Complaints Procedure - Revision history

Jacky at 15:37, 30 March 2025

2025-03-30T15:37:50Z

← Older revision		Revision as of 15:37, 30 March 2025
Line 38:		Line 38:
	*[[Ombudsman Remit]]		*[[Ombudsman Remit]]
	*[[Freegle Equality and Diversity Policy]]		*[[Freegle Equality and Diversity Policy]]
			*[[Public Interest Disclosure (Whistleblowing) Policy and Procedures]]
	*[[Glossary]]		*[[Glossary]]
	*Previous Freegle UK document: Complaints		*Previous Freegle UK document: Complaints

	[[category:Policies, Procedures, Remits]]		[[category:Policies, Procedures, Remits]]

Jacky: Protected "Complaints Procedure" ([Edit=Allow only administrators] (indefinite) [Move=Allow only administrators] (indefinite))

2024-11-13T09:29:14Z

Protected "Complaints Procedure" ([Edit=Allow only administrators] (indefinite) [Move=Allow only administrators] (indefinite))

← Older revision	Revision as of 09:29, 13 November 2024
(No difference)

Jacky: /* STEP 3 */

2023-03-09T12:07:39Z

STEP 3

← Older revision		Revision as of 12:07, 9 March 2023
Line 24:		Line 24:
	The mailbox team will send the details of the case to the Ombudsman. There are two people in this role, who work with impartiality to review complaints and appeals, looking at whether a team/group/volunteer has followed policy and/or if they are bringing Freegle into disrepute.		The mailbox team will send the details of the case to the Ombudsman. There are two people in this role, who work with impartiality to review complaints and appeals, looking at whether a team/group/volunteer has followed policy and/or if they are bringing Freegle into disrepute.
	The Ombudsman will suggest resolutions and decide outcomes if required, and make recommendations to the Board for a change in policy or other action if necessary. Their decisions are final.		The Ombudsman will suggest resolutions and decide outcomes if required, and make recommendations to the Board for a change in policy or other action if necessary. Their decisions are final.
	In exceptional circumstances, the Ombudsman team can refer to the ~~Media~~		In exceptional circumstances, the Ombudsman team can refer to the Advisory Panel if they feel that is necessary. Further details on this can be found at [[Advisory Panel Procedure]]..

	~~AAdvisort~~ Panel if they feel that is necessary. Further details on this can be found at [[Advisory Panel Procedure]]..

	The timescale for this step is a response within 48 hours, with the aim for resolution or decision within 4 weeks.		The timescale for this step is a response within 48 hours, with the aim for resolution or decision within 4 weeks.

	The Freegle Mailbox team and Ombudsman will ensure that the person or panel/service members dealing with a complaint at any step have no conflict of interest in the case.		The Freegle Mailbox team and Ombudsman will ensure that the person or panel/service members dealing with a complaint at any step have no conflict of interest in the case.


	====RECURRENT COMPLAINTS====		====RECURRENT COMPLAINTS====

Jacky: /* Links: */

2022-11-10T10:11:16Z

Links:

← Older revision		Revision as of 10:11, 10 November 2022
Line 40:		Line 40:
	*[[Advisory Panel Procedure]]		*[[Advisory Panel Procedure]]
	*[[Ombudsman Remit]]		*[[Ombudsman Remit]]
			*[[Freegle Equality and Diversity Policy]]
	*[[Glossary]]		*[[Glossary]]
	*Previous Freegle UK document: Complaints		*Previous Freegle UK document: Complaints

	[[category:Policies, Procedures, Remits]]		[[category:Policies, Procedures, Remits]]

Jacky: /* INTRODUCTION */

2022-11-10T10:10:16Z

INTRODUCTION

← Older revision		Revision as of 10:10, 10 November 2022
Line 10:		Line 10:
	*Elected and appointed national role holders who are unhappy about situations relating to their role or who wish to appeal a decision or practice of their fellow role team members.		*Elected and appointed national role holders who are unhappy about situations relating to their role or who wish to appeal a decision or practice of their fellow role team members.
	*Appeals from community owners, moderators or volunteers whose community has been refused affiliation or removed from affiliation with Freegle.		*Appeals from community owners, moderators or volunteers whose community has been refused affiliation or removed from affiliation with Freegle.
			*Issues relating to the [[Freegle Equality and Diversity Policy]].

	====STEP 1====		====STEP 1====
	Concerns should initially be raised with the person or people that are directly involved with the issue that is causing a problem. All parties involved in this should offer a view of what would be a realistic resolution. It is hoped that most problems can be resolved at this point.		Concerns should initially be raised with the person or people that are directly involved with the issue that is causing a problem. All parties involved in this should offer a view of what would be a realistic resolution. It is hoped that most problems can be resolved at this point.

Jacky at 04:46, 3 June 2022

2022-06-03T04:46:39Z

← Older revision		Revision as of 04:46, 3 June 2022
Line 23:		Line 23:
	The mailbox team will send the details of the case to the Ombudsman. There are two people in this role, who work with impartiality to review complaints and appeals, looking at whether a team/group/volunteer has followed policy and/or if they are bringing Freegle into disrepute.		The mailbox team will send the details of the case to the Ombudsman. There are two people in this role, who work with impartiality to review complaints and appeals, looking at whether a team/group/volunteer has followed policy and/or if they are bringing Freegle into disrepute.
	The Ombudsman will suggest resolutions and decide outcomes if required, and make recommendations to the Board for a change in policy or other action if necessary. Their decisions are final.		The Ombudsman will suggest resolutions and decide outcomes if required, and make recommendations to the Board for a change in policy or other action if necessary. Their decisions are final.
	In exceptional circumstances, the Ombudsman team can refer to the ~~Mediation Service or Appeals~~ Panel if they feel that is necessary. Further details on ~~these services~~ can be found at ~~{REF} and {REF}~~.		In exceptional circumstances, the Ombudsman team can refer to the Media

			AAdvisort Panel if they feel that is necessary. Further details on this can be found at [[Advisory Panel Procedure]]..

	The timescale for this step is a response within 48 hours, with the aim for resolution or decision within 4 weeks.		The timescale for this step is a response within 48 hours, with the aim for resolution or decision within 4 weeks.
Line 35:		Line 37:
	====Links:====		====Links:====
	*Amendments to this procedure - refer to [[Document Approval Policy]]		*Amendments to this procedure - refer to [[Document Approval Policy]]
	*[[~~Appeal~~ Panel ~~procedure]]~~		*[[Advisory Panel Procedure]]
	*[[Mediation Service Procedures]]
	*[[Ombudsman Remit]]		*[[Ombudsman Remit]]
	*[[Glossary]]		*[[Glossary]]

Jacky at 08:54, 11 May 2022

2022-05-11T08:54:28Z

← Older revision		Revision as of 08:54, 11 May 2022
Line 1:		Line 1:
	Adopted by the Board on ~~25th February 2015~~.		Adopted by the Board on 11th May 2022.



	====INTRODUCTION====		====INTRODUCTION====
	This ~~document sets out~~ the ~~processes available~~ for dealing with complaints ~~with the aim of finding~~ a resolution that ~~satisfies~~ the complainant and Freegle. We aim to ensure that issues are dealt with calmly, courteously and as quickly as possible.		This is the process for dealing with complaints and appeals to try to find a resolution that is fair for the complainant and Freegle. We aim to ensure that issues are dealt with calmly, courteously and as quickly as possible.

			Complaints and appeals can be raised by:
			*Freegle members in relation to issues about their Freegle local community or who wish to appeal a decision or practice of Freegle.
			*Freegle Volunteers or ex-Freegle Volunteers who are unhappy about a Freegle local community or national group or team decision, practice or situation.
			*Elected and appointed national role holders who are unhappy about situations relating to their role or who wish to appeal a decision or practice of their fellow role team members.
			*Appeals from community owners, moderators or volunteers whose community has been refused affiliation or removed from affiliation with Freegle.

	====STEP 1====		====STEP 1====
	Concerns should be ~~initially~~ raised ~~informally~~ with the person or people that are directly involved with the issue that is causing a problem. All parties involved in this should offer a view of what would be a realistic resolution ~~to the problem~~. It is hoped that most problems can be resolved at this point.		Concerns should initially be raised with the person or people that are directly involved with the issue that is causing a problem. All parties involved in this should offer a view of what would be a realistic resolution. It is hoped that most problems can be resolved at this point.

	====STEP 2====		====STEP 2====
	If it has proved impossible to gain a resolution after following Step 1 above, the complainant should contact the Freegle mailbox - info@ilovefreegle.org - outlining the problem. The mailbox is manned by at least two volunteers~~, who will ensure that any messages are dealt with within their remit - http://wiki.ilovefreegle.org/Mailbox_remit~~		If it has proved impossible to gain a resolution after following Step 1 above, the complainant should contact the Freegle mailbox - info@ilovefreegle.org - outlining the problem. The mailbox is manned by at least two volunteers and they will help with the issues directly if appropriate. For problems raised by members about a local community, the local community volunteers will be given the priority to deal fully with any complaints. If appropriate, the mailbox will seek permission from the person complaining before their email is shared with the local team.
	~~The mailbox~~ will help with the issues directly if appropriate. For problems raised by ~~local~~ members about a local community, the local community ~~owner~~ will be given the priority to deal fully with any complaints; the mailbox will seek permission from the person complaining before their email is shared with the ~~moderating~~ team.

	~~If it is considered that a resolution cannot be agreed at this stage, the complainant can escalate their complaint to Step 3 if appropriate~~.

			If it is considered that a resolution cannot be agreed at this stage, the complainant can escalate their complaint to Step 3 if appropriate.
			The timescale for this step is a response within 48 hours and resolution or escalation to Step 3 within a week.

	====STEP 3====		====STEP 3====
	The mailbox team will ~~offer~~ the ~~complainant~~ the ~~help of~~ the Mediation Service or Appeals Panel~~, depending~~ on ~~the nature of the complaint~~.		The mailbox team will send the details of the case to the Ombudsman. There are two people in this role, who work with impartiality to review complaints and appeals, looking at whether a team/group/volunteer has followed policy and/or if they are bringing Freegle into disrepute.
			The Ombudsman will suggest resolutions and decide outcomes if required, and make recommendations to the Board for a change in policy or other action if necessary. Their decisions are final.
			In exceptional circumstances, the Ombudsman team can refer to the Mediation Service or Appeals Panel if they feel that is necessary. Further details on these services can be found at {REF} and {REF}.

	~~====~~The ~~Mediation Service====~~		The timescale for this step is a response within 48 hours, with the aim for resolution or decision within 4 weeks.
	~~The Mediation Service can consider requests from:~~
	*Freegle Members/Volunteers or ex-Freegle Members/Volunteers who request mediation on a ~~Freegle local community or central group decision or situation.~~
	*Elected role holders who request mediation for situations relating to their role
	*In exceptional circumstances, ~~mediation for Freegle local members relating to issues about Freegle communities, e.g. when~~ the ~~actions of a single community have significant implications~~ for ~~Freegle as a whole~~.

	~~====~~The ~~Appeals Panel====~~		The Freegle Mailbox team and Ombudsman will ensure that the person or panel/service members dealing with a complaint at any step have no conflict of interest in the case.
	~~The Appeal Panel~~ will ~~consider:~~
	*Appeals from a communties's owners, moderators or ~~volunteers whose community has been refused affiliation or removed from affiliation~~ with ~~Freegle.~~
	*Appeals from Freegle Volunteers or Members or ex-Freegle Volunteers or Members who wish to appeal a ~~decision or practice~~ of ~~Freegle~~.
	*Appeals from elected role holders who wish to appeal a decision or practice of their fellow elected role team members

	If the complainant wishes to access any of these avenues, the Ombudsman will be contacted via [mailto:Ombudsman@ilovefreegle.org Ombudsman@ilovefreegle.org]either by the mailbox team or directly by the complainant. It is expected that the above steps will have been taken first before the Ombudsman is contacted. The Mediation Service or Appeals Panel will deal with the matter as outlined in their agreed remits.

	====RECURRENT COMPLAINTS====		====RECURRENT COMPLAINTS====
	It is important to distinguish between people who make a number of complaints because they really think things have gone wrong, and people who are being difficult. Complainants can be frustrated and aggrieved and it is therefore important to consider the merits of the case rather than their attitude. Even though someone has made repeated complaints in the past, it cannot be assumed that their next complaint is not genuine.. Each complaint should be individually evaluated.		It is important to distinguish between people who make a number of complaints because they really think things have gone wrong, and people who are being difficult. Complainants can be frustrated and aggrieved and it is therefore important to consider the merits of the case rather than their attitude. Even though someone has made repeated complaints in the past, it cannot be assumed that their next complaint is not genuine.Each complaint should be individually evaluated.
	~~............................................................................................................................................................~~

	~~'''Text for Members FAQ page on website:'''~~
	"How Do I.... Query, compliment, comment or complain? If this is to do with your local community, please contact your local moderation team in the first instance. Emails sent to them are received by all members of your moderation team. Your local Freegle community is run by moderators who are happy to hear whether Freegle is doing a great job, needs changing, or has problems. If there is a really good reason why you can’t do this, or if you’ve followed this route without success, then as a last resort you can email <info@ilovefreegle.org>. We can look into whatever issue you cannot resolve. Please be aware that we have very limited powers. Local communities are autonomous, but we can help negotiate, explain and make suggestions where appropriate.

	====Links:====		====Links:====
Line 42:		Line 37:
	*[[Appeal Panel procedure]]		*[[Appeal Panel procedure]]
	*[[Mediation Service Procedures]]		*[[Mediation Service Procedures]]
			*[[Ombudsman Remit]]
	*[[Glossary]]		*[[Glossary]]
	*Previous Freegle UK document: Complaints		*Previous Freegle UK document: Complaints

	[[category:Policies, Procedures, Remits]]		[[category:Policies, Procedures, Remits]]

Jacky at 19:44, 10 November 2021

2021-11-10T19:44:23Z

Jacky: /* STEP 2 */

2021-11-10T19:42:45Z

STEP 2

← Older revision		Revision as of 19:42, 10 November 2021
Line 10:		Line 10:
	====STEP 2====		====STEP 2====
	If it has proved impossible to gain a resolution after following Step 1 above, the complainant should contact the Freegle mailbox - info@ilovefreegle.org - outlining the problem. The mailbox is manned by at least two volunteers, who will ensure that any messages are dealt with within their remit - http://wiki.ilovefreegle.org/Mailbox_remit		If it has proved impossible to gain a resolution after following Step 1 above, the complainant should contact the Freegle mailbox - info@ilovefreegle.org - outlining the problem. The mailbox is manned by at least two volunteers, who will ensure that any messages are dealt with within their remit - http://wiki.ilovefreegle.org/Mailbox_remit
	The mailbox will help with the issues directly if appropriate. For problems raised by ~~group~~ members about a local ~~group~~, the local ~~group~~ owner will be given the priority to deal fully with any complaints; the mailbox will seek permission from the person complaining before their email is shared with the moderating team.		The mailbox will help with the issues directly if appropriate. For problems raised by local members about a local community, the local community owner will be given the priority to deal fully with any complaints; the mailbox will seek permission from the person complaining before their email is shared with the moderating team.

	If it is considered that a resolution cannot be agreed at this stage, the complainant can escalate their complaint to Step 3 if appropriate.		If it is considered that a resolution cannot be agreed at this stage, the complainant can escalate their complaint to Step 3 if appropriate.

Jacky at 21:32, 2 December 2019

2019-12-02T21:32:16Z

← Older revision		Revision as of 21:32, 2 December 2019
Line 43:		Line 43:
	*[[Mediation Service Procedures]]		*[[Mediation Service Procedures]]
	*[[Glossary]]		*[[Glossary]]
	*Previous Freegle UK document: [[Complaints]]		*Previous Freegle UK document: Complaints

	[[category:Policies, Procedures, Remits]]		[[category:Policies, Procedures, Remits]]

← Older revision		Revision as of 19:44, 10 November 2021
Line 19:		Line 19:
	====The Mediation Service====		====The Mediation Service====
	The Mediation Service can consider requests from:		The Mediation Service can consider requests from:
	*Freegle Members/Volunteers or ex-Freegle Members/Volunteers who request mediation on a Freegle local or central group decision or situation.		*Freegle Members/Volunteers or ex-Freegle Members/Volunteers who request mediation on a Freegle local community or central group decision or situation.
	*Elected role holders who request mediation for situations relating to their role		*Elected role holders who request mediation for situations relating to their role
	*In exceptional circumstances, mediation for Freegle ~~group~~ members relating to issues about Freegle ~~groups~~, e.g. when the actions of a single ~~group~~ have significant implications for Freegle as a whole.		*In exceptional circumstances, mediation for Freegle local members relating to issues about Freegle communities, e.g. when the actions of a single community have significant implications for Freegle as a whole.

	====The Appeals Panel====		====The Appeals Panel====
	The Appeal Panel will consider:		The Appeal Panel will consider:
	*Appeals from a ~~group~~'s owners, moderators or volunteers whose ~~group~~ has been refused affiliation or removed from affiliation with Freegle.		*Appeals from a communties's owners, moderators or volunteers whose community has been refused affiliation or removed from affiliation with Freegle.
	*Appeals from Freegle Volunteers or Members or ex-Freegle Volunteers or Members who wish to appeal a decision or practice of Freegle.		*Appeals from Freegle Volunteers or Members or ex-Freegle Volunteers or Members who wish to appeal a decision or practice of Freegle.
	*Appeals from elected role holders who wish to appeal a decision or practice of their fellow elected role team members		*Appeals from elected role holders who wish to appeal a decision or practice of their fellow elected role team members
Line 36:		Line 36:

	'''Text for Members FAQ page on website:'''		'''Text for Members FAQ page on website:'''
	"How Do I.... Query, compliment, comment or complain? If this is to do with your local ~~group~~, please contact your local moderation team in the first instance. Emails sent to them are received by all members of your moderation team. Your local Freegle ~~group~~ is run by moderators who are happy to hear whether Freegle is doing a great job, needs changing, or has problems. If there is a really good reason why you can’t do this, or if you’ve followed this route without success, then as a last resort you can email <info@ilovefreegle.org>. We can look into whatever issue you cannot resolve. Please be aware that we have very limited powers. Local ~~groups~~ are autonomous, but we can help negotiate, explain and make suggestions where appropriate.		"How Do I.... Query, compliment, comment or complain? If this is to do with your local community, please contact your local moderation team in the first instance. Emails sent to them are received by all members of your moderation team. Your local Freegle community is run by moderators who are happy to hear whether Freegle is doing a great job, needs changing, or has problems. If there is a really good reason why you can’t do this, or if you’ve followed this route without success, then as a last resort you can email <info@ilovefreegle.org>. We can look into whatever issue you cannot resolve. Please be aware that we have very limited powers. Local communities are autonomous, but we can help negotiate, explain and make suggestions where appropriate.

	====Links:====		====Links:====