Growing Well Complaints and Compliments Policy
This policy outlines Growing Well Limited (“Growing Well”, “we”, “our”, “us”) legal responsibilities and procedures for COMPLAINTS and COMPLIMENTS and approach to the handling and processing of all feedback we receive. Growing Well are committed to providing quality services and ensuring that everyone connected to the Charity have a positive experience. Feedback is an essential part of what we do and how we deliver our services. We recognise that we don’t always get things right and that misunderstandings can happen. Having the opportunity to hear people’s perspectives, reflect on their experiences, and respond appropriately helps us put things right where needed and learn from the experience.
Purpose
The key purpose of this policy is to ensure that we work to continually improve our services, maintain high standards, remain accountable and ensure we meet the needs of everyone we support and that are connected to Growing Well. For these reason, we welcome all concerns, complaints and compliments.
Scope
This policy can be used by all the people we support, Support and Community Volunteers, supporters, suppliers, partner organisations and members of the public.
It does not cover internal concerns about services, staff conduct, communications or decisions. It does not replace HR procedures, safeguarding, whistleblowing or employee grievance procedures. Please refer to your Employee Handbook and/or raise with your line manager or a member of the Senior Leadership Team for guidance.
Definitions
Concern or Complaint: An expression of dissatisfaction that requires a response.
Compliment: Positive feedback about our staff, Volunteers, services or activities.
How to provide feedback
If your feedback relates to one of our sites or is general feedback, you can contact us in person, by telephone, by email, or in writing to:
Growing Well Head Office
Head of Operations, Low Sizergh Farm, Kendal, Cumbria LA8 8AE
07903 013 648 / [email protected]
Growing Well Kendal
Site Manager, Low Sizergh Farm, Kendal, Cumbria LA8 8AE
07903 013 648 / [email protected]
Growing Well West Cumbria
Site Manager, Beck Green Nurseries, Cross Side, Egremont, Cumbria CA22 2AP
07512 316 568 / [email protected]
Growing Well at Tebay Services
Tebay Services (Northbound), Tebay, Cumbria CA10 3SB
07512 316 564 / [email protected]
If you are someone we are supporting or a Support or Community Volunteer on site with us you can provide feedback as follows:
Where you have a concern/complaint relating to any aspect of your work, you should first discuss this with any member of staff who will attempt to resolve the matter within five working days (they may pass this on to a Site Manager or nominated person on the day).
If the matter is not resolved at the conclusion of the first stage of this procedure, you may refer to our Head of Operations, verbally or in writing, who will consider the matter and attempt to resolve it within a further five working days.
If the matter is still not resolved satisfactorily at the conclusion of this second stage of the procedure, you can contact the Chief Executive Officer (CEO). Ask for their details.
At each stage, a meeting will be held to enable you to give full details. All meetings will be arranged as quickly as possible. It is the intention of Growing Well to resolve any issues raised at the earliest opportunity. While every effort will be made by Growing Well to settle issues within the time limits indicated, this may not be possible on occasions. In these circumstances an extension of time may be arranged.
Our commitments
We will:
- Treat all individuals with respect.
- Keep information confidential where appropriate.
- Handle and investigate concerns impartially, fairly and transparently.
- Respond promptly and within agreed timescales.
- If we need more information because it’s a complex issue, we will let you know.
- If there are any delays to the process, we will keep you informed.
- Use all feedback to learn and improve.
Concerns/Complaints process
Stage 1 – Initial response:
- Acknowledge immediately or within two working days
- Review and investigate
- Respond and attempt to resolve the matter within five working days
Stage 2 – Review, if dissatisfied:
- Request a review by a Senior Manager or Trustee not previously involved
- Final response within a further five working days
If you’re not satisfied with our review to your concern/complaint, there is an appeals process. This could involve other internal Charity staff members, or if necessary, the Charity Commission, the Fundraising Regulator, or the Information Commissioner’s Office.
Compliments handling
Compliments will be shared with relevant staff and Volunteers and used to recognise good practice and celebrate success.
Confidentiality and data protection
Information and all records relating to feedback will be managed in accordance with United Kingdom General Data Protection Regulation (UK-GDPR) and Growing Well’s Privacy Policy.
Record keeping
The charity will maintain records of all feedback, outcomes, actions taken and lessons learned.
This includes date received, nature of feedback, correspondence, outcome and actions taken.
Learning and improvement
Concerns, complaints and compliments will be reviewed periodically to identify trends and opportunities for improvement.
Unreasonable behaviour
While we welcome all feedback and value your opinion, we may limit contact where behaviour becomes abusive, threatening or unreasonably persistent, while ensuring all concerns are considered fairly.
Governance and review
This policy will be reviewed every three years or when there are significant changes to relevant legislation, the charity’s activities or a significant event to ensure it remains compliant with current UK law and best practices.
Contact information
For questions about this policy or data protection practices, please contact the CEO at Growing Well via email: [email protected].
Registered address: Growing Well, Low Sizergh Farm, Sizergh, Kendal, Cumbria LA8 8AE.