Complaints Policy

Our Commitment

Trauma Research UK is committed to providing a high-quality service in an open and accountable way. We welcome feedback and complaints as a way to improve our services. We aim to ensure:

• Making a complaint is as easy as possible.
• Complaints are treated seriously, promptly, and politely.
• We respond appropriately, including explanations, apologies where required, or information on actions taken.
• Lessons are learned, and policies are reviewed annually.

Responsibilities

Trauma Research UK will:

• Acknowledge formal complaints in writing.
• Respond within stated timelines.
• Deal fairly and sensitively with complaints and take action where appropriate.

The complainant will:

• Submit complaints in writing within 6 weeks of the issue arising.
• Raise concerns promptly and clearly.
• Provide relevant details and allow a reasonable time for response.
• Recognise that some circumstances may be beyond the charity’s control.

Confidentiality

All complaints will be treated confidentially wherever possible. If confidentiality cannot be maintained, the complainant will be informed.

Complaints Procedure

Step 1 – Informal Resolution

Staff and volunteers should first try to resolve concerns informally. If this is not possible, the formal procedure should be followed.

Step 2 – Formal Complaint

• Complaints should be sent via email: info@traumaresearchuk.org or in writing to: Trauma Research UK, 9-13 Water Street, Rochdale, Greater Manchester, OL16 1TQ
• Complaints must include the complainant’s name and contact details.
• Acknowledgement will be sent within 1 week.
• A response will be provided within 4 weeks; if this is not possible, the complainant will be notified in writing.

Step 3 – Trustees Review

• If the complainant is not satisfied, the Board of Trustees will review the complaint.
• Trustees may carry out further interviews and review relevant records.
• A final written response will be issued within 4 weeks.

All complaints are documented and retained for 5 years.

Policy Review

This policy is reviewed annually and may be updated by the charity at its discretion.

Contact

For complaints or further information: info@traumaresearchuk.org