1. Introduction

SI (Soroptimist International) Ltd (herein referred to as SI), and as the Trustee of the Soroptimist International Foundation (herein referred to as SIF), welcomes feedback on the services it provides. These comments will be regarded as a useful tool to enable us to review and improve the service we provide to our members and other partners.

 

2. What is a Complaint

A complaint is defined as ‘any expression of dissatisfaction requiring a response’.  This may be made by the complainant or on behalf of a complainant.

The objective in dealing with complaints is to ensure that they are resolved quickly and in an appropriate manner.

In line with the process detailed below, staff should also exercise judgment in respect of the need to report complaints immediately, particularly those of a serious nature, to the Global Executive Director and/or SI President.

Where a complaint refers to the actions of a member of staff, that member of staff must be advised of the nature of the complaint and the response to the complaint.  In the event of any investigations or hearing arising from the complaint the member of staff in question will have full access to all documents and records in respect of the complaint.

All information and records we receive will be treated as confidential in keeping with the General Data Protection Regulations 2018.

 

3. What to do if you have a complaint

Details should be sent in writing to the Global Executive Director.

If the complaint concerns the GED in which case it should be addressed to the President of SI (Soroptimist International) Ltd.

If the complaint is in regard to the wellbeing of children, young people and vulnerable adults, the complaint should be directed to the Designated Safeguarding Officer at SI (Soroptimist International) Ltd.  Such complaints will be handled as per the Safeguarding Policy.

Your letter/email should state

• What the complaint is about
• Member(s) of staff, or governing committee involved
• When the event about which you are complaining occurred and if it is still happening
• What action/remedy would you expect to see as an outcome

 

4. What will happen when your complaint is received

• You will receive an acknowledgment within five working days advising you who is dealing with your complaint and when you may expect a fuller report. SI reserves the right to show all correspondence to its appointed solicitor
• The person responsible will investigate all aspects of your complaint, allowing others involved to make their contribution, possibly returning to you for supporting information or evidence
• They may also seek an independent review by a third party
• A full report, together with details of any action taken or recommendations for further action will be sent to you within 28 days of receipt of the complaint. If it is not possible to provide a full report within this time you will be advised, and an interim report given including details of action still to be taken
• SI will retain a record of the complaint for at least 24 months from the date the complaint was made apart from where data protection law requires that the information be put beyond use earlier than this.
• Records will include details of the complaint, the date it was received, details of any investigation that was undertaken, the outcome of the investigation and any communications regarding the issue.

 

5. What to do if you are still not satisfied

• You may ask for your complaint to be reviewed by the SI Board
• The decision of the Board is final

 

6. What happens when your complaint has been satisfactorily dealt with

• The Global Executive Director will maintain a complaints register
• This is reviewed annually by the Executive Team
• Where appropriate, the Executive Team will make recommendations to the SI Board for changes in policy or practice

 

SI welcomes and invites your feedback to help us constantly improve the quality of services we provide. You can do this by either completing the online feedback form or by contacting the Global Executive Director at email hq@soroptimistinternational.org

Make a complaint

To make a complaint please send a letter or email providing as much detail as you can about your complaint. Tell us:

• What the complaint is about
• Member(s) of staff, director, position holder or governing committee involved
• When the event about which you are complaining occurred and if it is still happening
• What action/remedy would you expect to see as an outcome

 

All complaints are treated with an appropriate level of confidentiality. Complaints will be dealt by adopting the following principles:

Complaints Management Principles

• SI will ensure complainants understand how a resolution will be sought
• Formal complaints will be recorded and acknowledged, and their progress documented
• An appropriate response will be provided as soon as possible and will be communicated to the complainant
• Volunteers and others will deal with the issue and with appropriate skills and experience and independence
• Privacy and confidentiality will be maintained to the greatest extent possible