COMPLAINTS & CONCERNS POLICY
1.0OBJECTIVE
1.1BVSC is committed to achievingthe Ageing Better project outcomes through delivering high quality services and activities. We are committed to support an environment in which honesty and accountability are paramount for Ageing Better Networks.
1.2We expect anyone involved with Ageing Better in Birmingham activities, who has serious and genuine concerns about any aspect of our work to come forward and voice those concerns. We can reassure them that they will be protected from reprisals and we will treat any information confidentially.
We would emphasise that this policy is intended to assist individuals who have concernsand would like to make a complaint aboutthe Ageing Better Fund. Issues that might be the subject of complaintsinclude but are not limited to:
- mismanagement or misuse of Ageing Better funding or assets
- possible fraud and corruption related to the Ageing Better fund
- conduct which is an offence or a breach of law
- disclosures related to miscarriages of justice health and safety risks, including risks to the public as well as other employees,
- damage to the environment
- possible fraud and corruption,
- unethical conduct, or
- attempts to conceal any of these.
1.0This policy is not, however, designed to question financial operational decisions taken by BVSC,except for those which relate to matters set out above. Nor should it be used to reconsider any matters which have already been addressed under harassment, complaint, disciplinary and grievance or other procedures. BVSC employees with concerns should use the BVSC Whistleblowing Procedure.
2.0APPLICATION
2.1This policy applies to members of Ageing Better Networks and groups, organisations and individuals who benefit from theAgeing Better Fund, as part of the Ageing Better in Birmingham project.
3.0PRINCIPLES
3.1When you raise concerns or complain about any issue covered by this policy,BVSC will deal with your complaint in a timely and appropriate manner.
3.2It is BVSC’s responsibility to ensure that an investigation takes place.
3.3If an individual is unsure whether to raise a concern or make a complaint, they should discuss the issue withBVSC.
3.5Confidentiality
All concerns will be treated in confidence and every effort will be made not to reveal your identity if you so wish. However, you may need to come forward as a witness.
3.6Anonymous Allegations
We encourage you to put your name to your allegation. Anonymous concerns are much less powerful and will be considered at BVSC’s discretion.
If you make an anonymous allegation, we will take into consideration the seriousness of the issue raised, the credibility of the concern and the likelihood of confirming the allegation from attributable sources.
3.7Untrue allegations
If the allegation that you have made is not confirmed following an investigation, BVSC will not take any action against you.
4.0THE PROCEDURE
4.1Stage 1
In the first instance you should raise your concern with a member of Ageing Better Staff at BVSC.You may raise your concern verbally or in writing. If you produce a written account, you should provide details of the background and history of your concern and give relevant dates and provide reasons for why you are concerned about the situation.
The earlier you express your concern the easier it will be to take action.
4.2Stage 2
BVSCwill arrange an investigation intoyour concern, following existing policies and procedures regarding concerns and complaints. Wemay decideto appoint an independent investigator.
As part of the investigation you (and other individuals involved) may be asked to provide written statements (if you have not already done so at stage 1).
You may be invited to attend meetings or interviews in connection with the issues that you have raised. You caninvite a friend, relative, interpreter, support worker or advocateto accompany you at these meetings.
Following the investigation, BVSC will write to you with a decisionwithin 15 working days, where possible. If this is not possible, BVSC will write to you explaining why and when they will decide on your complaint.
If your concern is justified, BVSCwill confirm the action to be taken, the time scale and the person responsible, this is subject to any legal constraints. If your concern is not justified you will be informed in writing of the reasons for this.
4.3Stage 3
You mayhave continuing concerns following the response that has been given to you at Stage 2, and then you must produce a written statement detailing your concerns. This statement should be forwarded along with a copy of BVSC’swritten response, to Tracey O’Brian, senior manager at BVSC directly.
The manager receiving your statement will acknowledge receipt of the concerns raised and give further consideration, meeting you and other individuals involved if necessary. Their decision will be communicated to you, in writing, within 15 working days.
If your concern is justified the investigating manager will confirm the action to be taken, the timescale and the person responsible, this is subject to any legal constraints. If your concern is not found to be justified, you will be informed in writing of the reasons for this.
The decision of the investigating manager is final and BVSC will not investigate your concern further.