Complaints Policy & Procedure

The ManKind Project UK & Ireland aims to provide its members and service users with the best possible service.  However, we recognise that from time to time there may be occasions when the quality or level of service provided falls short in some way.

 Your continued goodwill is greatly valued by us and we would expect to resolve any day to day difficulties or complaints informally, and as efficiently as possible. 

 Stage 1- Local and informal dialogue: In the first instance we would ask you to raise any complaint directly with the person concerned and aim for an informal, ‘local’ resolution. If this is not possible, or you are unhappy with the outcome of this ‘local’ process, then the next step is to seek a more formal resolution.

 Stage 2- Formal Complaint: The steps outlined below are intended for use by members and other users of our services, where informal communication (Stage 1) has not resolved the problem:

Step 1 – Submit formal Complaint. The complaint should be made either in person, or by telephone, fax, letter or email to the Development & Outreach Director who will acknowledge, in writing within 10 working days, the receipt of any complaint.  If the complaint is about the Develoment & Outreach Director, then the complaint should be addressed to the Chair of the Board of Trustees (marked ‘confidential’).  At this, and any subsequent stage, the complainant may be accompanied or supported by a friend, but not a legal representative.

Step 2 – We will respond to your complaint with openness and transparency. The Development & Outreach Director will investigate the circumstances leading to the complaint and will communicate the results of the investigation to the complainant within a reasonable time – normally within 20 working days of the complaint being received.  The Development & Outreach Director will notify the complainant of the results, and of any further action to be taken.

The complainant will have the right, if dissatisfied with the results of the investigation, to put their case, in writing, to an appeal panel of at least three members, which will include at least the Chair or Vice-Chair.

If the appeal is upheld, the appeal panel will agree any necessary further action.  The decision of the appeal panel is final, and no further appeal is possible within the ManKind Project UK&I structure. At this stage, if a complainant is still not satisfied, they can contact the Charities Commission https://www.gov.uk/complain-about-charity

The Development & Outreach Director will keep the Trustee Board informed of the number and nature of complaints, and the outcomes.  He will report to the Board on this at least on a quarterly basis.

If you have a complaint, contact:

Laurence Johns

Devcelopment & Outreach Director

Laurence.johns@mankindprojectuki.org

Mobile number: 07968 262391