The identity of the person making the complaint will only be known to those who need to consider the complaint and will not be revealed to other people or made public. However, it may not be possible to preserve confidentiality in some circumstances, for example, where relevant legislation applied or allegations are made which involve the conduct of third parties.
They provide a useful source of information about how individuals see our services and how we are serving them. To ensure we can learn from complaints the following data will be collected:. Wherever possible the data will be used to improve and develop the service.
By continuing to use this site, you are agreeing to our policy. To read more about how we use cookies and how you can control them. Simply-Docs uses cookies to ensure that you get the best experience on our website. Learn more. Got it! The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution. The Board may vary the procedure for good reason. Complaints are reviewed annually to identify any trends which may indicate a need to take further action.
Introduction The Hope Foundation for Street Children HOPE UK views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.
Our policy is: To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint To make sure everyone at HOPE UK knows what to do if a complaint is received To make sure all complaints are investigated fairly and in a timely way To make sure that complaints are, wherever possible, resolved and that relationships are repaired To gather information which helps us to improve what we do Definition of a Complaint A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of HOPE UK — encompassing both our fund raising and advocacy work in the UK or project work in Kolkata, India.
Where Complaints Come From Complaints may come from any individual, volunteer or organisation who has a legitimate interest in HOPE UK, including the general public if something is perceived to be improper.
Confidentiality All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Review This policy is reviewed regularly and updated as required. Receiving Complaints Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have, such as social media. Stage Two If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Board level. Variation of the Complaints Procedure The Board may vary the procedure for good reason.
Monitoring and Learning from Complaints Complaints are reviewed annually to identify any trends which may indicate a need to take further action. This website uses cookies to improve your experience. We'll assume you're ok with this, but you can opt-out if you wish. We also use cookies set by other sites to help us deliver content from their services.
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We were established by the Defence Reform Act , which also created a regulatory framework for single source defence contracts, placing controls on the pricing of qualifying contracts and requiring greater transparency on the part of defence contractors.
Our intention at all times is to deal with people fairly and properly. If you feel that we have not met that standard, please let us know. Where there is reason to believe our conduct has fallen short, we want to be able to resolve any issues and learn from what has happened so that we can continuously improve. This document explains how the SSRO deals with complaints about its conduct from all external parties, such as members of the public and parties to qualifying defence contracts or qualifying sub-contracts.
This policy does not cover complaints made by an external party relating to the conduct of a defence contractor or the Ministry of Defence. If you wish to comment on the performance or behaviour of a defence contractor or the Ministry of Defence, you should raise it directly with that organisation, using their own complaints procedure.
We will treat any expression of dissatisfaction about our conduct as a complaint. However, we ask you to contact us in writing as set out in the next section, so that we can consider the matter properly. It may be the case that we receive correspondence that in our view does not fall under our definition of a complaint or does not raise any issue that calls for in depth investigation. This may apply, for instance, to:. The policy does not cover matters that are subject to separate procedures, which include the following:.
A complaint may be emailed to complaints ssro.
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