Complaints Procedure of
Mary Macarthur Holiday Trust

Charity Number 209989

Introduction

We aim to maintain high standards in all that we do but recognise that we can sometimes get things wrong, despite our best intentions.

Mary Macarthur Holiday Trust (“MMHT”) views a complaint as an opportunity to put things right for the person making the complaint, and to improve the service that it offers. We would not be able to do so or learn for the future if we did not receive feedback when things go wrong. Therefore we value and take seriously any feedback we receive.

Generally, the purpose of this Complaints Procedure is to resolve disputes informally.  We will try to explore every reasonable option to resolve complaints by working with the person making the complaint to agree an outcome which is satisfactory to them and MMHT.  

Whether we feel your complaint is justified or not, our reply to you will describe the action we have taken to investigate the complaint, conclusions we have reached as a result of the investigation, and any action we have taken or are taking as a result of your complaint. 

We will ensure that all information received and produced in connection with a complaint is treated as confidential and handled sensitively, that only those who need to know have access to that information, and that relevant data protection requirements are all met. 

The information below sets out our Complaints Procedure.

Complaint

A ‘complaint’ in this Procedure means any expression of dissatisfaction in relation to MMHT that requires a response from the Charity. 

Where complaints may come from

Complaints may come from those applying for a grant from MMHT, their sponsors or those who have received a grant. 

Complaints which cannot be dealt with under this Procedure

This Procedure is only for the above type of external complaint, not for complaints or grievances from others.

How to make a complaint

First Stage

If you have a complaint you can contact us by telephone, email, or letter. 

To help us investigate and address all complaints, we ask you to provide us with as much information as possible. This should cover:

  • The reason for your complaint
  • Where and when what you are complaining about happened
  • The name(s) of anyone involved (if known)
  • What outcome you are hoping for (but we are not obliged to resolve the complaint in that way)
  • Your contact details (name, address, daytime telephone number and/or email address)


You should firstly contact our Administrator, Cheryl Andrews;

Her telephone number is 02920 359091 and e-mail admin@mmht.org.uk.

Her address is Mary Macarthur Holiday Trust, Unite House, 1 Cathedral Road, Cardiff CF11 9SD.

Unless the complaint is about her actions or conduct she will try to resolve it in this first stage. If the complaint is about her she will refer it to the Chair of Trustees who will decide who will consider it.

Timescales for all First Stage complaints.

We will try to resolve the problem as quickly as possible but if we cannot do this (for example, if we need to investigate further), we will acknowledge receipt of your complaint within the following timescale:

  • If you complain by telephone or e-mail, within 2 working days; 
  • If you complain by letter, within five working days.


Our acknowledgement will inform you of when we will next contact you either with a proposed resolution or update. It will also inform you of the name of the person dealing with your complaint.  That person will then investigate and deal with it and then respond to you with their definitive reply. 

You should receive that definitive reply within four weeks. If this is not possible because, for example, an investigation has not been fully completed, a progress report will be sent with an indication of when a full reply will be given.

Second stage

If, for any reason, you are not happy with the resolution of your complaint under the First Stage procedure outlined above, you can bring this to our attention in writing by e-mail or letter to the Chair of Trustees using the addresses above.

Please set out clearly the details of the complaint, explaining why you were not satisfied with our response under the First Stage and what you would like us to do to put things right.

The Chair of Trustees will send an acknowledgment within 5 working days and arrange for your complaint to be investigated and a definitive reply sent within a further 10 working days. 

Third stage

If you are still not satisfied with our response and wish to take your complaint further, please inform the Chair of Trustees within 28 days of receiving the definitive reply we sent to you under the Second Stage. Please contact him by letter or email as required for the Second Stage (as above). 

Your case will then be passed to a panel of at least three trustees (not including any trustee about whom the complaint was made or the trustee who investigated and responded to you under the First or Second Stage). The panel will further investigate your complaint and will contact you with their conclusions and any actions to be taken.

You can expect this to take a further 28 working days from the date on which we receive your letter or email request to implement the Third Stage.

The decision of this panel is final.

Follow up

In order for us to make improvements to MMHT and its services we may wish to contact you within a month of your complaint being dealt with in order to check that you were satisfied with our resolution. Any information you give will only be used to make improvements to MMHT and its services.

Taking your complaint outside MMHT

Charity Commission

If your complaint is about any aspect of our charitable work  you may wish to contact the Charity Commission. However, we suggest that, before you do so, you consider whether it is appropriate to contact the Commission in the first instance rather than ourselves. The Commission has guidance on its website as to when to direct complaints to a charity and not to the Commission. Their contact details are: 

Charity Commission Direct, PO Box 1227, Liverpool, L69 3UG Tel: 0845 300 0218

www.charitycommission.gov.uk/publications/cc47.aspx 

and 

www.charitycommission.gov.uk/contact-us/general-enquiries/report-a-concern-about-a-charity 

Other Authorities

The Charity Commission guidance to the public states that:

  • if you believe there is criminal activity within a charity, you should inform the police
  • if you suspect fraud connected to a charity, you should report it using the Action Fraud Online Reporting Service at http://www.actionfraud.police.uk/report_fraud or call 0300 123 2040 

If a complaint relates to your personal data, it may be appropriate to contact the Office of the Information Commissioner.