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Complaints Policy

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Complaints Policy

 

Introduction

 

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:

  • To provide a fair complaints procedure that is clear and easy to use for anyone wishing to make a complaint.
  • To publicise our complaints procedure so that people know how to contact us to make a complaint.
  • To make sure the staff, volunteers and Trustees at Rosie’s Trust know what to do if a complaint is received.
  • To make sure all complaints are investigated fairly and promptly.
  • To make sure that complaints are addressed and that relationships are repaired.
  • To ensure that complaints are monitored in order to improve our services.
  • To maintain a Complaints Log and report to Trustees on any complaints received at the monthly Board meetings.

 

 

Definition of a Complaint

 

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.

 

Where Complaints Come From

 

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.

 

 

Confidentiality

 

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.

 

Responsibility

 

The Trustees of Rosie’s Trust are responsible for this policy and its implementation.

 

Review

 

This policy is reviewed annually and updated as required.

 

Complaints Procedure

 

Content of complaints

 

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

 

Written complaints about Rosie’s Trust can be emailed to Rosie’s Trust at:

mail@rosiestrust.org

 

Alternatively, they can be posted to:

2 Queen’s Parade

Bangor

BT20 3BJ.

 

Verbal complaints

 

To make a verbal complaint, please call Rosie’s Trust on 07721 204 061.

 

When we receive a complaint

 

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:

  • Write down the facts of the complaint.
  • Take the complainant’s name, address and telephone number.
  • Note down the relationship of the complainant to Rosie’s Trust, for example, a beneficiary, volunteer or partner organisation.
  • Advise the complainant of our complaints procedure.
  • Advise the complainant of what will happen next and how long it will take.
  • Where appropriate, ask the complainant to send a written account by email or by post so that the complaint is recorded in the complainant’s own words.

 

 

Resolving Complaints

 

Stage One

 

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.

 

Stage Two

 

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.

 

Charity Commission NI

 

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/

Providing at home support for your pets and you

Rosie’s Trust is a lifeline to me and Flossy. I would never have been able to manage and would probably have had to give her away. I have a lot of health problems and couldn’t manage without the lovely people at Rosie’s Trust.

- Margaret McCormick

Why Support Us?

Maintaining the special bond between our beneficiaries and their pets

All animal lovers know the joy that their pets’ companionship and unconditional love bring to their lives.

 

Imagine how it would feel if you had to give up your pet when you’re undergoing cancer treatment and can’t provide your dog or cat with the same level of care you once could.

 

Rosie’s Trust was set up precisely to help people in such situations to hold on to their beloved pets; the times when they most need the emotional support their animals provide.

 

There is no other charity or organisation in Northern Ireland providing this service.

 

Our team of around 150 amazing volunteers provide help and support in all aspects of pet care, including feeding, grooming, exercising, play and stimulation, and vet visits. Our volunteers are our eyes and ears, ensuring when they visit that our beneficiaries are as well as can be and providing welcome social contact for many.

We also have volunteers who foster our beneficiaries’ pets when they need to spend a period of time in hospital or in hospice care. And if the beneficiaries so wish, we also find new homes for their pets when they are no longer able to care for them, including when they die.

What our volunteers say

“I know personally how devastating a terminal i...

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What our beneficiaries say

“When I became ill, I was very worried that I w...

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Call Us For Support 0289 1641340

All animal lovers know the joy that their pets’ companionship and unconditional love bring to their lives.

 

Imagine how it would feel if you had to give up your pet when you’re undergoing cancer treatment and can’t provide your dog or cat with the same level of care you once could.

 

Rosie’s Trust was set up precisely to help people in such situations to hold on to their beloved pets; the times when they most need the emotional support their animals provide.

 

There is no other charity or organisation in Northern Ireland providing this service.

 

Our team of around 150 amazing volunteers provide help and support in all aspects of pet care, including feeding, grooming, exercising, play and stimulation, and vet visits. Our volunteers are our eyes and ears, ensuring when they visit that our beneficiaries are as well as can be and providing welcome social contact for many.

We also have volunteers who foster our beneficiaries’ pets when they need to spend a period of time in hospital or in hospice care. And if the beneficiaries so wish, we also find new homes for their pets when they are no longer able to care for them, including when they die.

“I know personally how devastating a terminal illness can be to the whole family. However, when that person is single and their pets are their lives, then this takes on a whole new dimension. Knowing that their pet is being regularly cared for is a weight off their shoulders.”

“When I became ill, I was very worried that I wasn’t going to be able to look after Todd as I just couldn’t take him for his walks. I was delighted when I was put in contact with Rosie’s Trust who have been an absolute blessing.”

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Some of our amazing volunteers!

Becoming a Volunteer Couldn’t Be Easier

You can apply online or by phone

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News & Events

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Rosie’s Trust is a small but growing charity with ambitious plans to expand our services throughout Northern Ireland......

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We are very excited to announce that Rosie's Trust was successful in our application to the National Lottery Community Fund's Dormant Accounts programme....

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With a little magic, a sprinkle of time, a good dose of patience and an awful lot of love we can help our pets this Halloween.....

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Awesome fundraisers!

Well done to Angel and Rosie, who took part in their Colour Rush on Saturday, 30 July. They really enjoyed this fun event and raised a marvellous £280 for Rosie’s Trust too!

 

Looking a bit clean here, but if we get a colourful update, we’ll be sure to share it.

 

If you’d like to give their total a boost, here’s the link to donate:

 

https://www.justgiving.com/fundraising/rosie-and-angel-run

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2 Queen's Parade, Bangor BT20 3BJ

0289 1641340
mail@rosiestrust.org
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At Rosie’s Trust our mission is to preserve and protect the special relationship between people and their companion pets. We will do this when that relationship is at risk due to the person receiving a terminal diagnosis, when an older person is living with a disability, or when someone is being treated for cancer.
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