1. Purpose
Greystoke Community Land Trust (Greystoke CLT) is committed to operating openly, fairly and transparently. We welcome feedback and recognise that complaints, concerns and suggestions can help us learn lessons and improve the way we work.
This policy explains how complaints, concerns and disputes will be handled. It aims to ensure that all matters are dealt with promptly, fairly and consistently.
Nothing in this policy overrides the CLT’s Rules or any legal rights available to individuals.
2. Scope
This policy applies to complaints made by:
- Members of the CLT;
- Applicants for membership;
- Volunteers;
- Residents or applicants for CLT housing (where applicable);
- Members of the public;
- Organisations working with the CLT.
This policy does not apply to:
- Matters governed by statutory appeal processes;
- Decisions made under the CLT’s Rules where those Rules already provide a specific procedure;
- Personal disputes between individuals that are unrelated to the CLT’s activities.
3. Our Principles
The CLT will:
- listen carefully and respectfully;
- investigate complaints fairly and impartially;
- treat everyone with courtesy and dignity;
- keep information confidential where appropriate;
- aim to resolve issues as quickly as reasonably possible;
- ensure that nobody is disadvantaged for raising a genuine concern in good faith.
The CLT will handle complaints in accordance with its Equality, Diversity and Inclusion Policy.
4. Raising a Concern
Many issues can be resolved quickly through an informal conversation.
Anyone with a concern is encouraged to contact the Secretary or another Board member in the first instance so that the matter can be discussed and, where possible, resolved informally.
Where an informal resolution is not appropriate, or the complainant remains dissatisfied, a formal complaint may be made.
5. Making a Formal Complaint
Complaints should normally be submitted in writing to the Secretary and should include:
- the complainant’s name and contact details;
- details of the complaint;
- any relevant dates or supporting information;
- what outcome the complainant is seeking.
If the complaint concerns the Secretary, it should be sent to the Chair.
If the complaint concerns the Chair, it may be sent to any other Director.
Anonymous complaints will be considered where there is sufficient information to investigate, although this may not always be possible.
6. Investigation
The CLT will:
- acknowledge receipt of the complaint within 10 working days;
- appoint an appropriate person or small panel to investigate;
- give anyone who is the subject of the complaint an opportunity to respond;
- consider all relevant information before reaching a decision.
The CLT aims to provide a written response within 28 days.
Where additional time is needed, the complainant will be informed of the reason and an expected timescale.
7. Outcomes
Following investigation the CLT may:
- uphold the complaint;
- partially uphold the complaint;
- not uphold the complaint;
- recommend changes to procedures;
- offer an apology;
- take other appropriate action within its powers.
Where appropriate, lessons learned will be used to improve the CLT’s governance or procedures.
8. Appeals
If the complainant believes the complaint has not been handled fairly or that significant information has not been considered, they may request that the Board reviews the decision.
The request should normally be made within 28 days of receiving the written outcome.
Where appropriate, Directors who were involved in the original decision will not participate in the appeal.
The Board’s decision following an appeal will normally be final.
Nothing in this policy prevents a person from exercising any statutory rights available to them.
9. Complaints About Directors
Where a complaint concerns the conduct of a Director, that Director will not participate in the investigation or decision-making process other than to provide their response.
Any conflict of interest will be managed in accordance with the CLT’s Conflicts of Interest Policy.
10. Records
The Secretary will maintain a confidential register of formal complaints including:
- the date received;
- the nature of the complaint;
- action taken;
- outcome;
- date closed.
Personal information will be processed in accordance with the CLT’s Data Protection Policy.
11. Vexatious or Unreasonable Complaints
The CLT recognises the right of individuals to raise genuine concerns.
However, where complaints are repeatedly made without reasonable grounds, are abusive, threatening or intended solely to disrupt the CLT’s activities, the Board may decide to limit further correspondence while ensuring that any legitimate issues have been properly considered.
12. Review
Originally approved by the Board of Greystoke Community Land Trust on [date]
This policy will be reviewed every 3 years or sooner if legislation, the CLT’s Rules or operational experience indicate that changes are required..