Haringey Phoenix Group

Winkfield Centre

33 Winkfield Road

Wood Green

London N22 5RP

Tel: 0208 889 7070

Haringey Phoenix Group
Haringey Phoenix Group

HPG Complaints Procedure


This policy sets out the procedures we will follow when we receive a complaint about any aspect of our services from users of the service, carers or third parties. It does not address complaints by staff or volunteers - these will be dealt with through grievance and disciplinary procedures.

We want to know if anyone is dissatisfied with any aspect of our service. This will enable us not only to deal with the specific problem, but will also help us to improve our standards.

All complaints will be treated seriously and dealt with as soon as possible. A complaint will be dealt with in an impartial and objective way.

We will discover the facts, solicit opinions, and look for different ways to resolve the matter. Complaints will be dealt with confidentially, and only those who have a need to know will be informed about the complaint or the investigation.

If the complainant is dissatisfied with the decision or the procedures, they will be informed of their right to appeal, the appeals procedure will be explained and if required the complaint will then be taken through this process.

If there is evidence that a criminal offence may have been committed, the police may need to be informed.

Step One: Dealing with complaints informally

Anyone who feels dissatisfied with any aspect of our service should, if possible, raise the matter in the first instance with the appropriate member of staff. If this is difficult or inappropriate, then speak to the manager. It may be that the member of staff or the manager can take immediate action to respond to the complaint and if necessary to apologise.

Often we will be able to give you a response straight away. When the matter is more complicated, we will be able to give you a response within 5 days.

Step Two: Making a formal complaint

If a complainant feels that:

they should inform the Manager that they wish to make a formal complaint. If the complaint is about the Manager, the complainant should inform the Chair of the Management Committee that they wish to make a formal complaint. If the complaint is about our fundraising activities it should be submitted to David Fuller, Fundraising Complaints Co-ordinator.

You can make your complaint by telephone on 020 8889 7070, email at haringeyphoenixgroup@yahoo.co.uk, fax on 020 8881 7235 or you can write to the following address:
Haringey Phoenix Group
Winkfield Resource Centre
33 Winkfield Road
N22 5RP

Recording and Investigating a Complaint

The person dealing with the complaint (either the Manager, the Fundraising Co-ordinator or the Chair) will interview the complainant and will either set down the details in writing or provide the complainant with a form for them to fill in themselves.

The complainant may choose to work with a third party at this stage and throughout the process.

The record of the complaint must be signed by the complainant, and the complainant will be provided with a copy of this record in a format appropriate to their disability, together with a written acknowledgement that the complaint is being processed and an outline of the time-scale for responding.

The Manager, the Fundraising Co-ordinator or the Chair will investigate the matter, interviewing any appropriate staff. If it is necessary to interview anyone else, the complainant's permission will be sought.

The investigation will be completed within 14 days unless there are exceptional circumstances, which will be explained to the complainant.

The Manager, the Fundraising Co-ordinator or the Chair will reply in writing or the format required by the complainant within 5 days of completing the investigation with his/her findings.

If the complainant is satisfied, they will then be asked to sign a copy of the report of the investigation and the action taken.

Step Three: Appeals

If a complainant is not satisfied with the investigation of their complaint or the action taken, they will be informed of their right to pursue the matter with the Management Committee. The Management Committee will appoint 2 of its members to act as the Complaints Panel.

The Complaints Panel will review the decision made at Step Two, and may seek further clarification from any of the parties involved. They will ensure that records of meetings are kept.

The Complaints Panel will notify the complainant of its decision and reasons within 14 days of having received notice of the complaint. The Complaints Panel's decision will be final.

Step Four: Contacting an external agency

Haringey Phoenix Group is funded by Haringey Council. If your complaint cannot be resolved within HPG you can contact:

Mr Sebastian Dacre
Commissioning Officer
Haringey Council
4th Floor
River Park House
225 High Road
N22 8HQ

If your complaint is about our fundraising activities, it must be made within 90 days of the fundraising incident or communication of which the complaint is made. If we are unable to resolve it to your satisfaction, you can ask the Fundraising Regulator, the independent regulator of charitable fundraising in the UK, to consider it by:

Haringey Phoenix Group is a member of the Fundraising Regulator and we agree to abide by its decisions. Please note that the Fundraising Regulator can only consider complaints received within 60 days of the final response of the Haringey Phoenix Group.

The Fundraising Regulator will advise you within 21 days of receiving it whether they will proceed with your complaint. Once all the evidence has been obtained the complaint will be determined by their Adjudication Committee and normally published on their website within 14 days of the Committee's decision. There is no appeal from the Fundraising Regulator's decision. It is, however, open to the parties to seek and independent review of their decision under limited criteria. The full procedure for requesting an independent review can be found in the Fundraising Regulator's complaints policy on their website.