Complaints

Hill Holt Wood views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person (or organisation) that has made the complaint. All untoward incidents must be reported to the Site Manager and/or Senior Ranger in charge.

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We will monitor all cases of untoward incidents and poor behaviour which could affect the health, safety and well-being of learners, staff, volunteers and visitors to Hill Holt Wood and aim to:

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• Provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint

• Publicise the existence of our complaints procedure so that people know how to contact us to make a complaint

• Make sure everyone at Hill Holt Wood knows what to do if a complaint is received

• Make sure all complaints are investigated fairly and in a timely way

• Make sure all complaints are, wherever possible, resolved and that relationships are repaired

• Gather information which helps us to improve what we do

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Complaints may come from any person or organisation who has a legitimate interest in Hill Holt Wood. A complaint can be received verbally, by the phone, by email or in writing.  All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements. Overall responsibility lies with the CEO. Should the CEO be involved in the complaint then the Senior Management Team and the Board of Trustees should be approached and will bear responsibility.

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Written complaints may be sent to Hill Holt Wood at Norton Disney, Lincolnshire, LN6 9JP or by email to admin@hillholtwood.co.uk. Verbal complaints may be made by phone to 01636 892836 or in person to any of Hill Holt Wood’s staff, volunteers or trustees at our office at the address shown above.

Upon receiving a complaint we will:

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• Write down the facts of the complaint

• Take the complainant’s name, address and telephone number

• Note down the relationship or the complainant to Hill Holt Wood (e.g learner, service user, parent etc.)

• Explain the complaints procedure

• (Where appropriate) ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.

• Attempt to resolved the complaint in a timely manner

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Stage ONE

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All complaints will be recorded in our complaints log. Within one week we shall acknowledge the complaint and advise the complainant who is dealing with the complaint. We aim, where possible to issue a definitive reply within four weeks. If this is not possible (e.g. due to an incomplete investigation) a progress report should be sent with an indication of when a full reply will be given. Whether justified or not the complainant will receive a reply describing the action taken to investigate the complaint, the conclusions from the investigation and any action taken as a result.

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Stage TWO

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If the complainant feels that the problem has not been fully and satisfactorily resolved at Stage ONE they can request that the complaint be reviewed at board level. At this stage the complaint will be passed to the Chair of the Board of Trustees, currently Co-Chair Gillian Georgiou and Co-Chair Nick Wray (chair@hillholtwood.co.uk). This should be acknowledged within one week of receiving. This acknowledgement should advise who is dealing with the case and when a reply can be expected.

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The Chair of the Board of Trustees may investigate the facts of the case themselves or delegate to a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage ONE. If the complaint relates to a specific person, they should be informed and given a further opportunity to respond. The person who dealt with the original complaint at Stage ONE should be kept informed of what is happening. Ideally complainants should receive a definitive reply within four weeks. If this is not possible (e.g. due to an incomplete investigation) a progress report should be sent with an indication of when a full reply will be given. Whether justified or not the complainant will receive a reply describing the action taken to investigate the complaint, the conclusions from the investigation and any action taken as a result.

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The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution, such as the police or Children’s Services.

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Monitoring

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Reviews of complaints take place annually to identify trends.