The Koru Project Complaints Procedure
Making a complaint
The Koru Project strives for the highest standards that align with our values. However, if you wish to make a complaint please contact us using one of the following:
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Email: Admin.operations@korucic.com
Letter: Andrea Micah, Founder Director via postal address: c/o Austin House, 43 Poole Road, Westbourne. BH4 9DN.
Responding to a complaint
If we receive a complaint verbally, e.g. over the phone or face-to-face, we will make a written record. A response will be given as soon as possible and not later than within 30 days.
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If we receive a complaint electronically through email, we will respond to this via email as soon as possible and not later than within 30 days.
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If we receive a complaint via our social media, we will respond in the first instance to acknowledge the complaint, record the date it was received and ask for this to be directed instead to: Admin.operations@korucic.com. The complaint will be responded to within 30 days of receiving it via social media.
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If you have asked for an alternative contact method then we will endeavour to use this, but we will agree a suitable contact method to be used if you wish to share personal information.
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If we receive a complaint in writing via post and where contact details have been provided, we will acknowledge this using the preferred contact details supplied within 30 days of receiving it.
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Complaints will be referred to Andrea Micah, Founder Director by the member of the Koru team receiving the complaint. In the event that a complaint should relate directly to Andrea Micah, or where there could be a conflict of interest involved then the complaint will be referred to Chair of Directors Mike Harle.
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Records of complaints and our response to them will be held confidentially on our records in line with our Data Protection Policy.
Investigating complaints
We will begin to investigate a complaint as soon as possible. We will make an appropriate level of enquiries and gather the information needed by:
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looking at all the relevant facts thoroughly, fairly and accurately
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speaking to relevant members of staff
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comparing the information from the complaint with any information we already hold
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checking we’ve upheld our own policies and procedures
If we need more information to establish what the complaint is about, we will ask the person making it for more information as quickly as possible. We aim to keep an open dialogue to reach a solution.
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We may ask the person making the complaint what outcomes they would like to see happen and to enable us to better understand the best resolution.
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We commit to keeping the person making the complaint updated on the progress of the investigation without unnecessary delays. If the investigation is likely to take some time, we will update on our initial response so that they know we are working to resolve the issue.
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We take responding to complaints seriously and will continuously seek to improve through learning, reflection and implantation.