The Royal Medical Benevolent Fund aims to provide positive support for doctors and their dependants in need, support and development opportunities for its volunteer officers, and a courteous and business-like relationship with other stakeholders. If we fail to do this we want to know about it. This will enable us not only to deal with the specific problem, but also to avoid it happening again.
Our complaints procedure sets out how to take up matters you think are unsatisfactory in our dealings with you. Anyone wishing to make a complaint will be informed of the procedure and will be sent a copy.
Introduction
This policy sets out the procedures we will follow when we receive a complaint from a volunteer.
This procedure is intended to provide a means to resolve a dispute between the RMBF and any complainant, wherever possible. The kinds of complaint an organisation might receive will probably include:
- the way policies and procedures have been applied
- discourtesy or unhelpfulness on the part of a member of staff.
We hope that these will not prove problems at the RMBF, but if they do this policy explains how you can bring them to our attention and how we will respond to your complaint.
Stage 1
If the complainant makes a verbal complaint, the complainant is invited to phone the Head of Volunteering (HoV), or the Community & Events Fundraising Officer (CEFO) in the case of Guild Officers.
They will investigate the complaint and attempt to resolve it and a response will be provided if requested by the complainant.
If the complainant remains dissatisfied, or where it is not possible to use above the complainant should refer to Stage 2 below.
Where the complaint is against the HoV or CEFO, the same procedure will be followed, but with the Chief Executive of the organisation substituting at all stages.
Time limit
Stage 1 should be completed within 5 working days of receiving the complaint. If the named staff contact is absent for longer than 5 days the complainant should contact the Chief Executive.
Stage 2
The complainant should be asked to put their complaint in writing to the Chief Executive, marked Private & Confidential, providing as much detail of the complaint as possible.
The Chief Executive will investigate the complaint and attempt to resolve it and a response will be provided if requested by the complainant.
The Chief Executive may delegate any aspect of the investigation to a nominee.
If the complaint involves a member of staff, the Chief Executive should offer the opportunity for the member of staff to put forward their account, either by a verbal or written statement.
Time limit
Complainants will receive a response in writing within 15 working days of the letter/complaint notes being received. This letter will summarise the investigations carried out and what action, if any, is proposed to resolve the matter.
Recording and monitoring complaints
All complaints will be recorded and kept on file, for a period of three years, including those which were resolved without being put in writing. The Complaints Monitoring form shall be used to do this. All complaints shall be treated with regard to the Confidentiality policy. Where a vulnerable adult expresses a wish for concerns not to be reported to the relevant authorities, then this should be respected wherever possible. However, decisions about whether to respect the persons’ wishes must have regard to the level of risk to the individual and/or others and their capacity to understand the decision in questions and to make decisions relating to it. In some circumstances the persons’ wishes may be overridden in favour of consideration of safety for the person and other vulnerable adults.