Complaints Policy

1. Purpose and Scope

The Regional Building Foundation aims to meet and exceed the expectations of all members, partners, and stakeholders; however, we recognise that concerns or complaints may occasionally arise.

This policy explains how complaints will be raised, investigated, and responded to in a fair and timely manner.

For very serious concerns, such as where someone’s safety is at immediate risk, appropriate action should be taken without delay, such as contacting emergency services or the Police.

This policy applies to:

Members and prospective members
Partners, collaborators or participants in Regional Building Foundation activities
Members of the public engaging with Regional Building Foundation
Regional Building Foundation staff, contractors and volunteers receiving or managing complaints.

2. Roles and Responsibilities

2.1 Board of Directors

Ensure the Regional Building Foundation maintains a clear, fair, and legally compliant complaints policy and procedure.
Receive assurance about complaint trends, learning, and any significant or escalated cases.

2.2 Managing Director of the Regional Building Foundation

Lead on the development, implementation, and scheduled review of this policy.
Ensure staff and volunteers are aware of, and trained in, the complaints process.
Oversee serious, complex, or high-risk complaints and report to the Board as appropriate.

2.3 Staff

Respond to concerns and complaints professionally, promptly, and in line with this policy.
Seek advice or escalate complaints where they are unable to resolve them informally.

2.4 Volunteers

Pass any complaints or concerns they receive to a named staff member at the earliest opportunity.
Treat all complainants with respect and maintain appropriate confidentiality.

2.5 Members

Raise concerns constructively and in good faith, following the process in this policy.
Respect the outcome of the complaints process once it has concluded, including any appeal decision.

3. Informal Complaints

Where possible, concerns should first be raised informally with the relevant member of staff at the time the issue arises. This usually allows the Regional Building Foundation to resolve matters quickly and with minimal formality.

If the concern cannot be resolved informally or the complainant wishes the matter to be recorded, the following will be noted:

Complainant’s name and contact details (unless they choose to remain anonymous)
Nature of the concern and what the complainant would like to see happen
Key facts, including when and where it occurred, who was involved, and any action already taken.

The concern will then be passed to the relevant lead for consideration.

4. Formal Complaints

If an individual wishes to make a formal complaint, they should be provided with the following contact details:

Managing Director of the Regional Building Foundation.
If the complaint relates to the Managing Director, the complaint should be addressed to the Chair of the Board of Directors.

All formal complaints should be clearly marked “Private and Confidential – Complaint”. A copy of this policy will be provided on request.

Formal complaints should be made as soon as reasonably possible and should include:

Name, organisation (if relevant), postal address, and preferred method of contact
A clear description of what happened (what, where, when, who was involved)
Why the situation is considered unsatisfactory
What outcome or resolution the complainant is seeking.

4.1 Procedure and Timescales

Once a formal complaint is received:

Acknowledgement: An acknowledgement will be sent within 7 working days of receipt.
Allocation and investigation: The Director (or delegated lead) will review the complaint and arrange an appropriate investigation.
Seeking advice: Specialist or external advice may be sought where necessary (for example, legal or health and safety advice).
Further information: The complainant may be contacted to clarify points or provide additional information.
Response: A written response will normally be issued within 14 working days of the complaint being acknowledged. If this is not possible, a holding response will be sent to explain the reason for delay and provide an updated timescale.
Outcome: The response will summarise the findings, set out any actions to be taken, and explain any learning, subject to data protection and confidentiality requirements.

Anyone with a conflict of interest in relation to a complaint will not participate in the investigation or decision-making process.

Appeals:

If the complainant is dissatisfied with the outcome, they may appeal in writing to the Chair of the Board of Directors within 28 days of the response.
The appeal must explain why the decision is felt to be wrong and provide any additional relevant information or evidence.
The appeal will be reviewed by the Chair (or another non-involved Director) and a final written decision will be issued within 28 working days of receipt of the appeal.

The decision at appeal stage is final within the Regional Building Foundation’s complaints process.

5. Wider Action and Reporting

Regardless of the outcome of any individual complaint, the Regional Building Foundation will consider whether:

Any matters need to be reported to regulators or statutory bodies (for example, the Health and Safety Executive or the Police).
Changes are required to policies, procedures, systems, or training to reduce the likelihood of similar issues arising in future.

Significant complaints and learning points may be reported in summary form to the Board of Directors.

6. Anonymous Complaints

Anonymous complaints will be recorded and, where there is sufficient information, the Regional Building Foundation will consider what investigation or review is reasonable in the circumstances.

However, anonymous complaints may limit the ability to investigate fully or provide feedback. Individuals are therefore encouraged to provide contact details so that the matter can be properly explored and a response given.

7. Potential Compensation Claims

Where a complaint may give rise to a claim for compensation (for example, for loss, damage, or personal injury), the matter will be referred promptly to the Regional Building Foundation’s insurers and handled in line with their requirements.

8. Confidentiality

All complaints will be managed in line with data protection and privacy legislation. Information will only be shared with those who need to know in order to investigate the complaint and implement any actions agreed.

Records of complaints will be retained securely and for no longer than is necessary for legal, regulatory, and learning purposes.

9. Availability

This policy will be:

Published on the Regional Building Foundation website (or main public-facing platform)
Available on request in alternative formats, where reasonably practicable

Anyone wishing to submit a complaint will be signposted to this policy and the appropriate contact details. Further information on this policy is available by contacting info@regionalbuilding.org.