1. Purpose
We believe that the best way to improve services is by learning from the people who use them. We welcome comments, compliments, and complaints from the people we come into contact with during our work. These help us to see what we are doing well and where we can make improvements to our services.
2. Who this policy is for
This policy applies to individuals (members of the public) and organisations wishing to comment on, compliment, or complain about the performance of services, fundraising activities, and the conduct of employees, volunteers, contractors, and third parties working with or representing the HIVE.
This policy does not apply to HIVE employees, secondees, contractors, consultants, and trustees. In the event that they wish to make a complaint, they should refer to the relevant HIVE policies e.g. Grievance Policy, Whistleblowing Policy, and the Safeguarding Vulnerable Adults Policy as appropriate. Neither does this policy apply to volunteers, who may use the HIVE Volunteer Policy as well as the Whistleblowing and Safeguarding Vulnerable Adults Policy as appropriate.
3. How can you tell us your thoughts?
It is simple, you can decide exactly how you would like to get in touch with us:
You can call us on 023 9268 8880. One of our friendly staff will be ready and willing to help.
You can email us at info@hiveportsmouth.org.uk.
You can write to us at The HIVE Portsmouth Ltd, Lower Ground Floor, Central Library, Guildhall Square, Portsmouth, Hampshire, United Kingdom, PO1 2DX.
Or you can fill in the contact form available on the website.
Please include your name, address, and contact telephone number in your email or letter so that we can get back in touch with you easily.
4. Complimenting us
Compliments are valuable and important to us and when they are received, they will be recorded and reported on. Compliments enable us to:
- Understand from our supporters and stakeholders what we do well and the positive difference this makes.
- Provide positive feedback to our people – whether paid or unpaid.
- Influence the continued development of what we do, why, and how.
5. Commenting on our people or our work
It is always helpful to hear what people think about us; what we do and how. Compliments and comments are welcome because they:
- Help to influence the organisational decisions we may make.
- Help maintain the standards of our activities.
- Raise issues of real importance and can lead to change for the better.
Wherever we can, we will record and report, internally and externally if required, on comments we receive. We will endeavour to acknowledge compliments and comments wherever possible but whilst this may not always be practicable, please be assured that they are always appreciated.
6. Complaining about our people or our work
We recognise that there will be times when our trustees, staff, and volunteers or third parties, working on our behalf, make mistakes, or get things wrong. Where this happens and where we receive a complaint, we will always take this seriously, record and report on it internally and externally if required, and deal with it in a timely manner. We will always take steps to maintain the confidentiality of your personal information. We will only disclose it to people who need to look into your complaint, and, rarely, to others where we are legally permitted to do so.
7. Defining a complaint
We define a complaint as “an expression of dissatisfaction, however, made about actions taken or a lack of action by the HIVE, or someone acting on behalf of the HIVE.”