Complaint Policy

1. Introduction

We Hold A Hand is committed to maintaining the highest standards in our services and interactions with staff, volunteers, service users, and stakeholders. We value feedback and take complaints seriously, ensuring they are addressed in a fair, transparent, and timely manner.

2. Purpose

The purpose of this policy is to:

• Provide a clear process for lodging complaints.
• Ensure complaints are handled with fairness, confidentiality, and professionalism.
• Use feedback to improve our services and prevent future issues.

3. Scope

This policy applies to:

• Staff and volunteers.
• Service users and beneficiaries.
• Therapists, freelancers, and interns are listed in our directory.
• Partners, sponsors, and other stakeholders.

4. Definition of a Complaint

A complaint is any expression of dissatisfaction related to:

• The quality of services provided.
• The behavior of staff, volunteers, or affiliated individuals.
• Any perceived breach of policy or ethical conduct.
• Issues related to discrimination, harassment, or safety concerns.

5. Complaint Process

• 1. Informal Resolution: We encourage individuals to raise concerns directly with the relevant party, where appropriate, to seek a resolution informally.
• 2. Submitting a Formal Complaint: If an issue cannot be resolved informally, a formal complaint can be submitted via: Email: customerservice@weholdahand.com
• 3. Acknowledgment: Complaints will be acknowledged within five working days.
• 4. Investigation: A designated complaints officer will investigate the matter within 14 working days.
• 5. Resolution and Response: A written response outlining findings and any corrective action will be provided within 21 working days.
• 6. Appeals Process: If the complainant is dissatisfied with the resolution, they may request a review by senior management.

6. Confidentiality

• Complaints will be handled with strict confidentiality.
• Information will only be shared with relevant parties involved in the resolution process.
• Anonymous complaints will be considered if sufficient details are provided.

7. Protection Against Retaliation

We Hold A Hand prohibits retaliation against any individual who lodges a complaint in good faith. Any form of reprisal will be treated as a serious breach of our policies.

8. Monitoring and Improvement

• Complaints will be recorded and analyzed to identify trends and improve our services.
• Periodic reviews of this policy will be conducted to ensure effectiveness.

9. Contact Information

For any complaints or further information, please contact: Complaints Officer Name:

Kelly Mudsami
Email Address: customerservice@weholdahand.com