Complaints Policy

This policy helps to address any complaints raised by those connected with Energy Manage (Community (CIC), including staff, beneficiaries, and volunteers.

We are keen to ensure that our clients are fully satisfied with our services, but occasionally clients may be disappointed, and a complaint may be felt necessary. Initially we will attempt to resolve things informally. If this is not possible, we will go through a formal complaints procedure.

Energy Manage (Community) CIC is committed to delivering a good service and complaints provide opportunities to understand how clients experience our services and how we might improve them. We seek to handle any complaint received in a prompt, courteous and helpful manner.

Energy Manage (Community) CIC follow the following guidelines.

1. Good record-keeping of all our activities and correspondence, both in relation to our contact with clients and during the process of dealing with a complaint.

2. Good communication with our clients, keeping everyone informed during the dealing of a complaint.

3. Fair, consistent, prompt investigation of any complaint.

4. Cooperation with others, including our clients, partners and the relevant regulatory and ombudsman services, to ensure that complaints are dealt with effectively.

Our complaints policy is reviewed annually. We are committed to engaging with clients and we routinely seek feedback to encourage clients to share their experiences, whether positive or negative.

What is an eligible complaint?

This is an expression of dissatisfaction about a service delivered or subcontracted by Energy Manage (Community) CIC. Complaints can take many forms and may not be explicitly expressed by the client as a complaint. We treat any of the following incidents as complaints:

• Expression of dissatisfaction where the complainant requests the escalation of their complaint to a senior member of staff (e.g. a relevant Director).

• Expression of dissatisfaction where the complainant makes it clear that they require action to be taken that goes beyond a verbal apology.

• Any suggestion of serious misconduct, fraud, risks to health or the safety or persons or property or clear breaches of process, irrespective of whether the customer wishes to formally complain.

We encourage staff to treat any expression of dissatisfaction with a service by a client as a source of information about the quality of our service and an opportunity to make improvements.

Complaints about processes or criteria that are stipulated by clients, partners or funders will not be processed as a complaint; we will direct clients to an appropriate recipient for their complaint where possible. Recurring issues will be raised by Energy Manage (Community) CIC with the appropriate organisation.

Where a complaint received by Energy Manage (Community) CIC is ineligible, we will notify the complainant in writing.

Who can complain?

We will consider complaints from a person or organisation who has been directly or indirectly adversely affected by the activities or attitudes of Energy Manage (Community) CIC staff, volunteers or subcontractors acting in their capacity as an Energy Manage (Community) CIC representative.

We regularly work with vulnerable clients, such as younger and older people, those with a physical disability, or a person with a mental health disability or those who do not speak English as a first language.

We are committed to providing a helpful service to ensure that nobody is excluded from accessing our complaints procedure, such as:

• Accepting verbal, electronic and written complaints.

• Accepting complaints made on behalf of a vulnerable person, such as from a family member, friend, carer or professional worker.

• Making use of translators in our projects targeting communities that do not speak English, who are able to assist in the event of complaints from people with a limited use of English.

Complaints Procedure

Complaints will normally be investigated by the Director responsible for the area of work in which the complaint has arisen.

Members of staff named in the complaint, either personally or by role, will be informed of the complaint and supported by their manager during the investigation.

When a complaint is received:

• It is recorded by the member of staff receiving the complaint. Verbal complaints must be recorded in writing by this member of staff as soon as possible.

• Clients making a complaint will be asked about the circumstances which have led to their complaint and how they would like their situation to be addressed.

Complaint investigation may involve:

• Contacting other organisations that are connected with the complaint in order to ensure that accountability for the cause of the complaint is justly identified and shared where appropriate.

• Writing a formal letter of apology to the complainant detailing the reasons that gave them cause to complain and any remedial actions offered or already taken.

Complaint response times:

We will reply within ten working days of receiving a complaint (whether written, electronic or verbal), confirming that the complaint has been received and providing details of our complaints handling procedure and timescales.

In the event that we cannot resolve the complaint within fifteen working days after first logging the complaint, the complaint will be referred to a nominated Director and the complainant will be informed.

All complainants will receive a final decision in writing from Energy Manage (Community) CIC regarding their complaint within eight weeks. We will endeavour to provide a response much sooner than this where possible. This will include:

• An explanation of how we have considered the complaint.

• Conclusions reached in relation to the complaint.

• Any remedial action that we consider to be appropriate.

• Confirmation that we have already undertaken this action or an explanation of how and when we intend to undertake this action if it is accepted by the complainant.

• Details of how the complainant can refer their complaint to the relevant Ombudsman Service if they feel it has not been adequately addressed.

The relevant Director will be responsible for ensuring that prompt action is taken to deliver any offer of remedial action accepted by the complainant.

Should the complaint be escalated to a relevant Ombudsman Service, we will cooperate fully with its investigation, where relevant.

Recording complaints:

All statements, letters, phone calls and actions taken in an investigation are documented and maintained by Energy Manage (Community) CIC. This includes:

• Details of the complainant and complaint, including date of occurrence and who was involved.

• Records of timescales between receiving the complaint and deadlines to respond.

• Records of correspondence between Energy Manage (Community) CIC and the complainant regarding the complaint.

• The outcome of the complaint, which may include a formal apology or remedial action, and whether it was referred to a third party such as the Ombudsman Service.

Complaint details are held confidentially and recorded as part of our record of correspondence with each client. The nature of our services is such that we need to be aware of past issues when dealing with clients in order to ensure subsequent services to them are delivered to best effect.

Complaint records, including details of the complaint received and the measures taken for its resolution are normally retained for three years from the date the complaint was received.

Complaints are monitored by our Directors to identify and address any systematic problems that may arise.

For fundraising complaints, Energy Manage (Community) CIC complies with the Code of Fundraising Practice and will deal with any complaints made concerning the Charity’s fundraising practices, using the same procedures as outlined below, or you have the option of taking your complaint to the Fundraising Regulator.

The Fundraising Regulator can be contacted at:

Fundraising Regulator
50 Featherstone Street,
London
EC1Y 8RT

Tel: 0300 999 3407

Email: complaints@fundraisingregulator.org.uk

Complaints can be made in many different forms, for example by letter or email, by

comments on a feedback form, in person to a member of staff or volunteer, by phoneor via our website “contact us” form.

If you wish to make a complaint anonymously or do not provide contact details, then we will treat it as a comment, and will be unable to advise you of the outcome of the investigation.

Please be aware that during the investigation of any complaint, consideration will be given as to whether Energy Manage (Community) CIC has a duty to report the matter to a relevant regulator, such as the Fundraising Regulator, or the CIC regulator. Where appropriate, complaints will be escalated to one of these bodies.

Put your complaint in writing, or email to, The Director, Energy Manage (Community) CIC, Suite 300, Martinique House, Hampshire Road, Bordon, Hampshire GU35 OHJ or email info@energymanage.org.uk

Please note: We will not respond if your complaint contains abusive or offensive language.