Complaints Policy

Introduction

GMYN is committed to delivering the highest standards of service to everyone that accesses our programmes and services or anyone working with us as an external partner. However, we understand that occasionally something may occur that means we need to receive feedback to ensure our high standards are maintained. We also recognise that other stakeholders may wish to give feedback about their experience with GMYN.

GMYN welcomes and actively seeks feedback to help us improve our standards so this policy sets out how we can receive and then respond to any complaint.

Aims

GMYN treats any complaint very seriously. When a complaint is made GMYN will investigate the matter thoroughly and provide the complainant with a response as soon as possible. This complaints policy aims to ensure that we:

1. Provide an initial response to confirm we have received your complaint.
2. Provide assurance that we will aim to resolve your complaint as soon as possible.
3. Investigate the complaint thoroughly and aim to provide you with either a verbal or written response within two weeks.
4. If a response within two weeks is not possible, we will contact you to explain why and provide you with a point of contact for further information.

Process

For any complaints, please contact the following GMYN staff members:

1) For any complaints regarding our staff:

Contact the Head of People and Culture – [email protected]

2) For any complaints regarding the delivery of our programmes and services:

Contact the Head of Delivery – [email protected]

3) All other complaints:

Contact [email protected]

If your complaint is not resolved to your satisfaction you may choose to take it further by submitting a formal written complaint to GMYN’s Chief Executive [email protected]

Ideally, your complaint should be written down and sent via email to GMYN, to the people named above. Your written complaint should explain who you are, what is the nature of the complaint, the name of any member of staff concerned (if relevant) why you are dissatisfied and any other information you feel is relevant to the complaint.

If you feel unable to write down your complaint, you can send us a voice note. If you are unable to do this, you can ask a GMYN staff member to write down your complaint for you. If you choose this option, you must read or listen to your complaint and confirm that it is accurate and factual. If none of these options work for you, you can also request a meeting with staff at GMYN and make your complaint in person. Your complaint will still be dealt with in accordance with the timescales and processes explained below.

We will acknowledge receipt of your complaint and confirm that it is being investigated within one working week with a response arranged within 10 working days. The Chief Executive, or any suitable person appointed by the Chief Executive to manage the complaint, will work with you, any member of staff concerned and their line manager, to resolve the complaint and agree remedial actions. We may wish to talk to you via telephone and/or arrange a face-to-face meeting where necessary. Any agreed actions will be confirmed in writing to you and a brief record will be made of how the matter was resolved.

Complaints will always be taken seriously and will be investigated in line with our existing policies and procedures including, but not limited to, our Disciplinary Policy and Code of Conduct. Your complaint will be kept on file in line with our GDPR policy.

Please note: GMYN policies and procedures are available to view on request.