BASICS Scotland Complaints Policy

1. Introduction 

BASICS Scotland is committed to delivering high-quality services and upholding the highest standards in all aspects of our work. We value feedback and take complaints seriously, as they help us identify improvements and maintain trust. This policy outlines the procedure for handling complaints relating to any area of our operations, services, or conduct. 

2. Scope 

This policy applies to: 

  • Members of the public, customers, stakeholders, partner organisations, staff, contractors, and volunteers. 
  • Complaints relating to any aspect of BASICS Scotland’s activities, including but not limited to: 
  • Services provided 
  • Organisational processes and administration 
  • Facilities and resources 
  • Staff or volunteer conduct 
  • Communications and engagement 

3. Principles 

We will: 

  • Handle complaints in a fair, transparent, and timely manner. 
  • Maintain confidentiality where appropriate. 
  • Seek to resolve issues informally where possible, but provide a clear formal process when required. 
  • Use complaints constructively to improve our services and organisational practices. 

4. Complaints Procedure 

4.1 Informal Resolution 

Where possible, individuals are encouraged to raise concerns informally with the relevant staff member or manager at the earliest opportunity. Many issues can be resolved quickly through discussion. 

4.2 Formal Complaint Submission 

If the issue cannot be resolved informally, a formal complaint may be submitted in writing (by email or letter) within one month of the incident. The complaint should include: 

  • The complainant’s name and contact details 
  • A clear description of the issue 
  • Relevant details such as dates, services involved, and names of individuals (if applicable) 
  • Any supporting evidence 

4.3 Acknowledgement & Investigation 

  • Complaints will be acknowledged within five working days. 
  • A designated senior member of staff will investigate the complaint, which may involve reviewing documents, speaking to staff, and contacting relevant parties. 
  • A written response will normally be provided within 21 days. If more time is needed, the complainant will be kept informed of the revised timescale. 

4.4 Outcome & Resolution 

  • The complainant will receive a written response outlining the findings and any actions taken. 
  • If the complaint is upheld, appropriate steps will be taken to resolve the issue and prevent recurrence. 
  • If a complaint is not upheld, an explanation outlining the reasons for the decision will be provided to the complainant. Once this explanation has been shared, the matter will be considered closed and no further correspondence will be entered into. 

5. Appeals Process 

  • If the complainant is dissatisfied with the outcome, they may appeal in writing within 14 days of receiving the response. 
  • Appeals will be reviewed by a member of the Board of Directors or another independent senior representative. 
  • A final decision will be communicated within 28 days, and this decision will be final. 

6. Continuous Improvement 

All complaints and their outcomes will be recorded and reviewed regularly to identify trends, risks, and opportunities for improvement across the organisation. 

7. Contact Information 

For queries about this policy or to submit a complaint, please contact: 

Lorna Duff, Chief Executive Officer 
BASICS Scotland 
Email: lduff@basics-scotland.org.uk]