Updated 01.11.2011

Introduction

The Warren House Group at Dartington, and its trading subsidiary the Dartington Service Design Lab (hereinafter together called ‘Dartington’) 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.

Our policy is:

• to provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint;

• to publicise the existence of our complaints procedure so that people know how to contact us to make a complaint;

• to make sure everyone at Dartington knows what to do if a complaint is received;

• to make sure all complaints are investigated fairly and in a timely way;

• to make sure that complaints are, wherever possible, resolved and that relationships are repaired; and

• to gather information which helps us to improve what we do.

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Dartington – encompassing our research, evaluation and training work across the UK and occasionally beyond.

Where Complaints Come From

Complaints may come from any individual, volunteer or organisation who has a legitimate interest in Dartington, including the general public if something is perceived to be improper. A complaint can be received by email or in writing. This policy does not cover complaints from staff, trustees, associates and CSP Fellows who should refer to Dartington’s staff handbook on such matters.

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility

Overall responsibility for this policy and its implementation lies with the board of trustees of Dartington.

Review

This policy is reviewed regularly and updated as required.

Dartington’s Complaints Procedure

Publicised Contact Details for Complaints:

Written complaints may be sent to DSDL - Higher Mill, Buckfast Abbey, Buckfastleigh, Devon, TQ11 0EE or by e-mail at info@dartington.org.uk. Verbal complaints may in the first instance be raised to any of Dartington’s staff, associates or trustees, however, in order to raise the matter to the appropriate level, the verbal complaint should always be followed up by a written or email account.

Receiving Complaints

Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have, such as social media.

The person who receives a phone call or in person complaint should:

• Write down the facts of the complaint;

• Take the complainant's name, address and telephone number;

• Note down the relationship of the complainant to Dartington, e.g. donor, client, workshop attendee etc., sponsor;

• Tell the complainant that we have a complaints procedure;

• Tell the complainant what will happen next and how long it will take;

• Most importantly, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words;

Resolving Complaints

Stage One

In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate. Whether or not the complaint has been resolved, the complaint information should be passed to the Chief Operating Officer (COO) within five business days.

On receiving the complaint, the COO records it in the complaints Logbook. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action. If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.

Complaints should be acknowledged by the person handling the complaint within five working days. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaint’s procedure should be attached. Ideally complainants should receive a definitive reply within a month. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

Stage Two

If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Board level.

At this stage, the complaint will be passed to the Board of Trustees. The request for Board level review should be acknowledged within five working days of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.

The Board of Trustees may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One. The person who dealt with the original complaint at Stage One should be kept informed of what is happening.

If the complaint relates to a specific person, they should be informed and given a further opportunity to respond. Ideally complainants should receive a definitive reply within a month. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given. Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint. The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution.

External Stage

As Dartington is a charity registered England & Wales, and separately in Scotland. The complainant can complain to the Charities Commission at any stage. Information about how to raise a concern can be found on their website at https://forms.charitycommission.gov.uk/raising-concerns/. If it is appropriate the concern can be raised with the Scottish Charity Regulator at any stage. Information about the kind of complaints the OSCR can involve itself in can be found on their website at: https://www.oscr.org.uk/about-charities/raise-a-concern/.

Variation of the Complaints Procedure

The Board may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about a Chair or trustee should not also have the Chair and/or trustee involved as a person leading a Stage Two review.

Monitoring and Learning from Complaints

Complaints are reviewed annually to identify any trends which may indicate a need to take further action.

The Dartington Service Design Lab is a company [No. 12613600] limited by a single share wholly owned by the Warren House Group at Dartington, [No. 04610839], a charity registered in England and Wales [No. 1099202] and Scotland [No. SC049621]. Registered Office: Higher Mill, Buckfast Abbey, Buckfastleigh, Devon, TQ11 0EE.