While GoodWork makes every effort to meet expectations, circumstances may arise where an individual has a concern and wishes to bring this to our attention. We will take all reasonable steps to resolve the situation, in everyone’s best interests.

For very serious concerns, such as safeguarding concerns or a situation in which an individual’s safety is at immediate risk, appropriate actions should be taken. For example, by calling the emergency services or referring to the processes in our Safeguarding Policy.

Informal Complaints

Anyone who has a concern should raise it as soon as possible, to enable us to respond and deal with the issue quickly. Complaints can be raised to any member of the GoodWork team. We will seek to resolve this and meet any reasonable expectations the individual may have, ideally to their satisfaction. You will be asked to share:

• Name (unless you wish to remain anonymous)
• The nature of your concern and anything that you wish to be done about it
• The circumstances surrounding the complaint, including when, where any action that was taken and the details of others who were present/involved

In all cases, informal complaints will be shared with the CEO.

Formal Complaints

Formal complaints should be submitted to us in writing via [email protected]. To help resolve the complaint quickly and effectively, the individual making the complaint should do so as soon as possible and should include:

• Name, organisation (if relevant), telephone number and email address.
  • Please let us know your preferred method of communication and we will endeavour to accommodate this.
• As much information as possible, such as what happened, where, when (date/time), who was present and any action taken, and by whom.
• What it is you felt to be unsatisfactory.
• What you believe should be done to address your concern.

Receipt will be acknowledged, if possible, within 7 working days. The complaint will then be investigated and if necessary specialist advice will be sought. Where clarification or further information is felt to be necessary, we will contact the person complaining to request this.

A response to your complaint will be sent within 14 working days. If this is not possible, a holding reply will be sent after 14 days advising when we estimate the investigation will be completed. The response will explain our findings and what action we will be taking/have taken, to the extent we are able to share this which may be limited by personal data concerns.

If the complainant is not satisfied with the response, they may appeal the decision by writing to the Chair of Trustees, the contact details of whom will be included in our response. Appeals must be submitted within 28 days of our response to the complaint.

The appeal should be specific about why the individual feels the decision made was wrong and provide the facts and information necessary to demonstrate this.