CIHT views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.
Our policy is:
The following procedure refers to complaints about the Institution. If you wish to make a complaint about a member of CIHT please click here instead.
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of CIHT’s services.
Complaints may come from any person or organisation who has a legitimate interest in CIHT or receives a service from CIHT.
A complaint needs to be submitted in writing using the CIHT Complaint Form.
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Overall responsibility for this policy and its implementation lies with the Director of Corporate Services on behalf of the Audit Committee.
Complaints are reviewed annually to identify any trends which may indicate a need to take further action. An annual report on complaints will be made to the Audit Committee.
Complaints using the CIHT Complaints Form should be sent to CIHT at 119 Britannia Walk, London N1 7JE or by e: info@ciht.org.uk
Complainants considering making a complaint can phone +44 (0)207 336 1555 or speak in person to any of CIHT’s staff at 119 Britannia Walk, London N1 7JE or at any CIHT events or activities. The complainant may ask to speak to the Director of Corporate Services or any other senior member of staff.
Stage One
CIHT believes a complaint can in many cases be resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.
Although a complaint may initially be in person, by phone, email or letter if that matter is not resolved at this stage it will need to be submitted in writing to CIHT.
On receiving the complaint, the Director of Corporate Services will record it in the complaints log. The complaint will be assigned to an appropriate person to investigate it and to take appropriate action.
If the complaint relates to a specific person, they will be informed and given a fair opportunity to respond. Complaints will be acknowledged by the person handling the complaint within five working days. The acknowledgement will state who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure will be included.
Complainants should receive a definitive reply within twenty working days. If this is not possible because for example, an investigation has not been fully completed, a progress report will 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 will describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
Stage Two
If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at a higher level. At this stage, the complaint will be passed to the Chief Executive.
The request for higher level review will be acknowledged within five working days of receiving it. The acknowledgement will say who will deal with the case and when the complainant can expect a reply.
The Chief Executive may investigate the facts of the case themselves or delegate a suitably senior person not previously involved with the case 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 will be informed and given a further opportunity to respond.
The person who dealt with the original complaint at Stage One will be kept informed of what is happening.
Complainants should receive a definitive reply within twenty working days. If this is not possible because for example, an investigation has not been fully completed, a progress report will 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 Chief Executive 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
CIHT may vary the procedure for good reason. This may be necessary for example to avoid a conflict of interest.
To find out more information about the governance of CIHT please contact e: governance@ciht.org.uk
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