Complaints Policy

CIHT views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

Our policy is:

  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint;
  • To publicise the existence of our complaints procedure so that people know
  • How to contact us to make a complaint;
  • To make sure CIHT staff know what to do if a complaint is received;
  • To make sure all complaints are investigated fairly and in a timely way;
  • To make sure that complaints are, wherever possible, resolved;
  • To gather information which helps us to improve what we do.


Complaints about CIHT Members

The following procedure refers to complaints about the Institution. If you wish to make a complaint about a member of CIHT please click here instead.
 

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of CIHT’s services.

Complaints may come from any person or organisation who has a legitimate interest in CIHT or receives a service from CIHT.

A complaint needs to be submitted in writing using the CIHT Complaint Form.
 

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
 

Responsibility

Overall responsibility for this policy and its implementation lies with the Director of Corporate Services on behalf of the Audit Committee.
 

Monitoring and Learning from Complaints

Complaints are reviewed annually to identify any trends which may indicate a need to take further action. An annual report on complaints will be made to the Audit Committee.
 

CIHT Complaints Procedure

Complaints using the CIHT Complaints Form should be sent to CIHT at 119 Britannia Walk, London N1 7JE or by e-mail to info@ciht.org.uk

Complainants considering making a complaint can phone 0207 336 1555 or speak in person to any of CIHT’s staff at 119 Britannia Walk, London N1 7JE or at any CIHT events or activities. The complainant may ask to speak to the Director of Corporate Services or any other senior member of staff.
 

Resolving Complaints – CIHT’s Complaints Procedure

Stage One

CIHT believes a complaint can in many cases be resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.

Although a complaint may initially be in person, by phone, email or letter if that matter is not resolved at this stage it will need to be submitted in writing to CIHT.

On receiving the complaint, the Director of Corporate Services will record it in the complaints log. The complaint will be assigned to an appropriate person to investigate it and to take appropriate action.

If the complaint relates to a specific person, they will be informed and given a fair opportunity to respond. Complaints will be acknowledged by the person handling the complaint within five working days. The acknowledgement will state who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure will be included.

Complainants should receive a definitive reply within twenty working days. If this is not possible because for example, an investigation has not been fully completed, a progress report will be sent with an indication of when a full reply will be given.

Whether the complaint is upheld or not, the reply to the complainant will describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
 

Stage Two

If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at a higher level. At this stage, the complaint will be passed to the Chief Executive.

The request for higher level review will be acknowledged within five working days of receiving it. The acknowledgement will say who will deal with the case and when the complainant can expect a reply.

The Chief Executive may investigate the facts of the case themselves or delegate a suitably senior person not previously involved with the case to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One.

If the complaint relates to a specific person, they will be informed and given a further opportunity to respond.

The person who dealt with the original complaint at Stage One will be kept informed of what is happening.

Complainants should receive a definitive reply within twenty working days. If this is not possible because for example, an investigation has not been fully completed, a progress report will be sent with an indication of when a full reply will be given.

Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

The decision taken at this stage is final, unless the Chief Executive decides it is appropriate to seek external assistance with resolution.
 

External Stage

The complainant can complain to the Charity Commission at any stage. Information about the kind of complaints the Commission can involve itself in can be found on their website at: www.charitycommission.gov.uk/publications/cc47.aspx
 

Variation to the Complaints Procedure

CIHT may vary the procedure for good reason. This may be necessary for example to avoid a conflict of interest.