Complaints handling policy

The purpose of this policy is to outline the charity’s approach to handling Complaints. The policy and its associated processes have been developed to complement existing client service processes, meet the expectations of clients, stakeholders, and align with the Governance Performance Guide.

The policy supports a culture of openness to feedback from our clients and stakeholders by actively providing transparent and accessible feedback management processes.

Purpose of this policy

Scope of this policy

This policy applies to all Complaints.

If you don't agree with a decision we've made, you have the right to ask for a review of the decision. Read about our internal review of decisions.

It is important to note the difference between dissatisfaction with the charity’s service and dissatisfaction with the charity’s decisions. The model described in the Complaint Handling Policy and this process focuses on general dissatisfaction with the charity’s services.

Where a complainant raises an issue with the operation or interpretation of scheme, consideration must be given to whether the matter is best handled by the Technical Governance Committee. Until a formal handover has been agreed and confirmed by the Committee, this policy and its processes will apply. If a formal handover occurs, arrangements must be made for the Complaints handling team to monitor the Complaint and the Committee’s response.

Principles of our Complaints management

The charity’s Complaints handling process is modelled on the principles of fairness, accessibility, responsiveness, efficiency, and integration with core business.

Fairness – Complainants must be treated fairly

All complainants have a right to expect that their privacy will be respected and their Complaint will be treated confidentially. A complainant is entitled to know how a Complaint will be handled and the outcome of the inquiry.

Accessibility – the Complaint handling process should be accessible to all clients

Clients and stakeholders can easily access information about our Complaints handling process and the types of Complaints that we can address including clients with special needs i.e. those with a disability or who are from non-English speaking backgrounds.

Responsiveness and Efficiency – the handling process must be timely, cost effective and not place an unnecessary burden on the complainant

All Complaints will be resolved within an agreed timeframe with the least possible impact on the resources of the complainant, and the charity.

Integration – Complaint handling is integrated with core business activities

The charity’s Complaints handling process is considered a core business activity, however, Complaints are managed outside of the scheme functions to maximise independence and objectivity.

The preferred methods of making a Complaint are listed below:

● Telephone – via the general enquiries phone number (0044(0) 7857 916760).

● Email - complaints@bidcarbon.org

● Letter - Addressed to:

Complaints

BidCarbon Foundation

128 City Road

City of London

EC1V 2NX

United Kingdom

Complaints may, however, be received by the charity through any number of channels. These may include:

● the contact us

● in person

It is the responsibility of the receiving officer to assess whether the correspondence or interaction is a Complaint and refer the matter to the Complaints handling team in line with the Standard Operating Procedure.

How to make a Complaint

Information required for a Complaint

To help the BidCarbon Foundation respond quickly and effectively to Complaints complainants should be asked to:

● specifically address the matter to the BidCarbon Foundation

● clearly articulate the issues that fall within the legislative responsibilities of the charity

● provide as many specific details about the issue as possible, including any steps that have been taken to attempt to resolve the issue

● provide any supporting evidence or relevant documentation

● outline their desired outcome or resolution

● respond to requests for information or clarification in a timely matter and treat BidCarbon Foundation staff with courtesy and respect

The Complaints handling process

Most Complaints are managed within the Office of General Counsel, which is independent from the charity’s. Officers managing Complaints seek information from relevant business areas to form independent conclusions, highlight systemic issues and ensure prompt action.

The BidCarbon Foundation will endeavour to acknowledge all complaints within 2 business days and to provide a formal written response within 20 business days.

Every effort will be made to meet these timeframes, where it is practical to do so. However, if the matter is complex, it may take longer to resolve. In these instances, complainants will be informed about the delay.

Following up on a Complaint

The preferred method of providing additional information or making enquiries in relation to a Complaint is via email.

As a general rule, officers managing a Complaint will not accept unplanned calls from Complainants. Complainants may request an appointment to speak with the officer by calling 0044(0) 7857 916760 or emailing complaints@bidcarbon.org.

Unreasonable client demands/behaviours

There may be instances where the BidCarbon Foundation must deal with unreasonable demands or behaviours from clients. This may include:

● where a complainant raises the same issues that have been investigated previously without presenting new evidence

● where a complainant is abusive towards staff (e.g. swearing and threatening behaviours)

● unreasonable persistence regarding outcomes

● unreasonable demands relating to timeframes for resolutions

● Complaints that are frivolous, vexatious, or not made in good faith.

In these instances, Complaints may not be acknowledged and the Accountable Authority may exercise their discretion to minimise or control its dealings with the complainant. The complainant will be given clear advice and reasons why.