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External Complaints Procedure

Aims of the procedure

We value all complaints because they help us improve our services to you.

This complaints procedure aims to assist all individuals and organisations who are affected by CAST’s activities. We are committed to consistent, fair and confidential complaint handling and to resolving complaints as quickly as possible. This procedure is designed to help you make a complaint if you are dissatisfied with our services and we will treat all parties making a complaint equally.

We will ensure that as far as is reasonably practicable, complaints will be dealt with to the satisfaction of all parties.

Definition of a complaint

We define complaints as any expression of dissatisfaction or grievance made in writing or in person to a representative of CAST or CAST subcontractor by an external individual or organisation in relation to our charitable activities.

Recording complaints

All verbal or written complaints will be recorded in our complaints log when the complaint is made, or as soon as possible thereafter.

Initial complaints can be addressed to a key contact at CAST or to (e.g. if it’s a complaint from someone we don’t know about our website, content, etc.).

When recording a complaint, the staff member receiving the complaint will record the name and contact details of the complainant, including full details of the complaint. Details of all communication with the complainant and any actions to resolve the complaint will be recorded in the same place.

Recorded complaints will be monitored by our HR, Legal and Compliance Officer, for the purpose of identifying any trends and to improve our engagement and services.

The details of the individual or organisation making the complaint and details of their complaint will be held and used in accordance with the Data Protection Act 1998 and GDPR standards.

Responding to complaints

We aim to resolve all complaints within an appropriate time frame, depending on the subject matter of each complaint. Written complaints will be acknowledged promptly.

Complainants will be given an approximate time frame at the time they make their complaint and will be kept informed of the progress of their complaint. If the complaint cannot be resolved immediately, complainants will also be assigned a contact person at CAST and details of our complaint handling process.

Escalation of complaints

If a complaint cannot be resolved by the usual complaint process, or the individual or organisation making the complaint is dissatisfied with the immediate response, the matter shall be escalated to the HR, Legal and Compliance Officer, who will investigate the complaint, decide what formal action is to be taken and report back to the customer or other interested party on what action is to be taken and how long this will take.

If we cannot resolve the complaint to the satisfaction of the individual or organisation making that complaint, we will inform them about where they can take further action – for example, the Equal Opportunity Commission.

Review of complaint handling policy and procedures

CAST is committed to ongoing improvement and this procedure will be reviewed regularly to ensure its continued effectiveness.

This external complaints procedure is supported by CAST’s senior management. We commit to providing this procedure to the public and displaying it online for all interested parties.

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