FOR MEMBERS, RELATIVES, VOLUNTEERS AND THE GENERAL PUBLIC

Policy Statement

The Trustees of Dyscover are committed to providing an environment where all those who use Dyscover’s services and members of the public feel able to give feedback and raise areas of concern. To this end they have put in place a framework to provide a robust process for raising complaints.

Policy Framework

Complaints may be made by an individual, or by/with their Advocate about any activity, service or other issue relating to Dyscover.

Complaints should be made , in the first instance, to the Director of Business who will respond to that person within 14 days, and who will make a written record of the complaint in consultation with the complainant.

If the outcome is not thought to be satisfactory by the person who made the complaint, the matter may then be taken to the Chair of the Board of Trustees for further consideration. A written response will be given as quickly as possible after an appropriate investigation has taken place.

Failing this, the complaint may be made on the Charity Commission website or at gov.uk here; telephoning the Charity Commission on 0300 066 9197 Monday to Friday 9.00am – 5.00pm or by writing to the Charity Commission, PO Box 211, Bootle, L20 7YX.

Unsatisfactory responses to complaints relating specifically to fundraising should be referred to the Fundraising Regulator. A complaint can be made by completing the Fundraising Regulator’s online form or by writing to Fundraising Regulator, Eagle House, 167 City Road, London, EC1V 1AW .

Complaints relating to the use of personal data by Dyscover may be made to the Information Commissioner’s Office by starting a live chat here; or by telephoning 0303 123 1113 .

Minor complaints should be discussed directly with the Director of Business and other appropriate members of the team. Dyscover’s response to any minor complaints will be given to the person who made the complaint as soon as practicable.

Note: any letters or emails of complaint written on behalf of Dyscover to outside agencies must first be approved by the Chair of the Trustees.

Reviewed and Approved by Trustees: June 2023