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Complaints Policy

Introduction

Not A Phase is committed to ensuring that all our stakeholders—beneficiaries, supporters, partners, volunteers, and members of the public—have a positive experience when engaging with us. However, we acknowledge that there may be occasions where concerns or complaints arise. We take such matters seriously and aim to resolve them fairly, promptly, and transparently.

This policy outlines how complaints can be made, how we handle them, and the process for escalation if a resolution is not reached.

Scope

This policy applies to:

  • Beneficiaries of our services
  • Volunteers and supporters
  • Members of the public
  • Any individual or organisation interacting with Not A Phase

Complaints may be related to:

  • The quality or delivery of services provided by Not A Phase
  • The conduct of our staff, volunteers, or representatives
  • Any fundraising or communication activities
  • Any perceived breach of our values, mission, or policies

This policy does not cover:

  • Employment-related complaints, which are handled under separate internal HR procedures.
How to Make a Complaint?

Complaints can be made verbally, via writing or via email. To ensure your complaint is addressed promptly, please provide as much detail as possible, including:

  • Your name and contact details
  • A clear description of the issue
  • Any relevant supporting documentation or evidence
  • Your desired outcome, if applicable

You can submit your complaint via:

    • Email: hello@notaphase.org
    • Post: Not A Phase, 11 High Street, Margate, England, CT9 1DL
    • In Person: At any of our events or premises
Acknowledgment and Response

We aim to acknowledge receipt of your complaint within 5 working days and provide a substantive response within 15 working days. If further investigation is required, we will inform you and keep you updated on the progress.

Complaint Handling Procedure
  1. Initial Assessment: The relevant staff member or manager will review your complaint and gather any necessary information. Where possible, we aim to resolve the matter at this stage.
  2. Investigation: If the issue cannot be resolved informally, an internal investigation will be conducted by a designated Complaints Officer. This may involve speaking to relevant parties, reviewing documentation, and assessing whether any policy or procedural breach occurred.
  3. Outcome: Once the investigation is complete, you will receive a written response detailing our findings, any actions taken, and any further steps to be taken to prevent a recurrence of the issue, if applicable.
Escalation Process

If you are not satisfied with the response or resolution offered, you may escalate your complaint by contacting the Chair of Trustees. Please outline why you are unsatisfied and any additional information that may support your case.

The escalation can be sent to:

The Chair of Trustees will acknowledge your complaint within 5 working days and provide a full response within 15 working days.

External Review

If, after following the above process, you remain dissatisfied, you may contact the Charity Commission or any relevant external regulatory body. We will provide information on how to do this if required.

Confidentiality

All complaints will be handled with strict confidentiality, and we will only share information on a need-to-know basis with individuals involved in resolving the issue.

Monitoring and Review

Complaints received will be logged and reviewed regularly to help improve our services and practices. The Complaints Policy will be reviewed annually by the Board of Trustees to ensure it remains effective and up to date.

Changes to this Policy

We may update Our Complaints Policy from time to time. We will notify You of any changes by posting the new Policy on this page.

You are advised to review this Policy periodically for any changes. Changes to this Policy are effective when they are posted on this page.

Last Updated: October 2024

This policy ensures that all complaints are dealt with respectfully, fairly, and in a timely manner, in line with Not A Phase’s values and commitment to our community.

Contact Us

If you have any questions about this policy or need further information on how to make a complaint, please contact us at: