Complaints

Empower U is committed to providing high-quality services and experiences to all individuals, including young people and grown-up adults, who engage with our charity. We value feedback and take complaints seriously as they help us improve our services and address any concerns promptly. This Complaints Policy outlines our procedures for handling complaints in a fair, transparent, and effective manner.

1. Definition of a Complaint:

Any expression of displeasure or concern regarding our programs, staff, volunteers, services, or any other part of our operations is considered a complaint. Service users, their partners, families, stakeholders, or members of the public may file complaints.

2. How to Make a Complaint:

We accept verbal, written, and in-person complaints. Our specific complaints form is available at our office and on our website. People are urged to submit as much information as they can, including the type of complaint and their contact details.

3. Complaints Handling Process:

All employees and volunteers receive thorough health and safety training from us, which covers subjects like danger identification, emergency protocols, first aid, and fire safety. We also encourage participants and guests to practice health and safety.

inquiry: We shall carry out a comprehensive inquiry into the complaint, interviewing with all parties and obtaining pertinent data.
Resolution: If necessary, we will take the necessary corrective action in order to resolve the complaint in a timely and equitable manner.
Communication: We will provide updates to the complainant as needed, keeping them informed of the investigation’s status and conclusions.
Feedback: To make sure the complainant is satisfied with the resolution and to pinpoint any areas that need improvement, we may ask for feedback from them once the complaint has been handled.

4. Confidentiality and Privacy:

We treat all complaints with confidentiality and respect for privacy. Information related to complaints will only be shared with individuals directly involved in the investigation and resolution process on a need-to-know basis.

5. Appeals Process:

The complainant may ask for an appeal or review if they are unhappy with how their complaint was handled. We will evaluate the complaint in a fair and unbiased manner, taking into account any fresh data or supporting documentation that is submitted.

6. Record Keeping:

All complaints that we receive are accurately documented, including with information on the complaint, the investigation process, the outcome, and any subsequent steps that were taken. These documents are protected and kept private.

7. Continuous Improvement:

We analyze complaint input to find patterns, areas that need work, and chances to improve our operations and services. We are dedicated to applying the required adjustments after receiving and analyzing complaints.

8. Contact Information:

Please contact our complaints officer at [contact email or phone number] if you would like to file a complaint or if you have any concerns about our complaints policy.