NSNS Complaints Policy

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Introduction

New Stoke Newington Shul (NSNS) wants to be a community that is welcoming and safe for all its members, volunteers, visitors, and employees. Sometimes we may get things wrong. This policy exists to offer a formal procedure for raising complaints, so that we can address our mistakes and respond to them in an appropriate, timely, and fair manner.

Definition

For the purposes of this policy, a complaint is an expression of dissatisfaction by one or more members, volunteers, visitors or employees about NSNS’s action(s) or lack of action, or about the standard of service provided by, or on behalf, of NSNS.

Making a complaint

General principles

All complainants have the right to be heard, understood and respected, as do people working and volunteering for NSNS. All people making use of this policy should act in a courteous and respectful manner, and may expect to be treated in the same way.

When a complaint is made, NSNS should usually respond as set out by this policy. However, complaints may occasionally be raised about matters that are not the responsibility of NSNS. In such instances, NSNS should offer advice about appropriate channels through which a complaint can be made.

When to make a complaint

There is no maximum time-limit for making complaints. However, Complainants are urged to raise any complaints in a timely manner, as this will make it easier to collect any contemporaneous evidence which may be unavailable at a later date.

Informal resolution

Wherever possible, we believe it is preferable to resolve complaints informally, because this can offer faster and more direct resolution.

In the first instance, it is suggested that complaints are raised with the Rabbi, another relevant employee of NSNS or a member of NSNS’s council or Board of Trustees.

The person to whom the complaint is made should attempt to resolve the complaint informally.

It is our hope that complaints be resolved via this informal process. However, when a complaint cannot be resolved informally, it may be escalated to the formal process. Reasons for proceeding to the formal process may include:

  • The relevant individual at NSNS is unable or unwilling to respond informally
  • The complainant is unhappy with the response they have received

Formal complaints process

How to make a formal complaint

Formal complaints can be made in the following ways.

        ●    By email to:

chair@nsnshul.org.uk

●         By post to:

NSNS Complaints c/o 40 Chesholm Road

London N16 0DR

What to include

A formal complaint should include the following information:

  • The name and contact details of the complainant
  • Whether the complaint is being made on behalf of someone else (and that other person’s details, if so)
  • Description of the complaint, containing dates and times
  • Description of the complainant’s concerns
  • Description of the complainant’s desired outcomes(s)
  • Preferred methods of communications

If a complaint does not include this information, it will still be treated as a complaint. However, the complainant may be asked to provide supplementary details.

Who handles complaints

Formal complaints are in the first instance handled by NSNS’s Complaints Officer. Unless the Council decides otherwise, the Chair(s) of the shul will act as Complaints Officer.

The current Complaints Officer is Judy Lever-Chain (judy.lever-chain@nsnshul.org.uk).

If a complainant does not wish to submit the complaint to the Complaints Officer, they may submit it to Rabbi Roni Tabick (rabbi@nsnshul.org.uk).

If the complainant also does not wish to submit the complaint to Rabbi Roni Tabick, they may submit it to the CEO of Masorti Judaism UK.

Response

The person receiving the complaint on behalf of NSNS should acknowledge receipt of the complaint in writing within 5 working days.

Appointing an Investigator

The person receiving the complaint should appoint an Investigator, who will operate on behalf of NSNS, within 5 working days. The appointment should be agreed with the Chair(s) of the Council. If the person receiving the complaint is also the Chair, the appointment should be agreed with another member of the Council.

The Investigator will usually be an NSNS member, volunteer, or employee. In the cases of a serious complaint, an external Investigator may be appointed.

The complainant should be told who has been appointed as Investigator.

Carrying out investigation

If the complainant makes a complaint on behalf of someone else, that person’s permission should be obtained before proceeding with the investigation.

The Investigator should set out their understanding of the complaint. This summary should be agreed with the complainant.

The investigator should gather necessary information about the complaint. This may include, but is not limited to, reviewing written information and holding interviews.

Throughout the investigation, the investigator, NSNS Council, and their representatives should communicate with the complainant in a manner that is open, honest, clear, and timely.

NSNS should resolve complaints as quickly as possible, and ideally within 10 working days of the investigation beginning. However, a complex complaint may take longer to resolve. In this case, the Investigator should:

  • Let the Complainant know, within 10 working days of the investigation beginning, why the investigation will take longer, and provide an estimated timeline
  • Provide updates to the Complainant at least every 10 working days on the progress of the investigation

Please note that for the purpose of this policy, ‘working days’ excludes Jewish holidays.

Outcome

The Investigator should write a report of their investigation once it has been concluded. The report should include:

  • The summary of the original complaint previously agreed with the Complainant
  • A summary of the investigation and its findings ●      A decision as to whether the complaint or not is upheld ●          If the complaint is upheld:

                        ○    An explanation of what happened and why

○    A description of any changes that NSNS should make to avoid the same problems recurring

○    A description of any redress that NSNS should make to the Complainant (or the person on whose behalf the complaint was made) ●            If the complaint is not upheld:

                        ○    An explanation of why the complaint was not upheld

                        ○    A description of how the Complainant may appeal the decision

The report should be shared with the following people:

  • The person who originally received the formal complaint
  • The Complaints Officer
  • The Chair(s) of the Council
  • At least one other member of NSNS Council
  • The Complainant
  • Such person(s) as the Investigator deems necessary

The Investigator may make changes to the report after sharing it. However, the Investigator may not be compelled to make any changes.

Further actions

If a complaint is upheld, NSNS should apologise to the Complainant. This apology should usually be made by the Chair(s), but may also be made by another appropriate person.

If the investigation finds that NSNS should make changes to its ways of working, the Investigator is responsible for making the Chair(s) aware of their recommendations. The Chair(s) will be responsible for implementing any changes.

If the investigation finds that NSNS should make redress to the complainant, the Investigator is responsible for making the Chair(s) aware of their recommendations. The Chair(s) will be responsible for making redress.

Appealing

If a Complainant is not happy with the outcomes of their complaint, they may appeal to the designated safeguarding lead of Masorti Judaism UK, of which NSNS is a member.

The current designated safeguarding lead of Masorti Judaism can be found in Masorti Judaism’s safeguarding policy.

If a complainant is still unhappy, they may raise their concerns with the Charity Commission, because NSNS is a registered charity. Information on this process can be found on the Charity Commission website.

Persistent complainants

A Complainant may occasionally be identified as a Persistent Complainant, for example if they:

  • Make a high number of complaints about the same issue(s)
  • Continue to raise a complaint after the complaints policy has been implemented and exhausted

In exceptional cases, the Complaints Officer may name someone as a Persistent

Complainant. This must be done with the agreement of the Council Chair(s), or, if the Complaints Officer is the Chair, another member of NSNS Council. The Complaints Officer should notify the Complainant of this decision. NSNS need not respond to complaints made by a Persistent Complainant.

The status of any Persistent Complaints should be reviewed at least annually.

Confidentiality

All information regarding complaints and complainants will be handled sensitively, telling only those who need to know.. We will act in line with UK privacy legislation, including but not limited to the Data Protection Act 2018.

Review

This policy should be reviewed annually. Special attention should be paid to the named individuals and contact details.