Complaints Procedure
The Benevolent Society is the charitable society of the British Allied Trades Federation and assists individuals that have previously worked or who currently work within the Giftware, Jewellery, Surface Engineering, travel goods and fashion accessories industry sectors and are facing financial hardship.
The society also helps individuals starting or progressing their career journeys in these industries through bursaries to help with their studies. Bursaries aim to provide support for those who are studying to begin their career in the industry sectors covered by the British Allied Trades Federation.
The Benevolent Society is a registered charity (no. 208722)
At the Benevolent Society we work hard to provide the best service we can through our fundraising and charitable activity.
However, we know that there may be times when we might not meet our own high standards. When this does happen we want to hear about it, deal with the situation as quickly as possible and put measures in place to stop it happening again.
We take complaints very seriously and we treat them as an opportunity to develop. This is why we are always very grateful to hear from people who are willing to take the time to help us improve. We always thank people who contact us about their problems, concerns or worries.
How to get in touch
If you have a complaint against the Benevolent Society , please try to speak to the person you have been dealing with, who should be able to help you to resolve the issue. If you are still unhappy, please contact our Secretary to have your complaint investigated further.
Please share your suggestion, or complaints about the Association by putting the details in writing either by e mail to the e mail address below, or by post to:
The Secretary
Benevolent Society
Federation House
10 Vyse Street
Birmingham
B18 6LT
[email protected]
Alternatively please call 07985 611 209 to speak to Laura. She will do her best to sort it out as quickly as possible and if she can’t deal with the matter, she will contact someone else who can.
We will respond to the same email address unless you tell us otherwise.
To make a formal complaint
To make our formal complaint about the Benevolent Society, please put it in writing in the first instance to our Secretary who coordinates complaints on behalf of the Benevolent Society.
Please include your full contact details in your correspondence so we are able to respond to you.
Please ensure your letter of complaint includes the following points :
The Benevolent Society is committed to managing complaints in a way that:
All complaints are taken seriously and no individual is penalised for making a genuine complaint.
The complaints procedure operates on the principles of natural justice:
All information provided regarding the complaint will remain confidential for use within the complaints process (with the exception of exemptions made for the Whistleblowing Policy, where there is reason to believe that, for example, a criminal offence has been committed) and is subject to the requirements of the General Data Protection Regulation (GDPR), 2018. Only individuals directly involved with the complaint will be given access to confidential information.
Anonymous or third-party complaints will not be accepted.
Stage 1
Local Resolution
Individuals making a complaint are strongly encouraged to try to speak to the person you have been dealing with, who should be able to help you to resolve the issue. The Benevolent Society will make every reasonable effort to help remedy these issues before they become a significant problem.
Stage 2
Formal Resolution
Where the complaint has not been resolved or satisfactorily dealt with locally, then an individual can submit a formal complaint. They will be expected to provide details of their attempt to resolve the matter locally.
Wherever possible, The Benevolent Society will seek to facilitate an early resolution of the complaint and will aim to provide a response within 10 working days of submission of the complaint. Should this not be the case, then the complainant will be kept informed of any likely delay and the reasons for the delay, at the earliest opportunity.
Report and Outcomes
We are committed to being a fair, consistent and accessible Charity for everyone who engages with us, including BATF members, non-members, students and the general public. We believe that everyone who contacts us has the right to be heard, understood and respected. We believe that our staff and trustees have the same rights, and we must provide a safe working environment for our staff. We must also ensure the efficient and effective operation of our charity, so that we can provide a good service to everyone who is engaging with us.
We may decide to restrict access to our service where we consider someone’s actions or behaviour are likely to have a negative effect on our staff, our trustees or our work.
This policy sets out the kinds of actions and behaviour that may have a negative effect, and what we will do in these circumstances. This policy applies to everyone who interacts or communicates with us, including BATF members, non-members, students and the general public.
We recognise that some people may have difficulties in expressing themselves or communicating clearly, especially when anxious or upset. We also understand that some people may find it difficult to identify what impact their behaviour might have on other people. We will always consider making reasonable adjustments for a disabled person if we are asked to do so – but we may still use the policy if there are actions or behaviours which are having a negative effect on our staff, our trustees or our work.
Individuals will receive written notification of the outcome of their complaint from the charity. This will include whether the complaint is upheld or not and any further action to be taken.
The investigator will submit a full written report of the investigation and identified remedial action to The Benevolent Society as appropriate. A copy of the report will also be sent to the complainant. Implementation of the required actions will be monitored by the Charity’s trustees.
Appeals
Where an individual believes the complaint procedures has not been followed correctly or their complaint has not been appropriately addressed or the decision regarding the outcome of their complaint is unreasonable, they have the right to appeal to the Chair of the Benevolent Society within 10 working days of the date of notification.
The grounds of the appeal should be clearly stated in writing and sent with full supporting evidence to The Benevolent Society Chair, Federation House, 10 Vyse Street, Birmingham, B18 6LT.
Your complaint will be acknowledged in writing within 7 days.
We will investigate and provide you with a full written response to your complaint, wherever possible within 30 working days.
If there is a delay in dealing with your concerns, we will keep you informed of our progress by writing to you at regular intervals.
Thank you for taking the time to help us improve our service.
The society also helps individuals starting or progressing their career journeys in these industries through bursaries to help with their studies. Bursaries aim to provide support for those who are studying to begin their career in the industry sectors covered by the British Allied Trades Federation.
The Benevolent Society is a registered charity (no. 208722)
At the Benevolent Society we work hard to provide the best service we can through our fundraising and charitable activity.
However, we know that there may be times when we might not meet our own high standards. When this does happen we want to hear about it, deal with the situation as quickly as possible and put measures in place to stop it happening again.
We take complaints very seriously and we treat them as an opportunity to develop. This is why we are always very grateful to hear from people who are willing to take the time to help us improve. We always thank people who contact us about their problems, concerns or worries.
How to get in touch
If you have a complaint against the Benevolent Society , please try to speak to the person you have been dealing with, who should be able to help you to resolve the issue. If you are still unhappy, please contact our Secretary to have your complaint investigated further.
Please share your suggestion, or complaints about the Association by putting the details in writing either by e mail to the e mail address below, or by post to:
The Secretary
Benevolent Society
Federation House
10 Vyse Street
Birmingham
B18 6LT
[email protected]
Alternatively please call 07985 611 209 to speak to Laura. She will do her best to sort it out as quickly as possible and if she can’t deal with the matter, she will contact someone else who can.
We will respond to the same email address unless you tell us otherwise.
To make a formal complaint
To make our formal complaint about the Benevolent Society, please put it in writing in the first instance to our Secretary who coordinates complaints on behalf of the Benevolent Society.
Please include your full contact details in your correspondence so we are able to respond to you.
Please ensure your letter of complaint includes the following points :
- Your name and full address, daytime telephone number and email address
- The name of the person or issue you are complaining about
- The date on which the issue arose, and any subsequent issues
- The details of your complaint, including relevant correspondence.
- Confirmation of the progress of your complaint thus far.
The Benevolent Society is committed to managing complaints in a way that:
- Is timely and efficient, to facilitate a speedy resolution.
- Is accessible, fair and transparent to all parties.
- Promotes informal conciliation such as mediation, where appropriate.
- Promotes feedback and best practice to inform the betterment of the Benevolent Society and the support it offers to individuals.
All complaints are taken seriously and no individual is penalised for making a genuine complaint.
The complaints procedure operates on the principles of natural justice:
- There are two sides to every dispute.
- All parties are given the opportunity to provide evidence to substantiate their version of the issue.
- Full disclosure of any allegations or evidence will be made to those parties involved in the complaint.
All information provided regarding the complaint will remain confidential for use within the complaints process (with the exception of exemptions made for the Whistleblowing Policy, where there is reason to believe that, for example, a criminal offence has been committed) and is subject to the requirements of the General Data Protection Regulation (GDPR), 2018. Only individuals directly involved with the complaint will be given access to confidential information.
Anonymous or third-party complaints will not be accepted.
Stage 1
Local Resolution
Individuals making a complaint are strongly encouraged to try to speak to the person you have been dealing with, who should be able to help you to resolve the issue. The Benevolent Society will make every reasonable effort to help remedy these issues before they become a significant problem.
- All issues or concerns should normally be made, in writing, to the relevant staff member. Complaints should be made within 10 working days of the alleged incident, matter or concern. The staff member should normally respond within 10 working days or where this is not possible, s/he will advise of the anticipated timescale.
- Complainants should keep a record of their action taken to resolve the complaint and keep copies of any relevant correspondence and documentation.
- If it is not possible to resolve the complaint locally, then the individual can submit their complaint under Stage 2 of the complaints procedure.
Stage 2
Formal Resolution
Where the complaint has not been resolved or satisfactorily dealt with locally, then an individual can submit a formal complaint. They will be expected to provide details of their attempt to resolve the matter locally.
- All formal complaints should be made to the Secretary The Benevolent Society within 10 working days of the last verifiable attempt at local resolution. Where it is not appropriate for a complaint to be submitted for local resolution a formal complaint should normally be made within 10 working days of the alleged incident, matter or concern.
- If a complaint is submitted outside the advertised deadlines then the complaint will be deemed out of time and reserves the right not to progress the complaint.
- Individuals should provide appropriate evidence to support any allegations they make. Evidence may include names, dates, details of the complaint (including relevant correspondence), signed witness statements, progression of your complaint thus far, and any other relevant information. Where an individual fails to provide reasonable evidence to substantiate their allegations, The Benevolent Society reserves the right not to progress the complaint further.
- Individuals are required to specify the remedy they seek and/or the desired outcome to their complaint. The Benevolent Society will take such wishes into consideration in the resolution of the issue. This information is, nevertheless, given without prejudice to the final remedy determined.
- Written complaints should be marked The Benevolent Society ,Complaint For the Attention of the Secretary, and sent to Federation House, 10, Vyse street, Birmingham, B18 6LT or e mailed to [email protected]
- Complainants will receive a formal acknowledgement within five working days of submitting a complaint to the The Benevolent Society and a formal investigation will be undertaken.
- Investigation of a complaint will normally be undertaken by The Benevolent Society.
- Establish the full facts and circumstances relating to the complaint, through discussion with the complainant, The Benevolent Society staff members and appropriate independent third parties;
- Ensure that The Benevolent Society staff and third party representatives co-operate fully with a complaint investigation;
- Take action to quickly resolve any issues upheld by the investigation;
- Report all complaints and investigation outcomes to external agencies, as required.
Wherever possible, The Benevolent Society will seek to facilitate an early resolution of the complaint and will aim to provide a response within 10 working days of submission of the complaint. Should this not be the case, then the complainant will be kept informed of any likely delay and the reasons for the delay, at the earliest opportunity.
Report and Outcomes
We are committed to being a fair, consistent and accessible Charity for everyone who engages with us, including BATF members, non-members, students and the general public. We believe that everyone who contacts us has the right to be heard, understood and respected. We believe that our staff and trustees have the same rights, and we must provide a safe working environment for our staff. We must also ensure the efficient and effective operation of our charity, so that we can provide a good service to everyone who is engaging with us.
We may decide to restrict access to our service where we consider someone’s actions or behaviour are likely to have a negative effect on our staff, our trustees or our work.
This policy sets out the kinds of actions and behaviour that may have a negative effect, and what we will do in these circumstances. This policy applies to everyone who interacts or communicates with us, including BATF members, non-members, students and the general public.
We recognise that some people may have difficulties in expressing themselves or communicating clearly, especially when anxious or upset. We also understand that some people may find it difficult to identify what impact their behaviour might have on other people. We will always consider making reasonable adjustments for a disabled person if we are asked to do so – but we may still use the policy if there are actions or behaviours which are having a negative effect on our staff, our trustees or our work.
Individuals will receive written notification of the outcome of their complaint from the charity. This will include whether the complaint is upheld or not and any further action to be taken.
The investigator will submit a full written report of the investigation and identified remedial action to The Benevolent Society as appropriate. A copy of the report will also be sent to the complainant. Implementation of the required actions will be monitored by the Charity’s trustees.
Appeals
Where an individual believes the complaint procedures has not been followed correctly or their complaint has not been appropriately addressed or the decision regarding the outcome of their complaint is unreasonable, they have the right to appeal to the Chair of the Benevolent Society within 10 working days of the date of notification.
The grounds of the appeal should be clearly stated in writing and sent with full supporting evidence to The Benevolent Society Chair, Federation House, 10 Vyse Street, Birmingham, B18 6LT.
- The appeal will not consider new evidence.
- The The Benevolent Society Chair decision is final.
- The individual will be formally notified in writing of the decision normally within 10 working days.
Your complaint will be acknowledged in writing within 7 days.
We will investigate and provide you with a full written response to your complaint, wherever possible within 30 working days.
If there is a delay in dealing with your concerns, we will keep you informed of our progress by writing to you at regular intervals.
Thank you for taking the time to help us improve our service.
