Policy and Procedure for resolving complaints
What is a complaint?
Sight Research UK views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.
A complaint is any expression of dissatisfaction, about an action taken, or a lack of action taken, by Sight Research UK.
Complaints may come from any person or organisation who has a legitimate interest in Sight Research UK. This may include supporters, researchers or research institutions, suppliers, or members of the public.
We are happy to receive feedback and we will make every reasonable effort to resolve your complaint to your satisfaction. We may choose not to respond to complaints that are:
- About something to which we have no connection
- Pursued unreasonably. For example, if we have already responded to your complaint
- Abusive, prejudiced, or offensive
- Incoherent or illegible
- Clearly sent to us and numerous other organisations as part of a bulk mailing or email
- Made anonymously. We will, however, investigate the complaint and use the information to improve in any way that we can.
All complaint information will be handled sensitively, telling only those who need to know, and following data protection requirements.
How to make a complaint
You can make a complaint to Sight Research UK in person, by phone, by email, or by letter.
Written complaints may be sent to Sight Research UK at: Redwood House, Brotherswood Court, Almondsbury Business Park, Bristol, BS32 4QW
or by email to: email@example.com
Verbal complaints may be made by phone (0117 325 7757) or in person to any of Sight Research UK’s staff, volunteers, or trustees at the above address or at any of our events or activities.
What happens next?
Complaints received by telephone or in person will need to be recorded in writing because we report all complaints to The Board of Trustees. On receiving your verbal complaint we will:
- Write down the facts of the complaint
- Take your name, address, and telephone number
- Note down your relationship to Sight Research UK (for example: supporter or researcher)
- Tell you that we have a complaints procedure
- Tell you what will happen next and how long it will take
- Where appropriate, ask you to send a written account by post or by email so that you can record your complaint in your own words.
A summary of our complaints procedure is set out below, but please be aware that you may complain to the Charity Commission at any stage. Information about the kind of complaints the Charity Commission can involve itself in can be found on its website at: www.charitycommission.gov.uk/publications/cc47.aspx
On receiving your complaint we will:
- respond to you within two days,
- send you a copy of our full Complaints Policy & Procedure
- tell you what will happen next, and how long it will take.
All complaints, whether resolved or not, will be logged and reported to the Trustee Board, which reviews complaints on an annual basis.
If our team is unable to resolve your complaint, you can ask for it to be forwarded to our Chair of Trustees, for review by the Trustee Board. The Board will investigate your complaint, inform you of the result, and of any further action taken.
If the Trustees are not able to resolve your complaint to your satisfaction, you may ask for your complaint to be reviewed by Sight Research UK’s membership organisation, the Association of Medical Research Charities (AMRC).
Alternatively, you can ask for it to be reviewed by the independent regulator of charitable fundraising in England, Wales and Northern Ireland by sending a letter to The Fundraising Regulator, 2nd Floor, CAN Mezzanine, 49-51 East Road, London, N1 6AH or by filling in a form on the Fundraising Regulator’s website at: www.fundraisingregulator.org.uk/complaints/make-complaint
Complaints Policy and Procedure was approved by the charity's Board of Trustees in January 2023 and will be reviewed annually.
If you have any questions about our Complaints Policy and Procedure please contact us:
- By email at firstname.lastname@example.org
- In writing to The Chief Executive, Sight Research UK, Redwood House, Brotherswood Court, Almondsbury Business Park, Bristol, BS32 4QW.