BRWR Complaints Policy

Bromsgrove and Redditch Welcomes Refugees (BRWR) – Complaints Policy.

Bromsgrove and Redditch Welcomes Refugees (BRWR) is committed to learning and improvement and strives to maintain the highest standards across all our work. However, we recognise we can sometimes get things wrong despite our best intentions and we value all feedback as a chance to improve.  If our service users have a concern or complaint, they can expect that it will be dealt with sensitively, fairly and efficiently. This policy sets out the procedure for raising a complaint.

Our Complaints Procedure provides clear information on how individual complaints will be handled. We promise to take your complaint seriously and treat it as confidential. We also aim to resolve your complaint as speedily as possible.

 

Definition of a Complaint

It is important to define the difference between a ‘concern’ and a ‘complaint’.

A concern is an expression of worry or doubt about something or a situation that our service user deems important, for which they might seek reassurance.

A complaint is an expression of dissatisfaction about a certain situation, actions or the lack of actions taken by BRWR and its volunteers.

We aim to resolve every concern or complaint informally, where possible. If a matter cannot be resolved informally, the matter may proceed as a formal complaint.

This policy applies to all our service users who currently access our service.

 

Aims

BRWR aims to resolve complaints quickly, fairly and effectively.

We will:

  • Aim to put things right quickly for our service users when they go wrong.
  • Keep our service users informed of the progress of their complaint and the results of any investigation.
  • Seek to learn from each complaint to improve future performance.
  • Set performance targets for responding to complaints and monitor our performance against these targets.
  • Advise our clients of their right to appeal if they remain dissatisfied.

 

Communication and Responsibilities

  • Our Complaints Policy is covered with all our service users as part of our initial engagement
  • A copy can also we found on our website.
  • Training will be provided for all our volunteers to ensure awareness is raised and that our volunteers have a clear understanding of what is a complaint and their responsibilities.

 

Our Service Standards for complaints are:

  • We will make it easy and straightforward for you to make a complaint.
  • We will endeavour to respond to your complaint within the published timescales and keep you informed.
  • We will ensure you have a full explanation to your complaint in your preferred format.
  • We will tell you if changes have been made to services following your complaint.
  • We will review our Complaints Policy at regular intervals.

 

How do I make a complaint? – Any service user wishing to make a complaint can do so in person, by phone, e-mail or letter.

Process:

If you want to complain, here’s what you can do. It helps if you complain straight away to the people involved, as they may be able to put things right immediately.

Stage 1

  • An informal complaint can be made verbally to the service user’s key friend
  • The key friend should discuss the complaint with the service user and attempt to agree a way forward or agree a solution that suits both parties.
  • The service user should allow the key friend sufficient time to investigate or remedy the complaint raised where required to understand the facts and facilitate a solution.
  • The service user should voice their complaint within 10 working days of the issue with which they are dissatisfied.

Stage 2

  • If the complaint cannot be resolved informally to the satisfaction of the service user, the complaint should be submitted in writing to: Sophie Vokal, Head of Friendship Group – sophievokal@yahoo.co.uk.
  • The service user should provide a detailed account of their complaint.
  • Sophie will confirm receipt of the complaint within 10 working days and outline the course of action to be taken.
  • Sophie will discuss the matter, as appropriate to be able carry out an investigation, which will involve all the relevant personnel, and will write to the service user within 20 working days with their findings and a decision as to whether the complaint was found to be justified.
  • Please give as much information as you can, including times, dates, places and names.
  • You will get a first response within 10 working days of receipt of your complaint and a further response within 20 days.

 

What if I’m unhappy with my response?

You can ask for the matter to be escalated to the Chair of BRWR. In such cases, a full response will be provided within a further 10 working days.

 

Recording Complaints

A written record (which will be retained for at least 5 years) will be kept of all complaints in a Complaints File. BRWR will review this record of formal complaints at least annually.

In addition, a separate log of all informal complaints will be kept. This will be reviewed periodically by BRWR to identify patterns and trends.

Correspondence, statements and records will be kept confidential.

 

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Date of Policy: 11/06/2025

Next Review Due: July 2026

Approved by: BRWR Committee