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Complaints and Concerns Policy


Introduction

OnSide Youth Zones is a registered charity which aims to build a network of Youth Zones, giving young people safe and inspiring places to go in their leisure time.  The Youth Zones are designed to give young people, aged 8-19 years old and up to 25 years old for young people with a disability, somewhere to go, something to do and someone to talk to.  Any complaints or concerns about OnSide Youth Zones will be taken seriously and processed according to the procedures set out in this policy.

Complaints Procedure

In the first instance, complaints or concerns should be set out in writing and sent to the Chief Executive by email[1] or post [2].  The Chief Executive will acknowledge the email or letter, usually within five working days of receipt.

The Chief Executive will ensure an investigation into the circumstances outlined in the complaint or concern is carried out, and will reach a decision regarding it.  A response will be sent to the complainant within 28 working days of first receiving the complaint.

If the complainant is not satisfied with the response and decision or feels unable to address the complaint or concern to the Chief Executive in the first instance, they may write to the Chairman of the OnSide Trustee Board, care of OnSide2.  The Chairman will acknowledge receipt of the letter within eight working days, where possible.

Where the complaint or concern is directed in the first instance to the Chairman, the Chairman will ensure an investigation into the circumstances is carried out, and follow the procedure outlined above.

Where the complainant has appealed to the Chairman for a review of the response to a complaint or concern, the Chairman or another member of the Trustee Board acting on their behalf will carry out an investigation.  The Chairman will aim to produce a decision, which is final and to notify the complainant of their conclusion within 15 working days of receiving the letter, together with a clear explanation for the decision.

All complaints or concerns received, together with a copy of the response to the complainant, will be notified to the Chairman of the Trustee Board.

Fundraising Complaints Procedure

In the first instance, complaints or concerns related to fundraising should be set out in writing and sent to the Fundraising Complaints Handler by post2or email[3].  The Complaints Handler will acknowledge the letter or email, usually within five working days of receipt.

The Fundraising Complaints Handler will investigate the circumstances outlined in the complaint or concern and will reach a decision regarding it.  A response will be sent to the complainant within 28 working days of first receiving the complaint.

If the complainant is not satisfied with the response and decision, they may appeal in writing to the Chairman of the OnSide Trustee Board, care of OnSide.  The Chairman will aim to produce a final decision and notify the complainant of their conclusion within 15 working days of receiving the letter, together with a clear explanation for the decision.

All complaints or concerns received, together with a copy of the response to the complainant, will be notified to the Chairman of the OnSide Trustee Board.

Fundraising Practices

OnSide Youth Zones is registered with the Fundraising Regulator and a record of complaints or concerns is submitted annually.

We endeavor to resolve any complaints or concerns regarding our fundraising practices directly with the complainant but if they feel further investigation is required, the complainant should contact the Fundraising Regulator: www.fundraisingregulator.org.uk/make-a-complaint/complaints/.

[1] Email address: kathryn.morley@onsideyouthzones.org

[2] Postal address: OnSide Youth Zones, Atria, Spa Road, Bolton BL1 4AG

[3] Email address: louise.alford@onsideyouthzones.org