Group name: Louth Area of Sanctuary Policy version 1
Date 18/05/25 Location: Louth Lincolnshire
Complaints Policy and Procedure
Introduction
Louth Area of Sanctuary is committed to providing high quality services and creating a positive and inclusive environment for refugees, people seeking sanctuary, volunteers, (staff) and the local community.
We value feedback and take all complaints seriously. This policy outlines how complaints will be handled, ensuring they are addressed in a fair, transparent and timely manner.
We commit to reviewing this policy every 2 years and will publish on our website for ease of access.
Scope
The Complaints Policy applies to all Louth Area of Sanctuary activities including, but not limited to
- Activities and events organised by Louth Area of Sanctuary
- Interactions between volunteers and individuals needing support.
- The quality and accessibility of the services provided to refugees, people seeking sanctuary and other vulnerable individuals.
- The behaviour of Louth Area of Sanctuary volunteers and partners.
How to make a complaint
- Informal complaints: we encourage individuals to address concerns informally, where possible. If someone is dissatisfied with an aspect of our service, we recommend they speak to the volunteer involved or a member of the committee. Many issues can be resolved through respectful conversation and we encourage a solution-oriented approach.
- Formal Complaints:
If a complaint cannot be resolved informally, individuals should submit a formal complaint in writing to the Committee chair or the Secretary. Complaints can be submitted via:
Email: [email protected]
In writing to Louth Area of Sanctuary, C/O The Trinity Centre, Eastgate, Louth LN11 8DG
Phone 07821 782126
What to include:
The nature of the complaint (what happened).
Details of the individuals involved.
Any steps already taken to resolve the issue (if applicable).
Any supporting evidence (photos, emails, communication records).
Preferred outcome or resolution (if applicable).
Complaints Procedure
- Acknowledgment: once a complaint is received it will be acknowledged within 5 working days.
2 Investigation:
The complaint will be investigated by the Chair or the Secretary or the relevant member, who will gather facts, review evidence, and interview relevant parties.
We will aim to investigate the complaint within 20 working days of receiving the complaint. If additional time is needed, we will inform the complainant of the delay and provide a new timeline.
3 Resolution:
After completing the investigation, we will inform the complainant of the outcome and any actions taken. This may include:
- an apology or explanation
- a change in service or practice
- Referral to external bodies if necessary (for example Local Authority, regulatory bodies)
4 Outcome review:
If the complainant is dissatisfied with the outcome, they can request a review of the decision. This review will be conducted by a different member of the group who was not involved in the original investigation. The review process will be completed within 10 working days of the request.
Anonymous Complaints.
Louth Area of Sanctuary will accept anonymous complaints. Though it may be more difficult to investigate effectively without specific details.
Wherever possible we will respond to anonymous complaints and take appropriate action.
Unreasonable complaints:
We are committed to addressing all complaints fairly and thoroughly. However, we recognised that some complaints may be unreasonable due to their nature or frequency. Unreasonable complaints may include those that are excessively repetitive, malicious or unrealistic, or those where no clear actionable issue is raised. In such cases, we reserve our right to limit our response or refuse to engage further.
We aim to resolve all complaints in a constructive manner, but we also strive to maintain a balanced approach, ensuring resources are focussed on addressing legitimate concerns.
Complaints about Louth Area of Sanctuary
In the first instance you must contact Louth Area of Sanctuary directly to raise your complaint.
If, after the group’s complaints procedure has been exhausted and the complainant is not satisfied, they can raise the complaint with City of Sanctuary UK. However, the complaint will only be investigated by City of Sanctuary UK if the complainant has sufficient evidence that
- A group has acted contrary to the values of City of Sanctuary.
- What a group has done, or not done, is of such a serious nature that it has brought the City of Sanctuary name into disrepute.
Complaints should be sent to the Chief Officer ( [email protected] ) If following an investigation, the Chief Officer finds sufficient evidence to justify the complaint, they will refer the matter to the trustees to decide whether the group will be removed from the Network.
City of Sanctuary complaints policy https://cdn-e2wra3va3xhgzx.cityofsanctuary.org/uploads/2023/05/Complaints-Policy-2023.docx.pdf
Confidentiality
- Complaints will be treated in confidence and only those who need to know will be informed.
- However, in certain circumstances, information may need to be shared with external authorities (eg if the complaint relates to safeguarding concerns, criminal behaviour, or illegal activities).
Monitor and Review.
- The Complaints Policy will be reviewed annually to ensure it is effective and continues to meet the needs of the organisation and those we serve.
- Data on complaints will be monitored to identify any trends or areas where improvements can be made.
Contact Information:
Complaints officer Maggie Mann (07708 560418)
Safeguarding Officer Alison Spittles (07708 560418)
Emergency Contacts:
Police / Fire / Ambulance 999
Police (non-emergency) 111
Lincolnshire County Council Adult Care 01522 782155
Lincolnshire County Council Children’s Services 01522 782111
Lincolnshire County Council Out of Hours Emergency 01522 782333
East Lindsey District Council 01507 601111