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Complaints Policy & Procedure

Aspire NN Website Complaints Policy & Procedure

Policy Statement

Aspire NN is committed to maintaining high standards of service in all areas of its work and to ensuring that anyone who uses our website is treated fairly, respectfully, and transparently.

This policy sets out how Aspire NN handles complaints about its website, content, services, or conduct as presented online, and how you can raise a concern or complaint, how we respond, and how we learn from complaints.

Definitions
  • Complaint: Any expression of dissatisfaction, whether verbal or in writing (including email, via a web contact form, social media, or other communication channels), about Aspire NN’s website content, design, accessibility, user experience, data handling, or other services as delivered via the website, which has not been resolved informally.
  • Complainant: Any individual or organisation making a complaint.
  • Website services: All content, interactive features, forms, information, downloads, social media integration etc. provided through Aspire NN’s website.
Scope

This policy covers complaints relating to:

  • The accuracy, clarity, or appropriateness of content on the website.
  • Accessibility issues (e.g., difficulties viewing or navigating the site, whether for reasons of disability).
  • Privacy, data protection or cookies, in respect of how user data is handled via the website.
  • Misleading, outdated, or broken links, errors or omissions.
  • Any failure in service directly attributable to the website (e.g. forms that fail, downloadable resources missing).
  • Website security concerns, or other matters arising from how the website is run.

It does not cover:

  • Complaints about Aspire NN’s wider operations unless those are specifically about something on the website.
  • Employment matters, internal staff disputes, or volunteer issues (unless via the website).
  • Complaints that are the subject of legal proceedings (until resolved).
Who Can Complain

Any person or organisation who uses or visits the Aspire NN website or is affected by its content or functionality may make a complaint under this policy.

How to Make a Complaint

You can make a complaint in the following ways:

  1. Informal / First Contact
    If possible, you should first contact the person responsible (e.g. via the website contact address) or the relevant Aspire NN staff member to try to resolve the issue quickly.
  2. Formal Complaint
    If the issue is not resolved informally, or you wish to raise it formally, please send your complaint in writing to:

    • Email: info@aspirenn.org.uk
    • Post: Aspire NN, Registered Address; 3 The Business Exchange, Rockingham Road, Kettering, NN16 8JX

When making a formal complaint, please include:

  • Your name, contact information (email, telephone or postal address)
  • A clear description of the complaint: what went wrong, when, where, who was involved (if known)
  • What outcome you are seeking (what you would like us to do to resolve the matter)
  1. Timeframe
    We ask that complaints are made as soon as possible, normally within 3 months of the event or issue arising. Delays may affect the ability to investigate.
Our Complaints Procedure
Stage What Happens Timescales*
Acknowledge We will acknowledge receipt of the formal complaint within 5 working days, indicating who is handling it and what the next steps are. 5 working days
Investigation The complaint will be investigated by a staff member or manager who was not directly involved in what is being complained about, if feasible. We will gather information, speak to relevant persons, examine evidence, and consider relevant policies. We aim to complete the investigation within 20 working days from acknowledgement. If the complaint is complex, we will inform the complainant and set a revised timeline, giving regular updates.
Decision We will provide a written response setting out our findings, whether the complaint is upheld or not, and any action we propose to take. We will also offer an apology if appropriate. At the end of the investigation phase (within or by the revised timeline).
Appeal / Review If you are dissatisfied with the decision, you can request a review by a senior staff member or a trustee (depending on organisation structure). This must be done within 10 working days of the decision. Review completed within 15 working days after appeal request.

* “Working days” excludes weekends and UK public holidays.

 Remedies

Depending on the outcome, Aspire NN may:

  • Correct or amend content on the website.
  • Fix any technical or accessibility issues.
  • Provide a written apology.
  • Give an explanation of how or why the issue occurred.
  • Take steps to prevent a recurrence (e.g. changing procedure, reviewing content workflow).
Confidentiality & Data Protection
  • All complaints will be handled sensitively and in accordance with relevant data protection legislation (e.g. UK GDPR).
  • Personal data will only be shared with those within Aspire NN who need to know in order to investigate or resolve the complaint.
  • The identity of the complainant will be kept confidential unless disclosure is necessary (e.g. to investigate) or with the complainant’s consent.
Unacceptable Behaviour

While Aspire NN aims to treat all complainants with respect, the charity reserves the right to manage or refuse complaints or restrict correspondence if behaviour becomes unreasonable, abusive, or vexatious. If this happens, we will:

  • Inform the complainant the behaviour is unacceptable.
  • State what restrictions may be applied (e.g. limiting contact to writing, limiting frequency).
  • Review any restrictions after a set period.
 Reporting, Monitoring & Learning
  • Aspire NN will keep records of all complaints, including date received, nature of complaint, actions taken, outcomes, and timescales.
  • Patterns or recurring issues will be identified so that improvements can be made.
  • A summary of complaints (number, type, outcome, lessons learned) will be reported periodically to Aspire NN’s senior management and/or governing body (e.g a Board of Trustees).
  • Where required by law or regulatory bodies (for example under fundraising regulation), Aspire NN will include relevant complaint metrics in annual reports.
External Escalation

If after following Aspire NN’s formal complaints procedure you remain dissatisfied, you may have recourse to external bodies, depending on the nature of the complaint:

  • The Fundraising Regulator (if the complaint relates to fundraising practices) Fundraising Regulator+1
  • The Charity Commission (for serious issues concerning trusts, misuse of funds, regulatory non-compliance) UK
  • Other relevant regulators (e.g. Information Commissioner’s Office for data protection / privacy complaints).
  • If applicable, Ombudsmen/Alternative Dispute Resolution bodies.
Review of this Policy

This policy will be reviewed at least every two years, or sooner if required by changes in law or best practice, or in light of lessons from complaints handling.