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Complaints Policy

 

Waldorf Learning Foundation (WLF) is committed to high standards of governance and engagement with all stakeholders. We strive to be excellent in everything we do, but recognise that this cannot always be the case.  This policy sets out how we deal with any complaint raised about us or our work.

 

Scope of this policy

Complaints may arise when an individual or other body contacts us, in whatever form, whether or not they state that they are making a formal complaint.  The recipient of any relevant communication, in consultation with the CEO or (if the recipient is the CEO) the Chair, will judge whether to treat it as a complaint under this policy, erring on the side of doing so in the event of doubt. Where appropriate, they may ask the initiator of the communication if they would like it to be treated as such.

 

Complaints process

A complaint may arise about standards of service, actions or lack of action taken by WLF or its staff, volunteers or anybody directly involved in delivering its work.

 

We aim to resolve complaints within 14 days. Where this is not possible the complainant will receive an update within 14 days on progress made to date and when they can expect to receive the outcome.

 

Everyone who makes a complaint will be treated with courtesy and respect. In return, we expect people who make a complaint to communicate their concerns fairly and appropriately. Where complainants harass staff, behave abusively, or unreasonably pursue complaints, we reserve the right to withdraw or modify our complaints procedure.

 

We will log and monitor all serious complaints and results of such complaints and this information will be brought, regularly, to the attention of the Board of Trustees in order that we learn from what we do and how we do it. This information will not necessarily be available to the public.

 

You can make a complaint to WLF in the following ways:

 

  • In writing to: Waldorf Learning Foundation Ltd, The Hill, Merrywalks, Stroud, GL5 4EP
  • By email to: [email protected]
  • By telephone: 01452 429200 (answer message service only)

 

We will assess your complaint to determine the best way to deal with it and identify the issues to be investigated. An investigation will be undertaken by a member of staff or trustee of the charity who is independent from the issues being raised. We may need to contact you during this time and your cooperation will be important in order to complete the investigation.

 

  1. Response process

Within 14 working days of receiving a complaint we will send you either:

 

A final response which adequately addresses the complaint; or

 

A response which explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response

 

Once the investigation has been completed and the appropriate response and action agreed, we will respond to the complainant with the following information:

 

  • A written response describing the details of the complaint
  • Comments addressing each of the violations alleged in the complaint
  • Explain the investigations undertaken to consider the complaint
  • State the findings resulting from the investigation
  • Explain any improvements made as a result of the complaint.

 

  1. Appeal process

If you remain dissatisfied with the outcome of the decisions regarding your complaint, you can appeal the complaint decision.

 

If you wish to appeal the outcome of the decision you should do so in writing to the Chief Executive Officer or the Chair of Trustees of WLF, setting out briefly the nature of the complaint/appeal; the steps already taken; details of the response received; and a statement as to why you remain dissatisfied.

 

The Chief Executive Officer or Chair of Trustees will review all the information held relating to your complaint and will conduct further investigations if they consider that the initial investigation was insufficient.

 

Once the internal review is complete, you will be informed what the decision is and if you are still unsatisfied, what the external appeal options are.

 

  1. Charity Commission

The Charity Commission’s guidance on complaining about a charity can be found here: Complain about a charity – GOV.UK (www.gov.uk

 

 

 

 

 

 

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