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London Play aims to provide an efficient, fair, and accessible service to support and develop London's out-of-school play network in providing more and better play opportunities for all children and young people including its most disadvantaged.
Ideas and suggestions
As part of our commitment to quality we welcome ideas and suggestions for change in the way that we work or the areas of work that we undertake. We periodically consult with our users, members and other stakeholders to get their ideas about our strategic direction and about the services that we are offering, but we also welcome individual suggestions that may arise out experience. Such suggestions - which should be made in writing or by e-mail - will always be responded to within 15 days of receipt.
Complaints
From time to time organisations/individuals may feel they have a complaint against London Play, or an individual worker or member. To facilitate the investigation of any complaint London Play has set up a complaints procedure. The aim is to provide a speedy, just and open investigation, with the outcome being communicated to those involved and available for public inspection.
London Play considers any cause for concern or expression of dissatisfaction a complaint, for example:
- Lack of an advertised or otherwise stated service.
- The method in which a particular problem or situation was handled.
- The speed or way in which a service is delivered.
- The fairness of London Play's policies or practices.
- Perceived failure to meet or own stated quality standards in any area of work.
- Any cause for concern.
Who will handle my complaint?
Initially your complaint will be investigated by a senior member of staff not directly connected with matter subject to the complaint. Where the complaint is against the Director (the most senior member of staff), a delegated member of the Board of Trustees will investigate the complaint.
How do I make a complaint?
In writing, to London Play. Full details including times, dates and names should be included. Only written complaints will be pursued.
What happens next?
Your complaint will be logged. You will receive an acknowledgement within five working days together with a contact name for future reference and a copy of this procedure. The aim is to investigate your complaint promptly and to give you a reply within fifteen working days. If it is not possible to fully investigate the complaint in this time, an interim reply will be made informing you of the action taken or being considered to date. In the case of more complex complaints we aim to complete the investigation within three months of the initial complaint being made.
How will my complaint be investigated?
All complaints will be dealt with as follows:
Stage I
The relevant senior member of staff / trustee (i.e. not directly connected with the complaint) will investigate and respond within fifteen working days outlining how it was investigated and what the outcome was. If the complainant is still dissatisfied s/he can take the complaint to Stage II. This should also be done in writing, stating why the outcome of stage I is considered unsatisfactory.
Stage II
The Director or (where the Director has already been involved) a delegated member of the Board of Trustees (who will not be connected with the matter under investigation), will now investigate the complaint and the outcome of stage I. You will be given a response within fifteen working days. If still dissatisfied you may refer the matter - again in writing, with reasons - to Stage III.
Stage III
The next full meeting of the Board of Trustees - which meets quarterly - will consider the complaint, the investigation and the responses to date. The complainant will be advised of the date of the Board meeting. The Board may ratify the outcome of the investigation or require further action, which may include delegating a sub-committee to conduct a more detailed investigation. The complainant will be notified of the decision of the Board within seven working days.
The decision of the Trustees is final (although see below for details of how to complain to an external body).
Note Individuals implicated in any complaint will have the right of reply at any stage in the procedure.
How will I know what has been decided?
You will be kept informed at each stage in accordance with the process detailed above. The outcome of all complaints investigated will be logged and reported to the Board of Trustees on a quarterly basis. These will then be freely available to members, although specific details of any disciplinary action will remain confidential.
What if I am still not satisfied or wish to take my complaint to an external body?
The Charity Commission can advise you about its policy for looking at complaints about individual charities:
Visit their website or you can contact their call centre on 0845 300 0218. Lines are open from 08:00 to 18:00, Monday to Friday, except national holidays.
The postal address for correspondence is:
Charity Commission Direct
PO Box 1227
Liverpool
L69 3UG
Reviewing our practice
All complaints - and how they are dealt with - having been logged, are reviewed on an annual basis and inform the development of the quality standards of all areas of our work.
