Baby Umbrella charity strives to provide an excellent service to our service users at all times.
We regard complaints as a source of learning and improvement. We recognise that there may be times when our service does not meet your needs, and we would like to know about this so we can improve. We commit to acting quickly to fully resolve your complaint wherever possible, and to take steps where necessary to improve our processes to reduce the likelihood of a similar incident happening again.
This policy covers complaints against our service including paid contractors and volunteers whether face to face, virtual or online forums. It also covers complaints about fundraising practices and events. It covers any expression of dissatisfaction, whether formal or informal, written or verbal and sets out what actions you can expect us to take.
Making a complaint about our service or fundraising practices will not adversely affect the service you receive from us.
How to make a complaint
If you wish to make a complaint, you can:
Speak in person to any representative of Baby Umbrella at any of our services. Any expression of dissatisfaction will be registered as a complaint and a formal record will be made. You will be asked if you would like to be kept informed about our actions or not.
Email us at email@example.com. You will be kept informed about our actions on your complaint unless you ask not to be.
Send us anonymous feedback on our service feedback form (please note that due to it’s anonymous nature we cannot contact you about our actions on your complaint)
If the allegation is of abuse of a child or adult, it will be reported immediately to the Local Authority Designated Officer (LADO), who deal with complaints and allegations against those who work or volunteer with children and families.
What happens next?
Any written complaints and verbal complaints where you have indicated you would like to be kept informed will be responded to within 3 working days.
An initial response will be provided within 7 working days with the steps we intend to take to resolve your complaint and timescales.
We will review the details of the complaint, gather any evidence required to understand the circumstances better, and carefully consider how best to resolve the complaint appropriately. Where possible, complaints will be investigated by someone within the organisation who is independent of the events complained about. You will be kept informed during this process.
In light of any complaints, we will review our internal processes to try to prevent a recurrence and our risk register may be updated.
Appealing an Outcome
If you are not satisfied with the response and outcome you can inform the Chair of Trustees at firstname.lastname@example.org, who will review the process that has been undertaken.
If you are still not satisfied with the outcome you can contact:
The Charity Commission https://www.gov.uk/complain-about-charity
The Fundraising Regulator https://www.fundraisingregulator.org.uk/complaints/make-complaint
These organisations will not usually investigate complaints until the charity has had an opportunity to respond and resolve matters.