Written complaints may be sent to Knitted Knockers UK (referred to as KKUK in the remainder of this procedure document) should be sent via e-mail to any of the following addresses:
In addition to the above e-mail contacts, members of KKUK Knitting Group on Facebook may use the private messaging (PM) option within Facebook for initial contact to any admin or Trustee.
Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have.
For further guidelines about handling complaints, refer to http://www.governancecode.org
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. On receipt of complaint, the recipient will contact The Secretary ( or Vice Secretary) in order for the complaint to be recorded on the KKUK Complaints Log.
The recipient will then forward the complaint to the appropriate Trustee whose responsibility it is to oversee those issues ( refer to roles & responsibility). That person may then be able to resolve the complaint swiftly and should do so if possible and appropriate.
Whether or not the complaint has been resolved, the complaint information should be passed back to the Secretary (or Vice Secretary) within one week of receipt. On receiving the complaint, Secretary (or Vice Secretary)will update the complaints log accordingly. 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 respond.
Complaints should be acknowledged by the person handling the complaint within 7 days. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.
Ideally complainants should receive a definitive reply within 28 days. 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 complainant feels that the problem has not been satisfactorily resolved at Stage One,
they can request that the complaint is reviewed at Board level. At this stage, the complaint
will be passed to the Chair. The request for Board level review should be acknowledged within one week of receiving
it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.
The Chair 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.
If the complaint relates to a specific person, they should be informed and given a further opportunity to respond.
The person who dealt with the original complaint at Stage One should be kept informed of what is happening.
Ideally complainants should receive a definitive reply within 28 days. 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.
The complainant can complain to the Charity Commission at any stage. Information about the kind of complaints the Commission can involve itself in can be found on their website at: www.charitycommission.gov.uk/publications/cc47.aspx]
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 the Chair should not also have the Chair as the 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 action.