Rosie’s Trust is committed to providing all our stakeholders with the highest standard of service. We believe that complaints offer us an opportunity to listen, learn and act on the feedback stakeholders provide.
Our policy is:
A complaint is an expression of dissatisfaction about an act, omission, decision, or a service of Rosie’s Trust, whether it is justified or not. This may result from the action of a staff member, volunteer or Trustee of Rosie’s Trust or from an activity or programme of work in which we are involved.
Complaints may come from any individual or organisation that has been in contact with Rosie’s Trust and/or our services. A complaint may be received verbally, by phone, by email or in writing, or via social media.
This policy does not cover complaints from staff, who should refer to Rosie’s Trust Grievance Policy.
All information relating to the complaint will be handled sensitively, in accordance with the General Data Protection Regulation (GDPR). Only people who need to know about the complaint will be informed thereof. Rosie’s Trust will only hold on to any personal data provided for as long as it needed to properly investigate and resolve the complaint.
The Trustees of Rosie’s Trust are responsible for this policy and its implementation.
This policy is reviewed annually and updated as required.
When making a complaint to Rosie’s Trust, please describe the issue you are complaining about with as much detail as possible. Please include dates and times as well as the names of any Rosie’s Trust representatives you were in contact with. Please also provide copies of any relevant documentation if appropriate. Please state how you believe Rosie’s Trust might address the complaint, if possible. Importantly, please provide your name and contact details as we will not respond to anonymous complaints.
Please note we will only deal with complaints that are relevant to Rosie’s Trust, our business and services.
Written complaints about Rosie’s Trust can be emailed to Rosie’s Trust at:
Alternatively, they can be posted to:
2 Queen’s Parade
To make a verbal complaint, please call Rosie’s Trust on 07721 204 061.
We may receive a complaint by phone, email or post as well as through other channels, such as social media.
The Rosie’s Trust representative who receives a complaint will:
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, s/he may be able to resolve it quickly and should do so if possible and appropriate.
Regardless of whether the complaint has been resolved, the complaint information should be passed to Rosie’s Trust Director within two working days. On receiving the complaint, the Director will record it in the Complaints Logbook. If it has not already been resolved, s/he will investigate the complaint and take appropriate action.
If the complaint relates to a specific person, s/he will be informed and given the opportunity to respond.
The Director will acknowledge complaints within four working days.
The acknowledgement will say who is dealing with the complaint and when the complainant may expect a reply. A copy of this complaints procedure will be attached.
Ideally complainants should receive a definitive reply within 10 working days. If this is not possible because an investigation has not been completed, a progress report will be sent to the complainant with an indication of when s/he may expect to receive a full reply.
Regardless of whether the complaint is found to be valid or not, the reply to the complainant will describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
If the complainant feels that the problem has not been satisfactorily resolved at Stage One, s/he can request that the complaint be reviewed at Board level.
At this stage, the complainant should forward his/her complaint to the Chair of the Board of Trustees. The Chair will acknowledge the request within five working days of receiving it. The acknowledgement will say who will deal with the case and when the complainant may expect a reply.
The Chair of the Board may investigate the case or delegate another Trustee to do so (where there is no conflict of interest). This will involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One. The person who dealt with the original complaint at Stage One will be kept informed of developments.
If the complaint relates to a specific person, s/he should be informed and given a further opportunity to respond.
Ideally complainants should receive a definitive reply within a month. If this is not possible
because the review has not been fully completed, a progress report will be sent
with an indication of when a full reply will be given.
Regardless of whether the complaint is upheld or not, the reply to the complainant will describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
The decision taken at this stage is final, unless the Board decides it is appropriate to obtain external assistance to resolve the issue.
If the complainant is not happy with the outcome of the Board’s review of their complaint, s/he can complain to the Charity Commission NI. Further details are available at: https://www.charitycommissionni.org.uk/concerns-and-decisions/submit-a-concern-about-a-charity/