Complaints Policy

We take all complaints seriously and use them as an opportunity to learn, improve, and strengthen the quality, safety, and fairness of our work.

We are committed to delivering high-quality services to our community. We recognise that, despite our best efforts, concerns or dissatisfaction may occasionally arise. This policy explains how individuals can raise a complaint and how we will respond.

1. Policy Statement

Romanian Contact Point UK is committed to delivering high-quality services to the Romanian and Roma community across the United Kingdom. We take all complaints seriously and view them as an opportunity to learn, improve, and strengthen the quality, safety, and fairness of our work.

2. Purpose of This Policy

The purpose of this policy is to:

Ensure complaints are handled fairly, promptly, and transparently.
Provide a clear process for raising concerns.
Protect the rights and wellbeing of service users, staff, volunteers, and members of the public.
Support continuous improvement across all areas of our organisation.

3. Who Can Make a Complaint

Anyone who interacts with our organisation may make a complaint, including:

Service users
Members of the public
Volunteers
Partners or stakeholders
Donors or supporters

Complaints may be made on behalf of someone else with their permission.

4. What Counts as a Complaint

A complaint is any expression of dissatisfaction about:

The quality or delivery of our services.
The behaviour or actions of staff or volunteers.
The way we have communicated or handled information.
Any decision or process that has affected an individual negatively.
Any safeguarding, fairness, or accessibility concern.

5. How to Make a Complaint

You can make a complaint using any of the following methods:

Email: complain@romaniancontactpointuk.org

Phone: +44 7378 473885

Post: 40 Dunraven Avenue, LU1 1TP, Luton, UK

We encourage written complaints where possible so we can ensure accuracy. If you need support to make a complaint, we will provide reasonable assistance.

6. Our Complaints Process

Stage 1 — Informal Resolution

We aim to resolve most issues quickly and informally. A member of staff or a manager will discuss the concern with you and attempt to resolve it within 5 working days.

If you are not satisfied, you may request a formal investigation.

Stage 2 — Formal Investigation

A senior manager or designated complaints officer will:

Acknowledge your complaint within 5 working days.
Conduct a fair and thorough investigation.
Review relevant information, evidence, and statements.
Provide a written response within 20 working days.

If the investigation requires more time, we will inform you and provide a revised timescale.

Stage 3 — Escalation

If you remain dissatisfied after the formal investigation, you may escalate your complaint to:

The Board of Directors for an internal review.
The CIC Regulator (for governance-related concerns).
The Fundraising Regulator (for fundraising-related concerns).
Any other relevant statutory body depending on the nature of the complaint.

We will provide guidance on the appropriate escalation route.

7. Confidentiality and Data Protection

All complaints are handled in accordance with UK GDPR and our Data Protection Policy. Information is shared only with those who need it to investigate and resolve the complaint.

We will never discriminate against anyone who raises a complaint.

8. Safeguarding and Vulnerable Individuals

If a complaint raises safeguarding concerns, we will follow our Safeguarding Policy and may need to involve external agencies. The safety and wellbeing of vulnerable individuals always take priority.

9. Record-Keeping and Monitoring

We maintain a secure record of all complaints, including:

Nature of the complaint.
Actions taken.
Outcomes.
Lessons learned.

The Board reviews complaint trends annually to ensure continuous improvement.

10. Review of This Policy

This policy is reviewed annually by the Board of Directors or sooner if required by regulatory changes or organisational needs.

Last reviewed: May 2026
Next review due: May 2027