal resolution is unsuccessful, a formal complaint may be submitted.

Stage 1 – Submission of Complaint

Complaints should be submitted as soon as possible after the issue arises.

Complaints may be submitted:

By Email

hello@bountifulbridges.org

By Post

Bountiful Bridges Mountjoy Street Newport NP20 2FA United Kingdom

In Person

Through an authorised representative of Bountiful Bridges.

The complaint should include:

• Name and contact details.
• Description of the issue.
• Relevant dates and locations.
• Individuals involved (if known).
• Desired outcome.

Stage 2 – Acknowledgement

We will normally acknowledge receipt of a complaint within:

Five (5) working days

The acknowledgement will confirm:

• Receipt of the complaint.
• Who is handling the matter.
• Expected timescales.

Stage 3 – Investigation

An appropriate individual will investigate the complaint.

The investigation may include:

• Reviewing documentation.
• Interviewing relevant individuals.
• Gathering evidence.
• Seeking clarification from the complainant.

All investigations will be conducted fairly and objectively.

Stage 4 – Outcome

A written response will normally be provided within:

Twenty (20) working days

Where additional time is required, the complainant will be informed.

Possible outcomes may include:

• Explanation.
• Apology.
• Corrective action.
• Service improvement.
• Mediation or resolution measures.
• Referral to another process where appropriate.

Where a complaint involves a volunteer:

• The complaint will be assessed fairly.
• The volunteer will have an opportunity to respond.
• Appropriate action may be taken where necessary.

Actions may include:

• Additional training.
• Supervision.
• Informal guidance.
• Suspension from activities.
• Termination of volunteer involvement.

Bountiful Bridges recognises the right of individuals to raise genuine concerns.

However, complaints that are:

• Deliberately false,
• Malicious,
• Repetitive without new evidence,
• Abusive,
• Harassing,

may be restricted or closed following appropriate review.

This will not prevent legitimate concerns from being investigated.

Information relating to complaints will be handled confidentially.

Information will only be shared with individuals involved in investigating or resolving the complaint.

Confidentiality may be overridden where:

• Safeguarding concerns arise.
• There is a legal obligation to disclose information.
• There is a risk of serious harm.

A record of complaints will be maintained.

Records may include:

• Date received.
• Nature of complaint.
• Investigation actions.
• Outcome.
• Lessons learned.

Complaint records will be stored securely and handled in accordance with the organisation’s Data Protection Policy.

Bountiful Bridges is committed to learning from complaints.

We will use complaint information to:

• Improve services.
• Strengthen policies and procedures.
• Identify training needs.
• Improve communication.
• Enhance participant experiences.

Trends may be reviewed periodically to identify recurring issues.

This policy should be read alongside:

• Safeguarding Policy
• Data Protection Policy
• Privacy Policy
• Volunteer Policy
• Equality, Diversity and Inclusion Policy
• Whistleblowing Policy
• Code of Conduct

The leadership team will periodically review:

• Complaint volumes.
• Resolution times.
• Outcomes.
• Trends.
• Lessons learned.

This policy will be reviewed annually or sooner if required.