Stage one - if someone has a complaint about the running of Community Base or any action by Community Base staff s/he should first write to the Community Base director outlining the complaint. The director will then try to resolve the matter and will write to the complainant giving his/her findings on the matter within 10 working days.
Stage two - if the complainant is not satisfied after stage one (or if the complaint is about the director) s/he should write to the chair of the board of trustees about the matter by leaving a letter, outlining their complaint and addressed to the chair of the Community Base board of trustees, with the Community Base receptionist. The chair will then try to resolve the matter by consulting with the complainant and others involved and will write to the complainant giving his/her findings on the complaint within 10 working days.
Stage three - if the complainant is not satisfied after stage one and two (or if the complaint is about the chair of the board of trustees) s/he can ask for the Community Base board of trustees to deal with the matter by leaving a letter, outlining their complaint and addressed to the chair or secretary of the Community Base board of trustees, with the Community Base receptionist. The board will appoint a complaints panel of at least two trustees who will investigate the complaint, meeting with the complainant within 10 working days (if the complainant wishes to meet) accompanied by a representative (if the complainant wishes to be). The complaints panel will write to the complainant giving their findings on the complaint within 20 working days unless all parties agree to extend this timetable. The decision of the complaints panel will be final.
This policy will be reviewed by the board of trustees at least every calendar year.
