Introduction

The Flourish Group CIC ("the Organisation") is committed to maintaining a culture of respect, transparency, and accountability. We believe that our staff, stakeholders, volunteers, and community members should have a clear, accessible process for raising complaints and grievances. This policy outlines how concerns can be raised and how they will be addressed promptly and fairly, in accordance with UK law and best practice principles.

 

Purpose and Scope

This policy applies to all staff, stakeholders, volunteers, and community members interacting with The Flourish Group CIC. It aims to:

• Provide a framework for raising and resolving grievances;

• Ensure all complaints are handled in a fair, timely, and transparent manner;

• Comply with the Employment Rights Act 1996, the Equality Act 2010, and the Data Protection Act 2018 where applicable.

 

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, relating to any aspect of The Flourish Group CIC's work, including but not limited to:

• Workplace conduct and treatment;

• Access to services or resources;

• Organisational decisions affecting individuals or groups;

• Behaviour or actions by staff, volunteers, stakeholders, or community members.

 

Principles of the Policy

This policy is guided by the following principles:

• Confidentiality: All complaints will be handled in accordance with the Data Protection Act 2018, ensuring the privacy of individuals involved.

• Transparency and Fairness: Complaints will be dealt with impartially, following an objective process.

• Equality: The Flourish Group CIC will not discriminate against individuals based on characteristics protected under the Equality Act 2010, such as age, gender, race, disability, or sexual orientation.

• Timeliness: Complaints will be addressed promptly, and feedback will be provided to the complainant at each stage of the process.

• No Retaliation: Individuals raising complaints in good faith will not be subject to adverse consequences or retaliation.

 

Procedure for Raising a Complaint

Informal Resolution

Whenever possible, we encourage resolving complaints informally. This may involve:

1. Speaking directly with the individual involved or a relevant supervisor/manager.

2. Seeking mediation through a neutral third party if both parties agree.

​

Formal Complaint Procedure: If the complaint cannot be resolved informally, or the complainant prefers a formal approach, the following steps should be taken:

 

Submission of Complaint  

The complainant should submit their complaint in writing to their immediate supervisor, line manager, or the designated Complaints Officer. The complaint should include:

• A description of the issue,

• Dates and locations (where applicable),

• Names of any witnesses or individuals involved, and

• Any relevant supporting documents.

​

Acknowledgment and Initial Assessment: Upon receipt, the Organisation will acknowledge the complaint within 5 working days and undertake an initial assessment to determine the severity, complexity, and whether further investigation is necessary.

Investigation: A trained, impartial investigator will be assigned to gather facts and evidence. This may involve interviewing relevant parties, reviewing documentation, and assessing any related policies. Investigations should be completed within 15 working days of the complaint’s receipt.

 

Outcome and Resolution: The Organisation will communicate the outcome to the complainant, along with any actions or recommendations for resolving the issue. Possible resolutions include:

• Apologies and mediation,

• Changes in policy or procedure,

• Disciplinary action (where necessary).

​​

If the complainant is dissatisfied with the outcome, they have the right to appeal.

Appeal Process:  The complainant may submit an appeal within 10 working days of the outcome. An appeal will be reviewed by a senior, impartial member of the Organisation, with a decision provided within 15 working days.

 

Complaints Involving Vulnerable Persons

Where complaints involve vulnerable persons, the Organisation will follow safeguarding policies and any legal requirements related to safeguarding, including reporting to external authorities if necessary.

 

Data Protection and Confidentiality

The Organisation will handle all complaints and associated information in compliance with the Data Protection Act 2018. Information will only be shared with those directly involved in the resolution process unless consent is obtained from the complainant or a legal obligation to disclose exists.

 

Record Keeping

A record of all formal complaints and their outcomes will be kept on file for a minimum of six years, in line with best practice recommendations for not-for-profit organisations. This record will be stored securely to maintain confidentiality and may be used to improve organisational practices.

 

Monitoring and Review of the Policy

The Flourish Group CIC is committed to reviewing this policy annually or when changes in legislation require amendments. Feedback on this policy from staff, stakeholders, volunteers, and community members is encouraged to ensure its effectiveness and relevance.

 

Supporting Documents and Further Guidance

This policy should be read in conjunction with other relevant policies, such as:

• The Equality, Diversity, and Inclusion Policy;

• Safeguarding Policy;

• Privacy Policy.

 

Contact Information

For further guidance or to submit a complaint, please contact:

Fran Lee, Director and Founder – fran@theflourishgroup.org.uk Tel: 07507 782 787 

​

By fostering a transparent and fair process, The Flourish Group CIC aims to create an inclusive and supportive environment for all those connected to our organisation.