Complaints Policy

At EGFR Positive UK, we are committed to transparency, fairness, and integrity in everything we do. We take all complaints seriously and aim to resolve them promptly, respectfully, and constructively.

This procedure outlines how members of the public, beneficiaries, volunteers, or other stakeholders can raise a concern or complaint about the conduct of the charity, including its trustees and volunteers.

1. What is a Complaint?

The behaviour or conduct of a trustee or volunteer
The quality, delivery, or impact of the charity’s services or activities
A decision or action taken by the charity which is perceived as unfair,inappropriate, or harmful

2. Raising a Complaint

Informal Resolution (where appropriate):

In many cases, issues can be resolved informally through open and respectful dialogue. We encourage anyone with a concern to raise it with a relevant trustee or volunteer as early as possible.

Formal Complaints:

If informal resolution is not appropriate or does not resolve the issue, a formal complaint may be submitted in writing.

Please include the following in your written complaint:

Your full name and contact details
A clear and concise description of the issue
Relevant dates, names of individuals involved, and any supporting evidence
The outcome you are seeking

3. How We Handle Complaints

We will acknowledge your complaint within 5 working days.
A trustee not involved in the issue (where possible), or the Non-Executive Chair (in cases involving trustees), will conduct a fair and thorough review.
You will receive a written response within 15 working days. If more time is needed (e.g., to gather further information), we will keep you informed of the revised timeline.

We uphold the following principles throughout the process:

Respect – All individuals will be treated with dignity and fairness.
Confidentiality – All discussions and records will remain confidential, unless disclosure is legally required.
Impartiality – All complaints will be handled objectively, avoiding bias or conflicts of interest.
Timeliness – We will aim to resolve complaints promptly to prevent escalation.

4. Complaints About Trustees or Volunteers

Complaints about a volunteer will be reviewed by a trustee.
Complaints about a trustee will be handled by the Non-Executive Chair,or an independent party if necessary.
Complaints about the Chair will be investigated by two other trustees, and external advice may be sought to ensure impartiality.
If the complaint relates to a Board decision or policy, it will be considered at the next scheduled Board meeting. If urgent, the Chair may convene a meeting within 7 days.
We are committed to handling sensitive complaints with discretion and fairness, and no one will be disadvantaged for raising a genuine concern.

5. Resolution Process

The investigating trustee or committee will present their findings at a Board meeting held within 7 days of completing the investigation.
The Board will review the findings and determine appropriate actions, if any.
The complainant will be informed of the Board’s decision in writing.
There is no appeal process beyond the Board’s final decision.
Communication between trustees and committee members (including independent advisors) may occur via email, but all decisions must be made during formally convened meetings (via Zoom, Teams, or in person).
All documents related to the complaint (emails, reports, minutes) will remain confidential to the Board unless disclosure is legally required.
Complaints involving harassment, bullying, or discrimination will be treated with zero tolerance and may result in immediate disciplinary action, including dismissal.
If warranted, the trustee or volunteer in question may receive a formal warning or have their responsibilities reassigned.

6. Escalation

If you are not satisfied with the outcome of your complaint and believe it involves serious misconduct, mismanagement, or risk to the charity’s assets or reputation, you may escalate the matter to the Charity Commission.

For more guidance:

Website: www.gov.uk/complain-about-charity

7. Review of This Procedure

This complaints procedure will be reviewed annually by the Board of Trustees, or sooner if necessary to reflect changes in best practice, legislation, or organisational needs.

4th July 2025