Our policy is:
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of BU.
Where Complaints Come From
Publicised Contact Details for Complaints:
Written complaints may be sent to
If a volunteer wishes to formally raise a problem about a member of staff, the organisation, or another
volunteer, they should do so at the earliest opportunity.
The issue should be raised with the volunteer’s supervisor (Mohammed Towhasir) unless the issue is
related to that person, in which case they should talk to another Trustee.
In many cases, a complaint is best resolved by the person responsible for the issue being complained
about. If the complaint has been received by that person, they may be able to resolve it swiftly and
should do so if possible and appropriate. Whether or not the complaint has been resolved, the
complaint information should be passed to the BU Director within five business days.
On receiving the complaint, the Director records it in the complaints Logbook. If it has not already
been resolved, they delegate an appropriate person to investigate it and to take appropriate action.
If the complaint relates to a specific person, they should be informed and given a fair opportunity to
Complaints should be acknowledged by the person handling the complaint within five working days.
The acknowledgment should say who is dealing with the complaint and when the person
complaining can expect a reply. A copy of this complaint procedure should be attached. Ideally,
complainants should receive a definitive reply within a month. If this is not possible because, for
example, an investigation has not been fully completed, a progress report should be sent with an
indication of when a full reply will be given.
Whether the complaint is justified or not, the reply to the complainant should describe the action
taken to investigate the complaint, the conclusions from the investigation, and any action taken as a
result of the complaint.
If the issue cannot be resolved at the verbal stage, the volunteer can make a formal complaint in
writing to the BU. If the matter has already been discussed with that person, then the complaint
should be made to another Trustee.
If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can
request that the complaint is reviewed at the Board level.
At this stage, the complaint will be passed to the Board. The request for Board level review should
be acknowledged within five working days of receiving it. The acknowledgment should say who will
deal with the case and when the complainant can expect a reply.
The Board may investigate the facts of the case themselves or delegate a suitably senior person to
do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt
with the complaint at Stage One. The person who dealt with the original complaint at Stage One
should be kept informed of what is happening.
If the complaint relates to a specific person, they should be informed and given a further
opportunity to respond. Ideally, complainants should receive a definitive reply within a month. If this
is not possible because, for example, an investigation has not been fully completed, a progress
report should be sent with an indication of when a full reply will be given. Whether the complaint is
upheld or not, the reply to the complainant should describe the action taken to investigate the
complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
The decision taken at this stage is final unless the Board decides it is appropriate to seek external
assistance with resolution.
If the volunteer is not satisfied with the outcome of the written complaint, they should inform the BU
in writing within 5 working days of receiving a response to their written complaint.
The appeal should be made to Mohammed Towhasir. The appeal will be reviewed by a Trustee and
another suitable person. Following the appeal, the decision of the board will be communicated in
That decision is final
If there is a problem with a volunteer that has not been resolved informally
The BU aims to support our volunteers so that they can enjoy their volunteering and meet any
standards required. It is hoped that if volunteers find they are struggling with their role, they will ask
their [e.g. supervisor] for additional support or training.
The introductory period of volunteering is designed for a volunteer and [insert organisation] to
establish whether or not the role is suitable for the volunteer. If problems arise during that time and
[insert organisation] does not consider that additional support and training will overcome the issues
then the volunteer role can be ended at any stage during that period. This should not be regarded as
a failure for the volunteer. If possible, another, more suitable role could be explored.
If the discussion has not resolved a problem, or if a complaint is made about a volunteer, any of the
following measures may be used, depending on the severity of the problem. BU reserves the right to
judge the severity of a problem.
Stage 1 – Discussion
Stage 2 – Written stage
Stage 3 – Ceasing volunteering
Variation of the Complaints Procedure
The Board may vary the procedure for good reason. This may be necessary to avoid a conflict of
interest, for example, a complaint about a Chair or trustee should not also have the Chair and/or
trustee involved as a person leading a Stage Two review.
Monitoring and Learning from Complaints
Complaints are reviewed annually to identify any trends which may indicate a need to take further
|Policy Name and Number|
Version Number and Date
Version 1 June 2022
Dewan Choudhury (with DBS)
Second Designated Person
Mohammed Towhasir (with DBS)
|Version Number||Date||Changes||Author (Name and Job Title)|