Introduction
PTC 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.
Within this policy we commit to
- providing a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
- making sure all complaints are investigated fairly and in a timely manner
- making sure that complaints are, wherever possible, resolved and that relationships are repaired
- gathering all key information to help us improve what we do for future endeavours
Definition of a complaint
A complaint is any expression of dissatisfaction about any aspect of PTC International
Confidentiality
All complaint information will be handled sensitively and confidentially, and only those who need to know will be advised, following any relevant data protection requirements as set out in our data policy.
Responsibility
Overall responsibility for this procedure, and the implementation of this policy lies with the Managing Director.
Contact details for complaints
Complaints should be made in writing by email to books@lovereading.co.uk or by post to PTC International Ltd, 157 Shooters Hill, London SE18 3HP.
Dealing with complaints
Details of any complaint will be passed to the Implementation Team to record in the complaints log.
In many cases a complaint is able to be resolved by the person receiving the complaint swiftly who will do so where possible, and if appropriate.
If the complaint cannot be resolved by the person who receives it, then the Implementation Team will delegate an appropriate person to investigate the complaint and respond to the complainant.
The implementation team will also alert the directors of PTC international.
If the complaint relates to a specific person, they will be informed, and given a fair opportunity to respond.
Complaints will be acknowledged by the person handling the complaint within 24 hours. Acknowledgement will always say who is dealing with the complaint and when a reply can be expected. A copy of this complaints policy will be attached.
Ideally, we will always seek to provide the complainant with a definitive reply within 5 work days. If this is not possible because, for example, an investigation has not been fully completed, a progress update will be sent with an indication of when a full reply will be supplied.
When acknowledging receipt of a complaint, organisations should explain the process that will be followed and when a decision will be made.
Where possible, we will ensure that complaints are investigated by someone within the organisation who is independent of the events complained about. Where this is not possible, we will consider whether a third party outside of the organisation should be asked to investigate the complaint.
We will listen to complainants to understand the complaint and the outcome they are seeking.
Where possible, members of staff should be informed if a complaint has been made about them or actions for which they were responsible; organisations have a duty of care to staff complained about as well as to complainants. Organisations should ensure members of staff have an opportunity to respond to the allegations made.
Complaints will be investigated thoroughly and fairly to establish the facts of the case. This includes reviewing all relevant evidence and might include speaking to any individuals complained about as well as the complainant and any third parties involved.
We will provide clear, evidence-based reasons for decisions and ensure those decisions are proportionate, appropriate and fair.
This means responding openly to all the substantive points raised by a complainant and explaining why PTC International considers those points are justified or not.
When responding to complaints, we will be respectful and acknowledge the experience of the complainant, whether the complaint is justified or not.
PTC International takes responsibility for the actions of our staff and those acting on behalf of the organisation.
When responding to a complaint, we will acknowledge if things have gone wrong and take proportionate action to put things right, including apologising where appropriate. This will include telling the complainant about the lessons learnt and any changes made to services, guidance or policy as a result of the complaint.
The Fundraising Regulator
This complaints procedure complies with the requirements of the Fundraising Regulator. The Fundraising Regulator is the independent regulator of charitable fundraising in England, Wales and Northern Ireland. They investigate complaints about fundraising where these cannot be resolved by the organisations themselves. They do so by considering whether the fundraising organisation has complied with the Code of Fundraising Practice (the code), which outlines the legal requirements and best practice expected of all charitable fundraising organisations across the UK.
They deal with complaints about fundraising in England, Wales and Northern Ireland, and fundraising in Scotland where it is carried out by charities registered primarily with the Charity Commission for England and Wales or the Charity Commission for Northern Ireland.
Monitoring of Complaints
Complaints will be regarded as a source of learning and improvement.
We will keep a record of the complaints we receive, the outcomes of their investigations and the reasons for their decisions.
We will annually review the complaints received to identify any trends or wider learning. In reviewing the complaints received, we will consider what lessons can be learnt and how we can improve our service, the experience of our partners and our shoppers, and the experience of our school members and our donors.
Details of the complaint and the complainant will be retained for two years, after which time it will be destroyed.