New Era Complaints Policy

What is a complaint?

New Era North West defines a complaint as
'any expression of dissatisfaction with New Era services or with a member of New Era staff (this includes, paid staff, directors, members, and volunteers) and require a formal response’.

How do I make a complaint?

In the first instance, we encourage that concerns are raised informally by asking to speak to a member of staff. New Era will endeavour to resolve the issue quickly and appropriately. Therefore, we aim to ensure that we will:

  • Resolve informal concerns promptly
  • Keep matters low-key
  • Enable mediation between the complainant and the individual to whom the complaint has been referred

In a situation where a concern cannot be satisfactorily resolved informally, the formal complaints procedure should be followed.

How will we deal with a complaint?

New Era’s responsibility is to:

  • Ensure that the matter is dealt with by a member of the senior leadership team
  • Acknowledge the formal complaint in writing
  • Respond within a reasonable length of time
  • Deal reasonably and sensitively with the complaint
  • Take action where appropriate

A complainant's responsibility is to:

  • Bring their complaint, in writing, to New Era’s attention normally within 8 weeks of the issue arising
  • Raise concerns promptly and directly with a member of staff at New Era
  • Explain the problem as clearly and as fully as possible, including any action taken to date
  • Allow New Era a reasonable time to deal with the matter
  • Recognise that some circumstances may be beyond New Era’s control

Stage 1

If you are unable to resolve the issue informally, you should write to the member of staff (this includes paid staff, directors, members and volunteers) who dealt with you, or their manager, so that they have a chance to put things right. If your complaint concerns a Board member of New Era, rather than a member of staff, you should write formally to the individual concerned.

In your letter, you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking. You can expect your complaint to be acknowledged within 5 working days of receipt. You should get a response and an explanation within 15 working days. Our contact details can be found on our contact page.

Stage 2

If you are not satisfied with the initial response to the complaint, you can write to New Era’s Chief Executive Officer (CEO) and ask for your complaint and the response to be reviewed. You can expect the CEO to acknowledge your request within 5 working days of receipt and a response within 15 working days.

New Era’s aim is to resolve all matters as quickly as possible. However, some issues may require longer to be fully investigated. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

Final Stage

If you are not satisfied with the subsequent reply from New Era’s CEO, you have the option of writing to the Chair of the Board of Directors, stating the reason you are dissatisfied with the outcome. Our contact details can be found on the Contact Us part of New Era’s website. You must do this within 10 days of receiving the written response from New Era CEO.

The Chair of the Board of Directors (or their nominee) will respond normally within 10 working days to inform you of the action which will be taken to investigate your complaint, and when you can expect to hear the outcome of the investigation.

Note: If your original complaint was against the Chair of the Board of Directors, the final stage will be handled by the CEO, or by the Chief Operations Officer.

Will my complaint be kept confidential?

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and New Era maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality. Should this be the case, the situation will be explained to the complainant.