Complaints

Oldham Enterprise Trust CIO – Complaints Procedure

Statement of Policy

Oldham Enterprise Trust CIO (OET CIO), Registered Charity No. 1172213, is committed to delivering high-quality services that support and empower the people and communities we serve. We recognise the importance of listening, learning, and continuously improving. If our service falls short of expectations, we encourage you to tell us so we can address concerns promptly, fairly, and transparently.

This policy outlines how individuals can raise concerns or complaints, how these will be managed, and our commitment to resolving issues constructively.

The Board of Trustees holds overall responsibility for ensuring that complaints are handled appropriately and that learning from complaints informs organisational improvement. Day-to-day management of complaints rests with the Trust Manager.

 

Scope

This policy applies to complaints raised by service users, beneficiaries, parents or carers, volunteers, partners, funders, and members of the public regarding the activities or services of Oldham Enterprise Trust.

This policy does not replace safeguarding reporting procedures or whistleblowing processes, which operate under separate policies.

 

Our Commitment

OET is committed to:

  • Providing a clear, accessible, and fair process for raising complaints.
  • Responding to concerns promptly, respectfully, and without prejudice.
  • Ensuring all complaints are handled confidentially and in line with data protection requirements.
  • Investigating complaints thoroughly and objectively.
  • Learning from feedback to improve our services and organisational practices.
  • Ensuring complainants are treated with dignity and are not disadvantaged for raising a concern.

 

Informal Resolution

We encourage concerns to be raised informally in the first instance, as many issues can be resolved quickly and effectively.

  • If you are dissatisfied with any aspect of OET’s service, please speak directly to the Trust Manager or trustee.
  • If your concern relates to an individual and you feel unable to speak to them directly, you may contact the Oldham Enterprise Trust Manager or a Trustee.
  • Where possible, we will provide an immediate response. For more complex matters, an initial reply will be provided within five working days.
  • Where a complaint relates to safeguarding concerns, it will be managed in accordance with OET’s Safeguarding Policy and Internal Escalation Procedures.

 

Acknowledgement and Investigation

  • All written complaints will be formally logged.
  • You will receive a written acknowledgement within three working days.
  • A full response will normally be provided within ten working days, outlining findings and any actions to be taken.
  • If additional time is required, you will receive an interim update explaining progress and next steps.

 

Escalation

If you are dissatisfied with the outcome of your complaint, you may request a review by the Chair of Trustees. Requests for review must be submitted within ten working days of receiving the initial response.

The Chair will review the complaint and provide a written response within ten working days wherever possible.

If a complainant remains dissatisfied following internal review, they may raise concerns with the Charity Commission for England and Wales. The Charity Commission does not investigate individual complaints but may consider concerns relating to governance or misconduct.

 

Positive Feedback

We also welcome feedback when our services meet or exceed expectations. Positive comments help us recognise good practice and motivate our team.

 

Support and Contact

If you would like to discuss a concern or complaint before submitting it, you may contact us via email:

wendy@oldhamenterprisetrust.org.uk

We are here to support you and ensure your experience with Oldham Enterprise Trust is constructive and valued.