Complaints Policy and Procedures

Date ratified: 01/01/2024
Approved by: Board of Trustees
Date last reviewed: 29/01/2026

1. Purpose

The purpose of this policy is to provide a clear, transparent, and accessible process for
raising complaints about MS Together’s activities, services, or conduct. The charity is
committed to resolving complaints promptly, fairly, and professionally, ensuring all
concerns are taken seriously and addressed in line with best practice.

2. Scope

This policy applies to all complaints received by MS Together from:

• Beneficiaries: Individuals who access the charity’s services or programs.
• Donors: Individuals or organisations providing funding or support.
• Staff and Volunteers: Anyone working with or for the charity.
• Community Members: Individuals attending events, engaging with the charity, or
  otherwise affected by its activities.

This policy covers complaints about:

• Service delivery or quality of services.
• Behaviour or conduct of staff, volunteers, or representatives.
• Financial management or fundraising practices.
• Organisational policies, processes, or communications.

This policy does not cover:

• Decisions made by the CEO or Board of Trustees (which are final).
• Matters already subject to legal action or regulatory investigation.
• Complaints that are malicious, vexatious, or repetitive (see Section 6).

3. Complaints Procedure

MS Together aims to resolve complaints fairly and efficiently. The process is as follows:

Step 1: Informal Resolution

• Encouragement of Early Resolution:
  Individuals are encouraged to raise concerns informally with the relevant staff
  member or volunteer where possible.
  Most complaints can be resolved quickly through discussion or clarification.
• Timeframe:
  Informal complaints should ideally be resolved within 5 working days.

Step 2: Formal Complaint

If a complaint cannot be resolved informally, the individual may submit a formal
complaint:

• Submission:
  Complaints should be submitted in writing via email to the CEO at
  amy.thompson@mstogether.org, including:
  • Clear description of the issue or concern.
  • Complainant’s name and contact details.
  • Relevant information or evidence (e.g., dates, witnesses).
  • If the complaint concerns the CEO, it should be submitted to the Chair of
    the Board of Trustees at marc.smith@mstogether.org.
• Acknowledgement:
  MS Together will acknowledge receipt of the formal complaint within 5 working
  days.

Step 3: Investigation

• Review and Assessment:
  Complaints will be reviewed by the CEO, a trustee, or another appropriate person.
  The investigation may include:
  • Examining complaint details.
  • Interviewing the complainant, witnesses, or relevant parties.
  • Collecting supporting documentation.
• Timescale:
  Investigations will be completed and a formal response issued within 30 working
  days. In complex cases, the complainant will be informed of any delays.

Step 4: Outcome and Resolution

• Communication of Decision:
  The complainant will receive a written response outlining the decision, any actions
  taken, and measures to prevent recurrence (if relevant).
• Appeals:
  Dissatisfied complainants may appeal in writing to the Chair of Trustees.
  The Board of Trustees will provide a final written decision within 10 working days.
  The Board’s decision is final.

4. Confidentiality

• All complaints are treated confidentially, shared only with those involved in
  investigation or resolution.
• Personal details of complainants and others involved will be kept secure and used
  solely for complaint resolution.
• For serious allegations (e.g., safeguarding), MS Together will follow legal and
  regulatory requirements aligned with the Safeguarding Policy.

5. Monitoring and Reporting

• Record Keeping:
  All complaints (informal and formal) will be securely logged and recorded.
• Annual Review:
  The Board of Trustees will receive an annual report summarising complaints
  received and resolutions.

6. Responsibilities

• Staff and Volunteers: Understand the complaints process and direct complaints to
  the appropriate person.
• CEO: Responsible for managing complaints in line with this policy.
• Board of Trustees: Oversee the complaints process and ensure transparency,
  fairness, and accountability.

7. Vexatious Complaints

• MS Together may choose not to investigate complaints that are malicious,
  vexatious, repetitive, or unfounded.
• This includes complaints intended to harass, disrupt, or undermine the charity, or
  repeated complaints without reasonable cause.
• Decisions not to investigate will be communicated in writing to the complainant.
• ‍

6. Responsibilities

• Staff and Volunteers: Understand the complaints process and direct complaints to
  the appropriate person.
• CEO: Responsible for managing complaints in line with this policy.
• Board of Trustees: Oversee the complaints process and ensure transparency,
  fairness, and accountability.

8. Review and Updates

This policy will be reviewed at least every two years to ensure relevance and effectiveness.

Any changes will be communicated to staff, volunteers, and stakeholders.