Introduction

At Hull Vineyard we want everyone to feel safe, valued and listened to. It’s important to us that when you have an issue or a concern that is impacting how you feel about your experiences with us, that you know what to do and who you can speak to.

We are committed to ensuring that the services provided are of the highest quality. We believe that through effective communication and management and investigation of comments, compliments and complaints we can identify learning in order to achieve excellent standards of work and to continue in improving any shortcomings we may have as an organisation.

Please note that if you have any safeguarding concerns, these should be emailed to safeguarding@hullvineyard.co.uk

The following principles set out our approach to handling comments, compliments and complaints:

• We recognise that comments, compliments and complaints are an important part in receiving and allowing feedback;
• In considering and/or if required investigating these, we wish to remain as fair and transparent as possible;
• We wish for our policy to remain as accessible to all and not to prejudice anyone for providing a comment or a complaint;
• We aim for complaints to be dealt with as efficiently and appropriately and are investigated within a reasonable time frame;
• Complainants are treated with respect and courtesy and receive appropriate support throughout the handling of the complaint;
• Complainants receive a timely and appropriate response, identifying the outcome of any investigation;
• The appropriate steps are taken where necessary in line with the outcome of the complaint; and
• Learning from complaints will be used to improve our work, setting a culture of openness and striving for continuous improvement;

If you have positive comments about our work or how we have helped you, please email feedback@hullvineyard.co.uk so we can track that feedback and act on it where necessary.

Making a complaint about Hull Vineyard or its representatives

If a complaint is about the Hull Vineyard Trust or its representatives, then there are three stages that can be used to try to resolve the problem.

 

Stage One (Informal)

We encourage informal resolution at every opportunity and to nip matters in the bud first before they become formal. Therefore, wherever possible, we would ask that you please speak to or email the individual(s) concerned (or their line manager) and we will do all we can to resolve the matter informally.

If you don’t know who to contact or do not wish to contact the individual involved, please email feedback@hullvineyard.co.uk

Any concerns raised will be acknowledged by the member of staff to whom you communicated within 7 working days from the date it is received.

We will endeavour to respond to any concerns within 7 working days (within 14 days of the date it is received). 

Stage Two (Formally registering a complaint)

If you are not satisfied with the outcome of the informal process (Stage 1), or it would not be appropriate for you to seek an informal resolution first, you can make a formal complaint by emailing feedback@hullvineyard.co.uk

Your complaint will be acknowledged with 7 working days.

An appropriate manager will be assigned to investigate your complaint, and you will usually be informed of the outcome within 30 working days from the date of the acknowledgement unless the investigation is complex and requires more time. If more time is required this will be communicated to you within the initial 30 day period. 

In some circumstances it may be appropriate to appoint an external investigator instead of a HV representative. If an external investigator is appointed this will be communicated to you along with expected timescales for the completion of the investigation.  

If you are not satisfied with the response to your complaint, you will be given the opportunity to speak to a Senior Manager/Pastor and given the option to appeal (Stage 3).

Stage Three (Appeal)

To appeal, please outline the reasons for your dissatisfaction in writing or electronically to the Board of Trustees at trustees@hullvineyard.co.uk

All appeals must be submitted to the board of trustees within 90 days of the outcome of complaint being communicated. Any appeals received after this time will not be accepted.

This will be the final decision of the complaints process and will ensure an appointed Trustee has reviewed the investigation, made any further enquiries and then delivers the reason for the final decision. The appointed Trustee will write within 40 working days of receiving the appeal.

Charity Commission

If you need to raise serious concerns about the charity, you can contact the Charity Commission at any point. The Charity Commission can be contacted at:

http://www.charitycommission.gov.uk/About_us/Contacting_us/default.aspx