Complaints Policy

London Tigers Complaints Procedure

London Tigers is committed to providing high quality and accessible services for our beneficiaries in order to help them achieve their aspirations.

We accept and understand that on occasion the service you may receive from us may not be to the standards you expect, and as a result you may be dissatisfied or unhappy.

Complaints should be seen as an opportunity for London Tigers to improve the quality of its services, and to improve relations with its stakeholders and service users. This Complaints Procedure will ensure that we have your complaint dealt with effectively.

Definition

A complaint is an expression of dissatisfaction about:

• The quality of service received from London Tigers;
• The quality of information provided about our activities; and/or
• The conduct of an employee of London Tigers.

Dealing with complaints

Stage 1

If you are unhappy with an individual member of staff in London Tigers sometimes it is best to tell him or her directly. If you feel this is difficult or inappropriate then speak to the staff member’s manager or the Chief Executive.

It is best to talk the problem over with a member of staff you have already dealt with. However, if this approach does not resolve the problem you can go to the next stage.

Stage 2

In the first instance you should contact the London Tigers Complaints Officer in writing, email or telephone ensuring you provide as much information as possible. Please make sure to include the following:

• What you are complaining about
• Who is/was involved
• How it has affected you
• How you would like us to resolve the problem

The London Tigers Complaints Officer will initially attempt to deal with the matter informally. If this is not possible she/he will investigate the matter further and respond to you in writing within 10 working days.

In certain circumstances the London Tigers Complaints Officer may need to contact you in order to obtain additional information or clarify points, so it is important that you provide a telephone number and your address when you complain.

Stage 3

If you are unhappy with the way your complaint was dealt with or if your complaint is about the London Tigers Complaints Officer you will need to fill out a complaints form. You should explain why you feel that your complaint was not dealt with properly. For example if you feel the investigation into your complaint was not sufficiently thorough you should say what information or evidence was overlooked.

Within 5 working days the London Tigers Chief Executive will send you a written acknowledgement in receipt of your complaint, and a full response within a further 10 working days.

If for any reason she/he is unable to respond to your complaint within 15 days, you will receive a full explanation as to why and will be given a new deadline for resolving your complaint.

Stage 4

If you are still unhappy with the way your complaint has been dealt with (or if your complaint is about the Chief Executive of London Tigers) you have the right to appeal to the Chair of the London Tigers Board of Trustees, who will review the previous decision and decide if they were fair and reasonable. However, the Board of Trustees will only accept this appeal if the complainant gives good reason why the earlier decision was unacceptable.

Investigating Complaints

1. Investigations should be appropriately thorough and fair.

2. Investigators should seek to establish whether or not the complaint is fully justified, partially justified, or not justified, with reasons.

3. Investigators should identify whether the complainants redress is suitable and within London Tigers’ capacity to redress.

4. Any complaint should be viewed as an opportunity to identify appropriate remedies for improvement in the way in which London Tigers operates and / or delivers services to the public.

5. The Chief Executive may instigate a further investigation.