Our Complaints Procedure

ATQ COMPLAINTS POLICY

Ask the Question is fully committed to responding to concerns or complaints and this framework provides a mechanism for which this can be achieved. It is in everybody’s interests to see such matters resolved as quickly and as sensitively as possible.

A concern can be defined as ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought’.

A complaint can be defined as ‘an expression of dissatisfaction however made, about actions taken or a lack of action’.

Whistleblowing and safeguarding are dealt with through other internal procedures or statutory guidelines.

How to raise a concern or make a complaint

A concern or complaint can be made in person, in writing, by email, or by telephone. These should be directed to Jo Austin, Chair of the Board, or to another member of the Ask The Question board. While efforts will be made to address these

Informal complaints

Informal complaints will be dealt with promptly by Jo Austin, Chair of the Board, who will attempt to resolve any issues raised. If this is unsatisfactory, she will outline the methods through which a complaint can be made in line with this procedure.

Stage One

The appropriate board member will confirm receipt of the complaint or concern in writing within 5 business days. Within this response, the board member will seek to clarify the nature of the complaint, ask what remains unresolved and what outcome the complainant would like to see.

During this time, ATQ may:

  • interview those involved in the matter and/or those complained of, allowing them to be accompanied if they wish

  • keep a written record of any meetings/interviews in relation to the complaint.

At the conclusion of our investigation, ATQ will provide a formal written response within 28 business days of the date of receipt. If we are unable to meet this deadline, we will provide the complainant with an update and revised response date. The response will detail any actions taken to investigate the complaint and provide a full explanation of the decision made and the reason(s) for it. Where appropriate, it will include details of actions we will take to resolve the complaint. The office will advise the complainant of how to escalate their complaint should they remain dissatisfied with the outcome of Stage 1.

Stage Two

If the complainant is dissatisfied with the outcome at Stage 1 and wishes to take the matter further, they can escalate the complaint to Stage 2 – meeting with the ATQ board member(s). This is the final stage of the complaints procedure and the decision of the Board is final.

A request to escalate to Stage 2 must be made within 5 business days of receipt of the Stage 1 response. ATQ will record the date the complaint is received and acknowledge receipt of the complaint in writing (either by letter or email) within 5 business days.

Requests received outside of this time frame will only be considered if exceptional circumstances apply. ATQ will write to the complainant to inform them of the date of the meeting. We will aim to convene a meeting within 28 business days of receipt of the Stage 2 request. ATQ will provide the complainant with a full response to the complaint and the reason(s) for it, in writing, within another 5 business days.

Resolution

At both stages in the procedure, Ask the Question wants to resolve the complaint. If appropriate, we will acknowledge that the complaint is upheld in whole or in part. In addition, we may offer one or more of the following:

  • an explanation

  • an admission that the situation could have been handled differently or better

  • an assurance that we will try to ensure the event complained of will not recur

  • an explanation of the steps that have been or will be taken to help ensure that it will not happen again and an indication of the timescales within which any changes will be made

  • an undertaking to review policies in light of the complaint if required

  • an apology if required.

Withdrawal

If a complainant wants to withdraw their complaint, we will ask them to confirm this in writing.