Home » Complaints and Concerns Policy
Integral views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint. A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Integral.
Integral also wishes to hear at the earliest possible opportunity from anyone who has any concerns about the actions of staff or volunteers employed by Integral. Concerns can be raised in the same way as complaints.
Integral aims to:
Complaints and concerns may come from any person who or organisation that has a legitimate interest in Integral, including our Members or donors.
A complaint or concern can be received verbally or in writing via email or sent to our registered business address.
This policy does not cover complaints from staff – staff who have complaints should use the Integral’s Grievance Policy as outlined in the Staff Handbook issued with their contract.
1) Written complaints or concerns may be sent to Integral at our registered business address as listed on our website, or sent to the Chair of the Board at his or her work address as listed on the Charity Commission website. The Board Chair may chose to handle the complaints with the help of the Vice-Chair or any other Member(s) of the Board s/he sees fit.
2) Complaints or concerns may also be sent via e-mail to *protected email*.
3) Verbal complaints or concerns may be made in person to any Integral’s staff member, but with the understanding that, once recorded on the Complaints Log, they will be handed over to the Chair of the Board and treated as in 1).
4) Although we hope you will approach Integral directly to see if we can answer your complaint or concern, you have the right to involve the Charity Commission at any stage. Information about the kind of complaints and concerns the Commission will get involved in, can be found on their website.
All complaints and concerns information will be handled sensitively, informing only those who need to know and following any relevant data protection requirements.
Download a PDF copy of our Complaints and Concerns Policy
Version 3 Adopted April 2019Next review due October 2020
Registered Charity: 1112515Registered Company: 5442605
Registered Office Address:Egale 1, 76-80 St Albans Road,Watford, WD17 1DL