Introduction
Norwich Pride’s charity objectives are delivered entirely by volunteers. Our volunteer
induction process provides clarity around the charity’s behaviours and values set out in the
induction pack that volunteers sign up to. The charity expects everyone involved in Norwich
Pride to demonstrate those behaviours and values. As a charity, we are regulated by the
Charity Commission and must comply with UK laws such as the Equality Act 2010. If
serious breaches occur, the impact on the charity could be disastrous, therefore everyone
involved must hold themselves to the expected standards.
This policy provides various options and routes for anyone to raise concerns and highlight
behaviour that are not in line with the charity’s behaviours and values. People who raise
complaints have the right to be heard and treated with respect throughout the process.
Norwich Pride is committed to dealing with complaints swiftly and robustly.
Definition of feedback
Feedback can be informal and positive and therefore does not necessarily require a formal
response or outcome to rectify a criticism. When you give us feedback, we listen to what
you say and use the information to improve or strengthen our service.
Each year post Pride we will survey people for their feedback, and so that is one way to let
us know your comments. It is great to receive such positive responses, but we are always
looking at ways we can improve.
Definition of a Complaint
A complaint is a criticism and an expression of dissatisfaction made to Norwich Pride
related to our event or volunteers that requires a formal response. When a formal complaint
is made it imitates a ‘process’ of response, which is outlined below.
Norwich Pride’s responsibility will be to:
- acknowledge the formal complaint in writing;
- respond within a stated period of time;
- deal reasonably and sensitively with the complaint;
- take action where appropriate
A complainant’s responsibility is to:
- raise concerns promptly and directly with a Trustee at Norwich Pride;
- bring their complaint, in writing, to Norwich Pride’s attention normally no later than 8
weeks of the issue arising; - explain the problem as clearly, fully but as succinctly as possible, including any
action taken to date, the consequences for you as a result, and the remedy you are
seeking; - allow Norwich Pride a reasonable time to deal with the matter;
- recognise that some circumstances may be beyond Norwich Pride’s control.
Confidentiality
Except in exceptional circumstances, every attempt will be made to ensure that both the
complainant and Norwich Pride maintain confidentiality. However, the circumstances giving
rise to the complaint may be such that it may not be possible to maintain confidentiality in
order to be able to fully investigate the complaint (with each complaint judged on its own
merit). Should this be the case, the situation will be explained to the complainant.
Complaints Procedure
Before a formal complaint is made, if the issue is between individuals or groups of people,
we hope that the parties involved can resolve the issues informally between themselves, a
conversation highlighting the concerns can often lead to amicable results, as individuals
may not be aware of the consequences of their actions. It is understandable that people
hold differing opinions and healthy tensions, and radical candour may be required at times.
Mediation (see definition on page 3) may be an option to consider before making a formal
complaint, but if these avenues of reconciliation are not possible or exhausted or the
complaint is about a Norwich Pride event rather than individuals the procedure for
complaints is outlined below.
Stage 1
In the first instance, if you are unable to resolve the issue informally, you should write to
complaint@norwichpride.org.uk
This inbox is monitored by a Trustee who has been nominated to be the Norwich Pride
Complaints Handling Officer.
If the complaint is about this individual, then the Chair of the Board of Trustees will take
responsibility, as these two roles will not be filled by the same person.
In your email you should set out the details of your complaint, the consequences for you as
a result, and the remedy you are seeking.
You can expect your complaint to be acknowledged within 10 working days of receipt. You
should get a written response and an explanation within 25 working days.
Planned Outcome
Norwich Pride’s aim is to resolve all matters as quickly as possible. However, inevitably
some issues will be more complex and therefore may require longer to be fully investigated.
Consequently, timescales given for handling and responding to complaints are indicative. If
a matter requires more detailed investigation, you will receive an interim response
describing what is being done to deal with the matter, and when a full reply can be
expected and from whom.
Recommendations for action could be specific training is required, admit responsibility and
provide written points of reflection to the Trustees and/or write a note of apology to the
complainant.
If deemed more serious allegations against an individual are upheld by the Complaints
Handling Officer, disciplinary action, suspension, or removal from post are possible
outcomes for that person. Any such action would need to be agreed by a majority of
Trustees, either at a regular Trustee meeting or an extraordinary Trustee meeting.
Stage 2
If you are not satisfied with the initial response to the complaint because you believe there
was an irregularity in the assessment of, and/or in the process of dealing with the
complaint, or you have further information that was not previously available, then you can
appeal by writing a further email to the complaint inbox. Norwich Pride may seek external
advice and/or seek a discussion with the complainant if a satisfactory resolution does not
appear immediately possible.
Further to this action, a further written response will be provided, within 30 working days of
the written appeal.
Mediation
Mediation is a voluntary meeting where someone who is not involved in the complaint can
try and help people get things sorted out between them. The mediator acts as a kind of go-
between by meeting with the people involved in the complaint and helping them talk to each
other calmly and thoughtfully. The mediator tries to make sure both people get to talk but
also to listen to try and resolve ongoing issues.
The mediator is not there to judge anyone or to say one person is right and the other wrong,
or to tell those involved in the mediation what they should do. The mediator is in charge of
the process of trying to resolve the problem but not in charge of the outcome.
Norwich Pride will try to identify volunteers who have some experience and are willing to act
as mediators but they will not necessarily be trained. There may be times we look outside
the organisation for help and support, especially in more complex cases.
Vexatious complaints
A vexatious complaint is one that is pursued, regardless of its merits, solely to harass,
annoy or subdue somebody or an organisation; something that is unreasonable, without
foundation, frivolous, repetitive, burdensome or unwarranted.
If the Complaints Handling Officer deems a complainant to be vexatious, a recommendation
will be made for Trustees to agree to cease communicating with the complainant, because
the complaint is closed.
Monitoring and Reporting
Trustees of Norwich Pride will monitor the number and types of complaints and address any
systemic or volunteer issues that arise.