Policy and Procedure
1. Our Aim
STAUNCH Campaign Limited (STAUNCH) is committed to delivering a high-quality campaign and working in an open and accountable way that builds trust and respect. One of the ways we can continue to improve is by listening and responding to the views of our supporters and stakeholders, responding positively to complaints, and putting mistakes right.
Therefore, we aim to ensure that:
- making a complaint is as easy as possible
- we welcome compliments, feedback, and suggestions
- we treat a complaint as a clear expression of dissatisfaction with our campaign which calls for an immediate response
- we deal with it promptly, politely and, when appropriate, confidentially
- we respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken
- we learn from complaints, use them to improve our campaign activities, and review our complaints policy and procedures annually
We recognise that many concerns will be raised informally and dealt with quickly.
Our aims are to:
- resolve informal concerns quickly
- keep matters low-key
- enable mediation between the complainant and the individual to whom the complaint has been referred
This policy ensures that we provide guidelines for dealing with complaints from members of the public about our campaign, committee and volunteers.
2. Definitions
A compliment is an expression of satisfaction about the campaign and its associated activities.
A complaint is defined as any expression of dissatisfaction, however expressed, even when the words “complain” or “complaint” are not used. This includes complaints made face-to-face, via phone, in writing, by email, or any other method.
3. Purpose
We are always glad to hear from people who are satisfied with the campaign. All compliments are recorded, acknowledged, and shared with the relevant team to provide feedback to the individual(s) involved.
4. Complaints
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently, and—wherever possible—resolved to the complainant’s satisfaction.
5. Responsibilities
STAUNCH’s responsibilities will be to:
- acknowledge formal complaints in writing
- respond within a stated timeframe
- deal reasonably and sensitively with the complaint
- take action where appropriate
A complainant’s responsibilities are to:
- bring their complaint, in writing, to STAUNCH’s attention normally within 8 weeks of the issue arising
- raise concerns promptly and directly with a member of STAUNCH campaign team
- explain the issue clearly and fully, including any action taken so far
- allow STAUNCH reasonable time to address the matter
- recognise that some issues may be beyond STAUNCH’s control
6. Confidentiality
Except in exceptional circumstances, every effort will be made to ensure both the complainant and STAUNCH maintain confidentiality. However, the nature of some complaints may make full confidentiality impossible. In such cases, the situation will be explained to the complainant.
7. Submission of Complaints
In order to fully investigate and respond appropriately, all complaints should be submitted to STAUNCH using the form below.