SSAFA, The Armed Forces charity is committed to providing a positive experience for people who work on behalf of and come in contact with the charity.

However, there may be times when they are dissatisfied with the organisation, or the support offered or provided and wish to make a complaint. Not all issues are part of a formal complaints process and sometimes people will simply want to record a comment or give a compliment; these are equally important.

We actively encourage feedback and use all feedback as an opportunity to learn about our strengths and to understand our weaknesses. This helps us to inform and improve the experience of those delivering and receiving support from us.

The purposes of this policy are to set out the approach to handling complaints made against any part of SSAFA or individual working on behalf of SSAFA, and to ensure that all complaints are effectively dealt with.

This policy applies to:

• Complaints by staff or volunteers working for SSAFA
• Employees, who should also refer to the HR Grievance Policy
• Complaints by external stakeholders, such as beneficiaries, donors; supporters, third party contractors/ service providers

The aims of this policy are to:

• ensure fair and effective complaints procedures are in place which are clear and easy to use for anyone wishing to make a complaint
• publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
• make sure that everyone at SSAFA knows what to do if they receive a complaint
• make sure all complaints are investigated fairly and in a timely way
• make sure that the relevant communications teams who are responsible for SSAFA’s reputation both internally and externally are kept informed
• make sure that complaints are, wherever possible, resolved and that relationships are repaired
• gather information which helps us to improve what we do

Complaint

A complaint is defined as an expression of unresolved dissatisfaction, however made, about treatment, the standards of service, action or lack of action within an organisation –in this case SSAFA, the Armed Forces charity. Ultimately, whether we uphold the complaint as justified or not, it is irrelevant to the acceptance and handling of the complaint. Where it is unclear if dissatisfaction is a complaint or a concern, this should be clarified with the individual raising the matter.

Complainant

A complainant is the person making the complaint. Complaints can be received from anyone who is dissatisfied with the treatment, support or service they have received from SSAFA, whether that is a beneficiary, volunteer, employee or external stakeholder. An expression of dissatisfaction may be about an action (or lack of action) or about the standard of a service. It may be when we:

• did something wrong or our actions are perceived to have been wrong;
• did something that should not have been done;
• failed to do something that should have been done;
• treated someone unfairly or inappropriately, and;
• failed to deliver what was promised.

Complaint Lead

The complaint lead is the individual given and taking responsibility for ensuring that a complaint is dealt with in accordance with this policy

Subject

Any individual who is the subject of a complaint when that is the nature of the complaint (i.e. a person against which the Complainant is making allegations). Subjects may also be dealt with in accordance with other policies, such as Disciplinary Policy (for employees) or the Volunteer Code of Conduct (for volunteers), dependent upon complaint investigation findings.

Subject Access Requests (SAR) and Request for Erasure (Right to be Forgotten)

These requests are not to be treated as complaints against SSAFA. Where a complaint has been made and there is a request for personal information (i.e. SAR), SSAFA will make a clear distinction between these and will deal with them separately, in accordance with our Data Protection Policy.

If a complainant requires information accessed through a SAR to be included in their complaint, it is the complainant’s responsibility to provide any relevant information to the complaint lead. Vexatious complaints and aggressive behaviour SSAFA reserve the right to refuse to deal with complaints that are pursued unreasonably or in an aggressive or abusive manner. We also reserve the right to deal with a complaint differently (outside the normal procedures) if circumstances require this. In such a rare case, we record why we have dealt with the complaint differently and inform the complainant.

All SSAFA volunteers and employees involved in a complaint which is subject to this policy have a responsibility to act within the framework of this policy and conduct themselves under SSAFA values and principles within our Volunteer Code of Conduct and our Employee Handbook.

They also have a responsibility to inform the PR Team who are responsible for SSAFA’s reputation and will coordinate tracking across print, online and social media, advise on wording for any responses and deal with any media enquiries, the PR Team would also be responsible for confidential briefings and background.

Are ultimately responsible for the governance of SSAFA. They set the strategic direction for complaints handling and ensure that appropriate resources are in place to implement our approach across the Charity. Collectively as Council, they monitor compliance with this policy and the outcomes of the processes. Trustees will also consider Complaints Appeals when required.

Are responsible for leadership and involvement in Complaints Appeals when required. Delegate the implementation of this policy to the Executive Team (Directors).

Policy compliance, implementation, resourcing and accountability across their areas of responsibility, including the SSAFA branch and service committee network. Directors may supplement this policy with procedures that align with their operations.

Directors are responsible for ensuring that complaints received and dealt with by their area of responsibility are recorded on the SSAFA central register of complaints.

For ensuring that all complaints are handled in a sensitive and thorough manner in accordance with procedure as set out by their Director. To ensure that the complainant is informed of the procedure and outcomes in a timely manner and to seek advice and guidance where necessary. When appointing others to investigate a complaint they are responsible for ensuring the required resources and skills are available.

Also responsible for ensuring that the required information is recorded on the SSAFA Complaints Register, for all complaints.

The PR Team is responsible for managing SSAFA’s reputation and will coordinate tracking across print, online and social media, advise on wording for any responses and deal with any media enquiries. The PR Team would also be responsible for confidential briefings and providing relevant background.

Responsible for conducting thorough and fair investigations and presenting their findings and recommendations.

For managing a central Complaints Register.

In all cases, SSAFA employees and volunteers should try to resolve any issue causing dissatisfaction immediately at the point of enquiry. We welcome the opportunity to address concerns informally, which can sometimes be quicker and less stressful for all involved. We aim to resolve the complaint at the earliest Stage possible.

This is when the PR Team should be involved, either via email or by phone [email and phone number pending].

When volunteers, beneficiaries or other stakeholders remain dissatisfied, we recognise they have the right to request that the matter be treated as a formal complaint.

Complaints can be initiated in person, by letter, phone, e-mail, social media, via a media enquiry or through the SSAFA website. To initiate the complaints process, we request that a complaints form is completed to clarify the issue and identify the complainant’s preferred outcome (Appendix 1), though it is not mandatory that a complainant be required to complete a form.

We operate a transparent complaints policy, in that:

• The name of the person dealing with the complaint is given to the complainant.
• The named SSAFA contact is responsible for communicating this policy, ensuring associated forms are completed and following the complaints procedure (which may be specific to their department/function or programme, for example VolOps, Fundraising or PSSWS-RAF).
• Complaints are managed within timescales that ensure that they are fully investigated and that the person making the complaint receives a response within a specified period.
• We aim to acknowledge complaints within five working days of receipt and provide at each Stage a response to the complainant within 25 working days.
• Our approach to complaints is thorough, appropriate and proportionate redress.
• We explain to the complainant about next steps that they can take if they think that their complaint is not suitably resolved.
• All complaints are treated confidentially in line with our Equality, Diversity and Inclusion policy, our Information Management and Retention policy, our Social Media policy and our Data Protection policy.
• Complaint interviews may take place to understand the issues better.
• Both the complainant and those involved in a complaint can be accompanied by a supporter, when invited to an interview.
  • Unless acting as a formal advocate (with written permission provided by the complainant), the supporter will not be requested to provide evidence.
  • The supporter must not be a legal representative, as our SSAFA complaints process does not constitute a legal procedure.

Where complaints are upheld or partially upheld, additional SSAFA policies may be triggered; for example, the Disciplinary policy and procedures or Volunteer Tenure policy. Procedures within these policies are confidential to SSAFA and details of actions in line with these procedures shall not be shared with complainants.

The procedure shown at Annex A is to be followed across SSAFA. This procedure may be supplemented with further detailed procedures and appropriate guidance by Directors and appropriate subject-matter experts as they deem necessary, whilst ensuring that this policy continues to be complied with.

It is our hope that for most complaints a mutually satisfactory outcome is met. If the complainant is unhappy with the outcome or the way the complaint has been processed, they have the right to complain to the relevant regulator.

Regulators that are relevant to SSAFA include:

• Charity Commission for England and Wales www.gov.uk/government/organisations/charity- commission
• Scottish Charity Regulator OSCR www.oscr.org.uk
• Charity Commission for Northern Ireland www.charitycommissionni.org.uk
• Information Commissioners Office www.ico.org.uk
• Fundraising Regulator www.fundraisingregulator.org.uk

All complaints are to be dealt with in confidence. This means that only those who need to be involved in investigating the complaint will have access to the relevant information, this includes relevant members of the communications team. This will include employees and volunteers, who may be involved with and support the process, as well as anyone else who is the subject of the complaint.

However, if the complaint relates to any form of criminal offence or any other activity about which SSAFA is required to notify a statutory authority, then SSAFA reserves the right to involve others where appropriate.

SSAFA will retain data and information related to a complaint investigation in accordance with its Information Management and Retention Policy (currently 3 years) and our Data Protection Policy.

Information retained will include but may not be exclusive to; names of those involved, complaint notes, investigation documents and the outcome of the complaint.

It is the responsibility of all volunteers and employees involved in a complaint that is subject to this policy to act within the framework of this policy and conduct themselves under SSAFA’s values and principles. This includes taking appropriate and prompt action in relation to complaints, participating in investigations and meeting with SSAFA leads and complainants when requested to do so.

Failure to follow this policy is a serious matter and may be dealt with under the Disciplinary Policy (for employees) and the Volunteer Tenure Policy (for volunteers).

1. Complaints Procedure
2. SSAFA Complaint Form
3. Escalation Form
4. Appeal Form