Complaints Procedure: Difference between revisions

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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:====
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*[[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]]

Revision as of 08:54, 11 May 2022

Adopted by the Board on 11th May 2022.


INTRODUCTION

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

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

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.

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

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 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.


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.

Links:

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