About Safe Haven – A Ray of Hope

Complaints Policy and Procedures

 

1. Policy Statement

Safe Haven – A Ray of Hope is committed to delivering high-quality services. We value feedback and recognise that complaints are an important way for people to let us know where improvements are needed.

We take all complaints seriously and handle them professionally, promptly, and in a fair and consistent manner.

2. Purpose of the Policy
  • To provide a clear and fair procedure for handling complaints.
  • To ensure complaints are properly investigated and resolved where possible.
  • To use complaints as a means of improving the quality of our work.
3. Who Can Complain

Anyone who is affected by the work of Safe Haven – A Ray of Hope can make a complaint. This includes beneficiaries, partners, volunteers, staff, members of the public, and other stakeholders.

4. What Can Be Complained About

Complaints may relate to:

  • The quality or standard of service provided.
  • Behaviour or actions of staff, volunteers or trustees.
  • Breach of policy or procedure.
  • Decisions made by the charity.
5. How to Make a Complaint

Complaints can be made verbally, in writing, or by email. All complaints should include the complainant’s name, contact details, and a clear description of the issue.

Complaints should be sent to:

Email: info@safehavenhope.com

6. Complaints Procedure

Stage 1 – Informal Resolution:

  • Many complaints can be resolved quickly and informally. Where appropriate, the issue should be raised with the relevant staff member or team leader.

 

Stage 2 – Formal Complaint:

  • If informal resolution is not appropriate or successful, a formal complaint should be submitted in writing.
  • The complaint will be acknowledged within 5 working days.
  • A thorough investigation will be carried out and a response provided within 15 working days.

 

Stage 3 – Appeal:

  • If the complainant is not satisfied, they may appeal the decision to the Board of Trustees.
  • The appeal should be made in writing within 10 working days of receiving the Stage 2 response.
  • -The appeal will be reviewed, and a final response issued within 20 working days.
7. Confidentiality

All complaints will be handled sensitively and in accordance with data protection legislation. Information will only be shared with those who need to know in order to investigate and resolve the matter.

8. Recording and Monitoring
  • All complaints will be recorded and logged.
  • The Board of Trustees will review complaints quarterly to monitor patterns and improve practices.
9. Unreasonable Complaints

Safe Haven – A Ray of Hope reserves the right to refuse to investigate a complaint that is vexatious, malicious, or clearly without foundation.

10. Review of Policy

This policy will be reviewed annually or sooner if required by law or circumstances.


Approved by:

Blessing Olalemi: May 30th

Kerry- Ann Batten: May 29

John Olalemi: May 30th

 

Last reviewed: May 30th 2025 | Next review: June 2026