Complaints Policy

Purpose

This policy provides a fair, accessible route for concerns about the charity's services, fundraising, conduct, decisions or handling of personal information.

What is a complaint

A complaint is an expression of dissatisfaction that requires a response. It may concern conduct, communication, fundraising, an application process, safeguarding practice, accessibility, discrimination, data handling or another aspect of the charity's work. A request to review an unsuccessful grant decision follows the Grant Application Terms; a complaint may address the fairness or administration of that process.

How to complain

Email info@hereandnowcharity.com with the words Complaint in the subject line, or write to 13 Almondbank Drive, Livingston, EH54 5JU. Tell us what happened, when it happened, who was involved, the outcome sought and any accessibility or communication needs. A person may complain through a representative where appropriate.

Our process

1. We will acknowledge an ordinary complaint normally within five working days. A privacy complaint will be acknowledged within 30 days and handled without undue delay.

2. A trustee or suitable person without a material conflict will review the evidence and may contact the complainant for clarification.

3. We aim to provide a written outcome within 20 working days. If more time is needed, we will explain why and give an updated date.

4. If the complainant remains dissatisfied, they may request one internal review within 14 days. The review will be handled by a trustee not substantially involved earlier, where practicable.

5. The final response will identify the relevant external route. Scottish fundraising complaints may be referred to the Scottish Fundraising Adjudication Panel at goodfundraising.scot. Privacy complaints may be referred to the ICO; charity-law concerns to OSCR; criminal or urgent protection concerns to the appropriate statutory service. These bodies have different remits.

Safeguarding and serious concerns

A complaint suggesting immediate danger, abuse, exploitation, fraud or criminal conduct will not wait for the ordinary timetable. It will be referred under the safeguarding or serious-incident process and, where appropriate, to emergency services, Police Scotland, the local authority, OSCR or another regulator.

Fairness and records

Nobody will lose access to support merely for making a complaint in good faith. We will make reasonable adjustments and protect confidentiality as far as possible. Complaints, evidence, decisions and learning actions will be recorded securely and retained only as long as justified.

Learning

The Board will review complaint themes, safeguarding implications and corrective actions. Significant matters will be recorded in trustee minutes without unnecessary personal information.