Craven District of Sanctuary
Complaints Policy
Draft policy April 2025
We welcome the involvement of volunteers in Craven District of Sanctuary and we try to ensure that the volunteering experience is a rewarding one. We try to get things right but occasionally we may fall short of volunteers’ expectations.
We therefore welcome comments on how volunteering with us can be improved. However, if something is not resolved to your satisfaction you have the right to make a complaint.
This procedure is set out below.
Your complaint will be:
- confidential
- dealt with as quickly as possible.
- handled fairly and politely.
- investigated fully.
How can a volunteer complain?
We wish to be as flexible as possible in receiving complaints.
Volunteers can complain:
- by letter
- by phone
- in person
- by email
- on behalf of someone else
Our Complaints procedure has three stages:
Stage 1: First informal complaint
You should, in the first instance, make your concerns known to the Co-ordinator. S/he will try to resolve the matter immediately and informally, but if this is not possible, you will be asked if you wish to make a formal complaint.
Stage 2: Formal complaint
If you wish to proceed, you will need to put your complaint in writing addressed to the Co-ordinator, who will aim to have your complaint addressed, in writing, in 7 working days and resolved in 21 working days. An explanation of the investigation will be offered in writing.
If the complaint involves the Co-ordinator, you may address it directly to the Chair.
Stage 3: ‘My complaint has been investigated, but I am still not satisfied’
You may then write to the City of Sanctuary Regional Organiser for England via the website https://cityofsanctuary.org/about/contact/
April, 2025