Complaints

1. Procedure

• What you should do:

The complaint should be made either by letter or email to the CEO, who will acknowledge, in writing, within 5 working days, the receipt of any complaint.  In addition to stating the nature and circumstances of the complaint, the complainant is strongly encouraged to outline the remedial action they wish to be taken. 

If the complaint is about the CEO, the complaint should be addressed to the Chair of Trustees (marked ‘confidential’). 

• What BFB will do:

A member of BFB Staff or a Trustee will investigate the circumstances leading to the complaint and will communicate the results of the investigation to the complainant within a reasonable time – normally within 10 working days of the complaint being received.  If the complaint is found to be justified, the Chair will agree any necessary further action with the complainant. The complaint will only be shared with relevant parties.

The complainant will have the right – if dissatisfied with the results of the enquiry – to put their case, in writing, to an appeal panel of three Trustee Board members. The appeal must be lodged within 10 working days from the date of the original findings of the complaints procedure.  The appeal will be dealt with within 28 days of receipt of the wish to appeal.

If the appeal is found to be justified, the appeal panel will agree any necessary further action with the complainant.  The decision of the appeal panel is final, and no further appeal is possible.

The Chair will keep the Trustee Board informed of the number and nature of complaints, and the outcomes.  They will report to the Board on this at least annually.