The Boleskine House Foundation Complaints Policy and Procedure


The Boleskine House Foundation aims to provide its members, organisations and individuals
with the best possible service. We positively welcome suggestions you may have for how we
can improve our service in all of our activities.

 

Scope

Our complaints policy and procedure can be used by anyone who comes into contact with the
Boleskine House Foundation and wishes to express dissatisfaction. This includes complaints
about the quality of service provided by the Boleskine House Foundation and the behaviour of
anyone involved in delivering that service. This does not include a complaint made on behalf
of someone else, unless written consent is provided by that person; similarly, disputes
between staff or in relation to employment are excluded.

The Boleskine House Foundation will not engage with a complaint which is unreasonable, in
that it is abusive, frivolous, vexatious or malicious in the reasonable opinion of the Chair of
the Trustees, as appropriate. The Boleskine House Foundation will not engage in repetitive
discussions about closed complaints.

 

Definition of a complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of
the Boleskine House Foundation.

 

Making a complaint

Most complaints can be resolved informally and feedback is best delivered promptly and
within context to individuals involved. This is the first way to address why someone is
unhappy. If a complaint cannot be resolved informally, you should raise a complaint with the
Chair of Trustees.

A formal complaint can be raised in writing by contacting the Chair of Trustees.
Email: [email protected]

 

Format of complaint

To help us to resolve your complaint and take on feedback, please include the following
information:

  • State that you would like to make a complaint.
  • Include any supporting documents and correspondence.
  • Explaining your concerns as clearly and fully as possible.
  • If known, give the names of staff or volunteers involved, as well as any dates and
    places.
  • The outcome you are seeking by raising your complaint.

 

Complaints process

Upon receiving a complaint we will:

  • Acknowledge receipt of all complaints as soon as possible.
  • Deal with all complaints fairly, constructively and consistently.
  • Listen to complaints and feedback and learn from them.
  • Resolve complaints, where possible, swiftly and in an honest and transparent manner.
  • Ensure information is handled sensitively with due diligence to confidentiality and
    data protection legislation.

 

Appealing a decision

If you are not satisfied with the proposed resolution you can contact the Chair of Trustees to
request an appeal.

Your written request for an appeal must include a statement as to why the response is not
satisfactory and provide evidence to support the appeal. You must submit the request within
14 days of the date of being informed of the complaint outcome.

Only the complainant or the accused party has the right of appeal.

In the event of appeal the complaint will then be escalated to the Board of Trustees who will
deliver a response to you via the Secretary.

If you remain dissatisfied you can get in touch with either the Fundraising Regulator, if your
complaint is about fundraising, or the Charity Commission, for other areas of our work.

 

External Complaints

As the Boleskine House Foundation is a Scottish incorporated charitable organization (SCIO),
the complainant can complain to the Scottish Charity Regulator at any stage. Information
about the kind of complaints the OSCR can involve itself in can be found on their website at:
http://www.oscr.org.uk/charities/raise-a-concern-about-a-charity.

 

Variation of the Complaints Procedure

The Board of Trustees may vary the procedure for good reason. This may be necessary to
avoid a conflict of interest.

 

This file was last updated October 2019.