Scope
This policy applies to LMN and is global in its application. A complaint can be made by any supporter, partner organisation, community or individual with whom we work, or any member of the public whether an individual, company or other entity, in the UK for anywhere else in the world.
Definitions
A complaint is an expression of dissatisfaction about the standards of service, actions or lack of action, by LMN or its staff and associated personnel1. It is a criticism that expects a reply and would like things to be changed. Complaints could include the following (which is not an exhaustive list):
- Concern from someone we work with about the quality of programme delivery
- Concern from a member of the public or supporter about a particular fundraising approach or campaign action
- Concern about the behaviour of staff or associated personnel
A complaint has to be about some action for which LMN is responsible or is within our sphere of influence.
A complaint is not:
- A general inquiry about LMN’s work
- A request for information
- A contractual dispute
- A request to amend records e.g. to correct an address, cancel a donation
- A request to unsubscribe from an LMN service e.g. a campaign newsletter or email
The complaints procedures do not apply to complaints that are subject to current investigation by any regulatory body or other legal or official authorities in the UK or other countries in which we operate. Such issues will be dealt with by the relevant regulatory body.
Procedures for making a complaint
It is hoped that most complaints or concerns about LMN’s work or behaviour can and will be dealt with informally and in a timely manner by staff or volunteers. However, it is recognised that not all issues can be resolved in this way and that a formal complaints mechanism is required for those occasions when an individual or organisation wishes to make their complaint a matter of record and to receive a formal response.
How to make a complaint
All formal complaints should be made in writing either directly from the individual or organisation making the complaint or via someone acting on their behalf. See below for details about to whom to address a complaint.
Who can make a complaint?
This policy is global in application. A complaint can be made by:
- Any supporter
- Partner or partner organisation
- Community or individual with whom we work
- Any member of the public whether an individual, company or other entity in the UK or around the world.
How to make a complaint
Assuming a complaint cannot be made informally as noted above, a formal complaint should be made to the Coordinator in writing. This should be marked for the attention of the Coordinator, and can be emailed to contact@londonminingnetwork.org or to the office at Finfuture, 225-229 Seven Sisters Road, London N4 2DA, UK.
The complaint should ideally be acknowledged within a week, and a response provided within six weeks. If that is not possible there should be a written response explaining how the complaint will be dealt with. The Coordinator will decide on the best method to respond, in consultation with a co-chair if required. Depending on the nature of the complaint you may be invited to meet with the Coordinator, and/or other members of staff or trustees.
If you the complainant is unhappy with the response, they should contact the Coordinator again using the same methods above, and the Coordinator will approach the Co-chairs to consider the best way to address the complaint. If necessary, an approach to a relevant regulatory body may be considered.
1 Contractors, suppliers, volunteers etc.