Platform Two take every complaint seriously, your views are important to us. We are committed to our values in everything we do but sometimes we realise that we might get things wrong. This gives us the opportunity to learn and improve for the future. This gives us 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.
- To make sure everyone at Platform Two knows what to do if a complaint is received.
- We promise to take all complaints seriously and that they are investigated fairly and in a timely way.
- To make sure all complaints are resolved (whenever possible) and that relationships are repaired.
- To gather information which helps us to improve what we do.
- We promise to protect your identity and ensure anonymity unless we have been given consent from yourself.
Where complaints come from
Complaints may come from any individual, volunteer, organisation or from the general public. If something is perceived to be improper, a complaint can be made. Platform Two can receive complaints verbally, by phone, email, post, social media or via our contact form on the website www.platformtwo.co.uk.
Platform Two handles all of the complaint information sensitively, we only inform those who need to know. All information is handled according to the relevant data protection requirements.
The directors of Platform Two are responsible for this policy and its implementation.
The policy is reviewed regularly and updated when required.
Receiving a complaint
As stated in Platform Two policy a complaint can be made either verbally, by phone, email, post, social media or via our contact form on the website.
If the complaint is via phone call or in person, the person receiving the complaint should follow the following guidelines:
- Record the facts of the complaint.
- Take the complainant’s name, address, telephone number and the relationship to Platform Two, for example, donor, volunteer, organisation.
- Inform the complainant that we have a complaints procedure.
- Explain what will happen next and how long it will take.
- If appropriate, ask the complainant to either email or send in a written account of the complaint, this is so it is in the complainant’s own words.
How to make a Complaint
You may send your complaint to us in any of the following ways:
We aim to solve the problem as quickly as possible within a reasonable time frame.
- Verbally or by Phone – a full response within 7 days
- Email & Online– acknowledged within 48 hours and full response within 7 days.
- Letter – when received a full response within 7 days.
We aim to resolve the complaint within 7 days.
If this is not possible due to certain circumstances, for example, an investigation is not fully completed, a progress report will be sent to the complainant with details of how long the investigation should take.
When a full response is sent:
- We will inform how we dealt with the complaint.
- We will inform the action taken to investigate the complaint.
- We will inform the conclusion of the investigations.
- We will inform the action taken as the result of the complaint.
If you feel that the problem has not been resolved at Stage One, you can request that this is reviewed again.
Please send in a clear explanation why you feel that your complaint has not been properly resolved and what it is you want us to do.
The same response times will apply as in Stage One.
The decision at Stage Two is final unless the Directors decide to seek appropriate external assistance for a resolution of the complaint.
As Platform Two C.I.C. is a registered community interest company, the complainant can complain to the Community Interest Company Regulator at any stage. For more information about the Community Interest Company Regulator and if they can act on your complaint, can be found on their website at https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/605438/cic-14-1090-complaint-about-community-interest-companies.pdf
or write to:
Complaints and appeals