our policies

THE WAY MINISTRY READING PRIVACY POLICY

How we use your data

The Way Ministry Reading (TWM) is committed to protecting your right to privacy. We appreciate 

the sensitivity of the personal information that you disclose when you visit or register on our

website or otherwise. We observe high standards of confidentiality and comply with all

relevant data protection legislation, in respect of which we are registered with the Information

Commissioner’s Office. This policy will help you understand why we collect your personal

information, how it is used and what your rights are. It will enable you to make an informed

decision as to whether you give us your personal information.

What rights do I have around the use of my personal data?

We know that data protection can be complicated and that’s why you have a number of rights. 

· You have the right to see your personal data that is held by us. 

· You also have the right to ask us to amend data that is

· incorrect, to delete data, or not use it in certain ways. 

· You have the right to move, copy or transfer your personal data. You can contact TWM Management Committee to do this.

Who holds my personal data?

TWM hold your data.

How do you protect my personal data?

By law we must have measures in place to protect data. As a result, we have strict rules to

protect the storage and use of all data. These rules apply to anyone who uses the data, even

if they are not part of the TWM (we make sure that our contracts include clauses

to protect data). Our processes also include protection for our buildings and IT systems.

Who can see my personal data?

We can give your personal data:

· to persons who provide a service to us or act as our agents

· to anyone to whom we may transfer rights and duties under this policy

· to third parties who act on behalf of TWMy67u

· where we have a duty to provide that data (such as to regulatory bodies), or if the law

allows us to do so, or if the person who asks for the data has a lawful interest in seeing the data.

Information we hold

By submitting the application form we receive and hold the following personal information:

● Information about you: name, email address, postal address, mobile and home

● telephone numbers

● Information on your emergency contact: Name, email address, postal address,

mobile and home telephone number

● Where applicable: Information on up to two references: Name, email address, postal address, telephone number and relationship to you.

● Other background information that you have disclosed.

We hold this information for the following purposes:

1. To contact you with regarding your application

2. To contact you regarding employment

3. To contact your emergency contact in case of an emergency

4. To contact referees for references

The legal basis for collecting this information is in our legitimate interest of informing

applicants about their volunteer application, and employment.

We will hold on to your information for a 6-month period following the submission of

your application or the termination of your employment.

What rights do I have around the use of my personal data?

We know that data protection can be complicated and that’s why you have a number of

rights; You have the right to see your personal data that is held by us. You also have the

right to ask us to amend data that is incorrect, to delete data, or not use it in certain ways.

You have the right to move, copy or transfer your personal data.

If you wish to exercise any of your rights, please contact us via email at

thewayministryreading@outlook.com.

We may update our Privacy Notice from time to time and update the "effective date" at the

top of this Privacy Policy. You are advised to review this Privacy Notice periodically for any

changes.

Changes to this Privacy Notice are effective when they are posted on this page.

If you have any questions about this Privacy Policy, please contact us by email:

thewayministryreading@outlook.com

December 2022

Privacy Policy for The Way Ministry Reading Service Users

The Way Ministry Reading ("us", "we", or "our") wish to inform you of our policy regarding the

collection and use of personal data collected via our referral form for service users.

By submitting the referral form for service users we receive and hold the following personal

information:

Information about you:

· Name, telephone number, date of birth.

· Your emotional and mental health, offending, substance use, other addictive

· behaviour.

· Whether you are experiencing any kind of domestic violence.

· Offending history and current legal status

· History of substance use, current substance use and treatment history

· History of alcohol use, current alcohol use and treatment history

· Details of any mental health diagnoses, including current medication or treatment

· Details of any physical health diagnoses, including current medication or

treatment

·  Details of any learning disabilities

· Information on your next of kin: Name, email address, postal address, mobile and home

· telephone number

· Information about the person who referred you: Name, signature.

We hold this information for the following purposes:

1. To contact you with regarding your referral.

2. To contact your next of kin in case of an emergency during your stay at the night shelter.

3. To keep you, other service users and volunteers at the Way Ministry Reading safe.

4. To adequately respond to any mental or physical health emergencies during your stay at the night shelter.

The legal basis for collecting this information is in our legitimate interest of informing service

users about their referral, keeping service users informed of activities, to request feedback from

service users and ensuring safety of all volunteers and service users during volunteer sessions.

Your information is stored securely with Google LLC. The personal data you submit will not be

shared with any other organisation without your permission. We will hold onto your information

for a 6-month period following the submission of your referral or the date of the last time you are

staying with the Way Ministry Reading night shelter.

You have the right to request to view your data, request it be amended or corrected and to

request it be removed from our system. If you wish exercise any of your rights, please contact

us via email at the wayministryreading@outlook.com

We may update our Privacy Notice from time to time and update the "effective date" at the top of

this Privacy Policy. You are advised to review this Privacy Notice periodically for any changes.

Changes to this Privacy Notice are effective when they are posted on this page.

If you have any questions about this Privacy Policy, please contact us by email:

Thewayministryreading@outlook.com

Checklist

✓ What personal data we hold

✓ The purposes for which the data is held

✓ Legal basis for processing the information

✓ Who the data processor is (Google LLC)

✓ What we will not do with their data

✓ How long we’ll hold the personal data

✓ Information about people’s right of access to and erasure of their data

THE WAY MINISTRY READING SAFEGUARDING POLICY

Purpose

The purpose of this policy is to protect people, particularly children, at risk adults and

beneficiaries, from any harm that may be caused due to their encountering at the Way Ministry Reading.

This includes harm arising from:

● The conduct of staff or personnel associated with the Way Ministry Reading.

● The design and implementation the Way Ministry Reading programmes and

activities.

This policy lays out the commitments made by the Way Ministry Reading and informs staff

and associated personnel of their responsibilities in relation to safeguarding.

This policy does not cover safeguarding concerns in the wider community not perpetrated by

the Way Ministry Reading or associated personnel.

What is safeguarding?

In the UK, safeguarding means protecting peoples' health, wellbeing and human rights, and

enabling them to live free from harm, abuse and neglect.

We understand it to mean protecting people, including children and at-risk adults, from harm

that arises from encountering our staff or programmes.

Further definitions relating to safeguarding are provided in the glossary below.

Scope

All staff contracted the Way Ministry Reading.

Associated personnel whilst engaged with work or visits related to the Way Ministry Reading,

including but not limited to the following: committee members; consultants; volunteers; contractors; programme visitors including journalists, celebrities and politicians.

Policy statement

the Way Ministry Reading believes that everyone we encounter, regardless of age, gender

identity, disability, sexual orientation or ethnic origin has the right to be protected from all

forms of harm, abuse, neglect and exploitation the Way Ministry Reading will not tolerate

abuse and exploitation by staff or associated personnel.

the Way Ministry Reading to addressing safeguarding throughout its work, through

the three pillars of prevention, reporting and response.

Prevention

The Way Ministry Reading responsibilities

The Way Ministry Reading will:

● Ensure all staff have access to, are familiar with, and know their responsibilities

within this policy

● Design and undertake all its programmes and activities in a way that protects people

from any risk of harm that may arise from their meeting The Way Ministry Reading.

This includes the way in which information about individuals in our programmes is

gathered and communicated

● Implement stringent safeguarding procedures when recruiting, managing and

deploying staff and associated personnel

● Ensure staff receive training on safeguarding at a level commensurate with their role

in the organisation

● Follow up on reports of safeguarding concerns promptly and according to due

process

Staff Responsibilities

The Way Ministry Reading committee, volunteers and associated personnel must not:

● Exchange money, employment, goods or services for sexual activity. This includes

any exchange of assistance that is due to beneficiaries of assistance

● Engage in any sexual relationships with beneficiaries of assistance, since they are

based on inherently unequal power dynamics

Additionally, The Way Ministry Reading staff and associated personnel are obliged to:

● Contribute to creating and maintaining an environment that prevents safeguarding

violations and promotes the implementation of the Safeguarding Policy

● Report any concerns or suspicions regarding safeguarding violations The Way Ministry Reading 

staff members or associated personnel to the appropriate staff member

Enabling Reports

The Way Ministry Reading will ensure that safe, appropriate, accessible means of reporting

safeguarding concerns are made available to staff and the communities we work with.

The Way Ministry Reading will also accept complaints from external sources such as

members of the public, partners and official bodies.

How to report a safeguarding concern

Anyone who has a complaint or concern relating to safeguarding should report it immediately

to their Team Leader. If they do not feel comfortable reporting to their Team Leader (eg if

that person is implicated in the concern) they may report to a member of the management committee.

Response

The Way Ministry Reading will follow up safeguarding reports and concerns according to

policy and procedure, and legal and statutory obligations.

The Way Ministry Reading will apply appropriate disciplinary measures to volunteers found in

breach of policy.

The Way Ministry Reading will offer support to survivors of harm caused by staff or

associated personnel, regardless of whether a formal internal response is carried out (such

as an internal investigation). Decisions regarding support will be led by the survivor.

Confidentiality

It is essential that confidentiality in maintained at all stages of the process when dealing with

safeguarding concerns. Information relating to the concern and subsequent case

management should be shared on a need to know basis only and should always be kept

secure.

Glossary of Terms

Beneficiary of Assistance

Someone who directly receives goods or services from The Way Ministry Reading. Note that

misuse of power can also apply to the wider community The Way Ministry Reading

serves and can include exploitation by giving the perception of being in a position of power.

· Child - A person below the age of consent in their country of residence.

· Harm - Psychological, physical and any other infringement of an individual’s rights.

· Psychological harm, Emotional or psychological abuse, including (but not limited to) humiliating and degrading treatment such as bad name calling, constant criticism, belittling, persistent shaming, solitary, confinement and isolation.

· Protection from Sexual Exploitation and Abuse (PSEA) - The term used by the humanitarian and development community to refer to the prevention of sexual exploitation and abuse of affected populations by staff or associated personnel. The term derives from the United Nations Secretary General’s Bulletin on Special Measures for Protection from Sexual Exploitation and Abuse (ST/SGB/2003/13).

Safeguarding - In the UK, safeguarding means protecting peoples' health, wellbeing and human rights, and enabling them to live free from harm, abuse and neglect.

We understand it to mean protecting people, including children and at-risk adults, from harm

that arises from encountering our staff or programmes.

Safeguarding applies consistently and without exception across our programmes, partners

and staff. It requires proactively identifying, preventing and guarding against all risks of

harm, exploitation and abuse and having mature, accountable and transparent systems for

response, reporting and learning when risks materialise. Those systems must be

survivor-centred and protect those accused until proven guilty. Safeguarding puts beneficiaries and affected persons at the centre of all we do.

Sexual abuse

The term ‘sexual abuse’ means the actual or threatened physical intrusion of a sexual

nature, whether by force or under unequal or coercive conditions.

Sexual exploitation

The term ‘sexual exploitation’ means any actual or attempted abuse of a position of

vulnerability, differential power, or trust, for sexual purposes, including, but not limited to,

profiting monetarily, socially or politically from the sexual exploitation of another. This

definition incudes human trafficking and modern slavery.

Survivor

The person who has been abused or exploited. The term ‘survivor’ is often used in

preference to ‘victim’ as it implies strength, resilience and the capacity to survive, however it

is the individual’s choice how they wish to identify themselves.

At risk adult

Sometimes also referred to as vulnerable adult. A person who is or may need care by

reason of mental or other disability, age or illness; and who is or may be unable to take care

of him or herself, or unable to protect him or herself against significant harm or exploitation.

THE WAY MINISTRY READING VOLUNTEERING POLICY

Purpose

The Way Ministry Reading (TWM) aims to prevent or relieve poverty or financial hardship of persons in Reading:

· We aim to help those who are in need due to social or economic reasons regardless of their religion or belief.

· To provide warmth, food and other essential items.

· To offer temporary short to midterm and overnight accommodation.

· To assist individuals to access other long term services designed to help them become self-sufficient.

· To promote social inclusion for the public benefit by preventing people in Reading from becoming socially excluded.

· To relieve the needs of those people who are socially excluded and assisting them to integrate into society.

TWM values the contribution of volunteers towards helping to deliver and develop these services and to provide new skills and perspectives.

This document outlines TWM ‘s policy on involving volunteers with our work. The policy provides guidance to both trustees and volunteers recruited by TWM, in order to ensure the quality of the volunteering experience.

Principles of Involving Volunteers

TWM values the work of volunteers. The following principles reflect this commitment:

· TWM ensures that volunteers are effectively integrated into the organisation.

· TWM encourages the involvement of volunteers from a wide range of backgrounds so that our service is representative of the community in Reading and we are able to respond more effectively to local needs.

· TWM provides opportunities to help volunteers develop and acquire new skills.

· Working with volunteers increases TWM’s contact and involvement with the local community.

How do you become a volunteer with TWM?

All prospective volunteers will submit a form, providing TWM with their personal details and 

details of an emergency contact.

People who apply for a volunteering role where they have contact with vulnerable adults or

children, will be asked for contact details from one referees. One of these should be able to

give a professional reference. If the prospective volunteer is employed, this should come

from their employer. If they are self-employed, we will ask for a reference from a recent client

or co-worker. If the prospective volunteer is not employed, a professional reference can be

obtained from e.g. a social worker, health visitor, religious leader, tutor, teacher, probation

officer, or anyone else who knows this person in a professional capacity.

There are additional requirements for becoming team leader e.g. a DBS check etc.

Rehabilitation of Offenders Act 1974

We are required to take certain safeguards to protect vulnerable groups and individuals whom we help. Therefore, we ask for details of unspent criminal convictions. All information will be completely confidential and considered only in relation to the particular volunteer placement.

The committee will use its discretion on a case-by-case basis as to what convictions or disciplinary actions are relevant to individual volunteer tasks and roles.

Induction and training

The induction procedure for volunteers will include a shadow shift and the provision of the Volunteer Handbook. All relevant task descriptions, policies and procedures will also be provided.

Support and Supervision

Volunteers will be offered support and supervision as appropriate and this is discussed during induction. Arrangements vary according to the volunteer and the role undertaken, and may include telephone support, group meetings or one to one reviews.

Feedback and problem solving

Annex I, “Giving feedback and dealing with problems in the course of your volunteering”,

sets out what you can do when you want to raise a concern. It also explains the procedure

that TWM will follow if there are concerns about your conduct or performance.

Insurance

All volunteers are covered by TWM Public Liability insurance policy whilst they are on the

premises or engaged in any voluntary work on behalf of TWM as long as they are working

within the role defined in the task description.

Volunteer Expenses

TWM is keen to involve volunteers with the relevant skills regardless of their financial situation. As such all volunteers are welcome to have reimbursed upon production of a receipt their reasonable and genuine out of pocket expenses e.g. travel, subsistence (appropriate to hours worked Travel expenses will generally require a receipt and may be paid at a level agreed by the committee members. A limit appropriate to each scenario will be agreed in advance and the manager has the discretion to not reimburse expenses that are considered unreasonable.

Any such reimbursement for expenses is not a consideration for services, and so does not affect benefits in any way and is not subject to income tax or national insurance.

TWM Policies and Procedures

Volunteers with TWM are expected to adhere to the Policies and Procedures of the organisation. It is the responsibility of each volunteer’s supervisor to ensure that all policies and procedures are read and understood by the volunteers.

The following policies are particularly important for volunteers:

Health & Safety

All volunteers must comply with TWM’s Health and Safety policy whilst they are on the premises or engaged in any voluntary work on behalf of TWM.

Equal Opportunities/Diversity

We pursue equality and fairness in the recruitment of our volunteers and work hard to ensure that no person is discriminated against on the grounds of their gender, gender reassignment, sexual orientation, marital status, race, ethnic origin, colour, nationality, disability, religion, belief or age.

Data Protection

TWM is committed to the principles of Data Protection and operates a policy for the protection of personal data. No information which TWM holds about its volunteers will be shared with a third party. All paperwork relating to its volunteers will be kept in a locked cupboard.

Appendix One

Giving feedback and dealing with problems in the course of your volunteering:

· TWM welcomes the involvement of volunteers in the organisation and we try to ensure that the volunteering experience is a rewarding one. We try to get things right but occasionally we fall short of volunteers’ expectations. We therefore welcome comments on how volunteering with us can be improved.

· All volunteers will have a named person to whom they can turn in the case of any difficulty.

· All volunteers will also be given a role description so they are clear what is expected of them and where there are limits on their role.

· We aim to treat all volunteers fairly, objectively and consistently and seek to ensure that  volunteers' views are heard, noted and acted upon promptly. If your suggestion is not

feasible for TWM due to limited resources or priority of services, we will let you

know, and whether this can be reviewed again at some time in the future.

· By the same token, we expect that volunteers treat each other, our service users, any paid staff, committee members , and anyone else involved with the TWM with courtesy and respect and act within their role at all times. TWM does not tolerate any bullying or harassment and we will always act on this.

· We are mindful that disagreements can arise from time to time between volunteers or issues may arise about a volunteer’s behaviour. This procedure sets out how we aim to

resolve all these types of situations.

· This procedure for volunteers is focussed on reaching amicable solutions and not on apportioning blame. Malicious complaints will not be tolerated.

· If you are attending any meetings in the course of this procedure, you may bring someone to the meeting such as a friend to support you, but they should not speak on your behalf or cause disruption in the meeting. If you have any disabilities that inhibit you speaking on your own behalf or in attending the meeting, please let us know and we will do our best to accommodate you to the best of our available resources.

· This procedure does not apply to committee members.

Appendix Two

How Volunteers can raise concerns or offer feedback:

Step 1

You are always encouraged to speak to your Team Leader who will do their best to try to resolve the matter in the most appropriate manner and they may need to speak with

anyone else who your feedback or concern relates to. We believe the vast majority of concerns can be resolved in this way.

Step 2

If you feel that Step 1 has not resolved your concern or your feedback has not been appropriately dealt with, you can put your concern or feedback in writing to the Chair of TWM. Please title the email or letter ‘Volunteer Concern’. The current chair is Grace Gomez, email address thewayministryreading@outlook.com.  If this person is away or has already been involved, then please write to another committee member.

The Chair (or designated committee member) will arrange a meeting with you, with one other committee member present if possible, who will also make notes. Normally this will be as soon as practicable, and where possible within 7 days.  If further time is needed to investigate, they will let you know.

If at any point the Chair or Trustee believes the matter relates to a Whistleblowing incident, then they will follow the separate Whistleblowing procedure and notify you of this.

After the meeting the Chair (or designated committee member) will write to you and let you know the outcome and whether it was possible to resolve your problem or concern. As a small community group with limited resources, this decision will be final.

We understand that on occasions people feel they cannot continue to volunteer due

to different expectations. Whilst we would hope this doesn’t occur, we will always

respect this decision.

Appendix Three

If TWM is concerned about the behaviour or performance of a volunteer

Step 1

If we have concerns about your behaviour or performance when you are volunteering with us, we will do our best to try to resolve the matter by speaking with you informally, and we may offer counselling or re-training appropriate to your role. We believe the vast majority of concerns can be resolved in this way.

Examples of concerns that might arise might be where you have acted outside of your agreed role, there are poor standards of volunteering, or if you are unreliable.

More serious examples are if you display prejudice or sexual harassment, breaches of confidentiality, or doing something outside your volunteer time which could have a detrimental effect on the charity’s reputation (e.g. committing criminal acts). These are all

examples of gross misconduct (further details below) and the matter will progress to Step 3.

Your team leader will let you know what the concerns are about your behaviour or performance, how we can support you to remedy or improve this, what is expected of you, and when this will be reviewed.

Step 2: Meeting and warning

If after going through the above step, the concerns persist, the matter will be passed to the Volunteer Coordinator and a committee member who will meet with you and outline again the concerns that have arisen, take your views and remind you about the expectations in relation to the performance or conduct and the support that is available. 

This will be set for another review date and a letter with the details will be sent to you, so you are clear about the expectations.

If by the review date, your performance or conduct issues have resolved, a note of this will be kept for 6 months and no further action will be taken unless you repeat the poor conduct or performance.

Step 3: You will be asked to stop volunteering

If the concerns persist or the performance has not improved by the review date, we will consider it would be inappropriate for you to continue volunteering with us. The Volunteer Coordinator will notify the committee members and then let you know the outcome preferably in person if possible and followed up in writing. You will be asked to return any property belonging to the TWM.

Appeals

If at any stage you are not happy with the decisions that are being made, you can put this in writing to the Chair of TWM. The Chair will investigate your concerns and speak with others involved. The Chair and another committee member  if available and not previously involved, will meet with you. Notes of the meeting will be taken. Following the meeting, the Chair will write to you with the outcome and whether the process that has been followed has been fair. This decision will be final.

Gross Misconduct

If at any stage upon investigation, gross misconduct is suspected the volunteer will be asked to immediately discontinue volunteering with the charity and the above steps of progression will not apply. The committee members will be kept informed throughout.

Examples of gross misconduct include (this is not an exhaustive list):

▪ deliberate falsification of expenses claims

▪ disclosure of confidential information (see confidentiality policy)

▪ failure to abide by safeguarding practices and putting others at risk of harm.

▪ convictions of a criminal offence that undermine a person’s suitability for volunteering

▪ provision of false information relevant to a person’s volunteering position

▪ use of abusive or offensive language or behaviour

▪ bullying or harassment

▪ being under the influence of alcohol or drugs

▪ theft of property or misuse of equipment or materials

▪ fraud or deception

▪ deliberately refusing to abide by the charity’s policies and procedures

If criminal activity or safeguarding incidents where abuse of children or adults is suspected,

this will be immediately reported to the police and any other relevant agencies, such as the

DBS service or Social Care Services.

The Way Ministry Reading Equal Opportunities Policy

1. GENERAL STATEMENT OF POLICY

The Way Ministry (TWM) believes that an equal opportunities approach must be embedded in the culture of the organisation. It is what we do and how we do it - our practice - that defines where we

stand in relation to equal opportunities. It is not position statements or written documents

that do this, although they have their place.  We do not believe that organisations can ever

claim to have got everything right with their approach to equal opportunities. There are

always new perspectives on discrimination to be explored, new forms of oppression to be

challenged and new ways of challenging them.  To meet these challenges we aim to develop

a learning organisation. In such an organisation, all people feel free to raise issues of

equality; training and learning from each other are highly valued, monitoring and evaluation

are prized tools and freedom to admit mistakes and celebrate successes are of central

importance.

Unfair discrimination in our society takes many forms. It may be direct and based on overt

prejudice. It may be indirect and based on lack of awareness and understanding. 

TWM is fundamentally opposed to all these types of discrimination and seeks to ensure that

in all its activities it does not take place against individuals or groups on the grounds of their:

● gender

● age

● social and economic class

● employment status

● HIV status

● physical or mental disability

● political belief

● religion or belief

● race, colour, nationality or national origin

● marital or parental status

● sexual orientation

● unrelated criminal conviction

● position as a carer

● status as a refugee/asylum seeker

This list is not exhaustive.

Political beliefs which, in themselves, promote prejudice and discrimination (eg neo Nazism)

are not tolerated by TWM. The relevance of unspent criminal convictions is determined at

the discretion of the management committee.

Relevant legislation covering issues of equality and affecting TWM includes:

● Asylum and Immigration Act 1996

● Disability Discrimination Act 1995 and 2005

● Employment Equality (Religion or Belief) Regulations 2003

● Employment Equality (Sexual Orientation) Regulations 2003

● Equal Pay Act 1970 and Equal Pay Amendment Regulations 1984

● Race Relations Act 1976

● Race Relations (Amendment) Act 2000

● Rehabilitation of Offenders Act 1974 and Amendment Orders 2002 and 2003

● Sex Discrimination Act 1975 and 1996 (including the Gender Reassignment

Regulations 1999)

● Protection from Harassment Act 1997

● Trade Union and Labour Relations (Consolidation) Act 1992

TWM’s commitment to oppose discrimination and promote equality of access to services

places an obligation on all personnel: paid staff, volunteers, and committee

members.  It is the aim of TWM to create a welcoming and safe working environment for paid

staff, volunteers, and committee members from diverse communities and to

acknowledge the benefits of diversity.

THE WAY MINISTRY READING COMPLAINTS POLICY

A complaint can be seen 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. See Appendix 2 for the definition of a complaint.

The aim of this policy is: 

· To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint. 

· To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint. 

· To make sure everyone knows what to do if a complaint is received. 

· To make sure all complaints are investigated fairly and in a timely way. 

· To make sure that complaints are, wherever possible, resolved and that relationships are repaired. 

· To gather information which helps us to improve what we do.

The Way Ministry Reading have an ethos of inclusion, transparency and openness which is communicated to volunteers, staff and service users. All complaints are taken seriously and dealt with in a fair, consistent and confidential manner.

The complaints procedure is communicated to staff and volunteers during induction and through the Safeguarding Policy. If required one-to-one explanations can be provided. 

Where Complaints Come From

Complaints may come from anyone who uses or visits the Way Ministry Reading services including staff, other volunteers, service users, indeed any person or organisation who has had some form of interaction with the Way Ministry Reading. A complaint can be received verbally, by phone, by email or in writing.

Confidentiality

All complaint information will be handled sensitively, involving only those who need to know and following any relevant data protection requirements.

Responsibility

Overall responsibility for this policy and its implementation lies with the Way Ministry Reading trustees who may, if necessary, also involve any other relevant members of staff or volunteer. 

How to make a complaint

Complaints must be made in writing and sent to the trustees thewayministryreading@outlook.com

Receiving Complaints

All written complaints received should be recorded. Where a verbal complaint is received, this should, where possible, be agreed to be an accurate account in writing with the complainant before further action is taken.

The person who receives a complaint should: 

· Write down the facts of the complaint, which should include the date, time, location and nature of the complaint as well as the name and details of anyone else involved in the complaint.

· Take the complainant's name and contact details including email address, home address and telephone number.

· Ask what action they think should be taken to encourage resolution.

· Note down the relationship of the complainant to the Cathedral.

· Tell the complainant that we have a complaints procedure. 

· Tell the complainant what will happen next and how long it is likely to take.

Resolving Complaints - The Procedure

Stage One

In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.

Whether or not the complaint has been resolved, the complaint information should be passed to the trustees within 72 hours so that it can be logged centrally.

On receiving the complaint, the team leader or trustees records it in the complaints book and if it has not already been resolved, the trustees may investigate or delegate an appropriate person to investigate further. 

If the complaint relates to a specific person, they should be informed of the nature of the complaint and given a fair opportunity to respond. Discretion should be exercised in releasing details of the complainant as necessary.

Complaints should be acknowledged by the person handling the complaint within one week. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. 

Ideally complainants should receive a definitive reply within four weeks. If this is not possible because, for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is justified or not, the reply to the complainant should describe any investigation, conclusions and any action taken as a result.

Stage Two

If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed.

The request for a review should be acknowledged within one week of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply. The person who dealt with the original complaint at Stage One should be kept informed of what is happening.

Depending on the severity or complexity of the complaint, an Appeals Committee may be convened to investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the nature and findings of the initial investigations of the case and speaking with the person who dealt with the complaint at Stage One.

Ideally complainants should receive a definitive reply within four weeks.  If this is not possible because for example, an investigation has not been fully completed or the Appeals Committee do not meet within this timeframe, a progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, conclusions from the investigation and any action taken as a result.

The decision taken at this stage is final, unless the Appeals Committee decides it is appropriate to seek external assistance to obtain a solution. 

External Stage

If the complainant wishes they may contact the Charity Commission:

· Charity Commission. Information about the kind of complaints the Commission can involve itself in can be found on their website at: www.charitycommission.gov.uk/publications/cc47.aspx.

Variation of the Complaints Procedure

The trustees may vary the procedure for good any reasonable reason; for instance to avoid a conflict of interest.

Monitoring and Learning from Complaints

Complaints should be reviewed annually to identify any trends which may indicate a need to take further action.

Appendix 1 Practical Guidance for Handling Verbal Complaints

· Remain calm and respectful throughout the conversation.

· Listen - allow the person to talk about the complaint in their own words. Sometimes a person just wants to ‘let off steam’.

· Don't debate the facts in the first instance, especially if the person is angry.

· Show an interest in what is being said but refrain from personal opinion / agreement / disagreement.

· Ask for clarification wherever necessary.

· Show that you have understood the complaint by reflecting back what you have noted down.

· Acknowledge the person's feelings (even if you feel that they are being unreasonable) - you can do this without making a comment on the complaint itself or making any admission of fault on behalf of the organisation, e.g. "I understand that this situation is frustrating for you".

· If you feel that an apology is deserved for something that was the responsibility of your organisation, then apologise.

· Ask the person what they would like done to resolve the issue.

· Be clear about what you can do, how long it will take and what it will involve.

· Do not promise things you or the organisation cannot deliver.

· Give clear and valid reasons why requests cannot be met.

· Make sure that the person understands what they have been told.

· If appropriate, inform the person about the available avenues of review or appeal.

Appendix 2  Definitions 

Definition of a Complaint for the purposes of this volunteer policy

A complaint is any expression of dissatisfaction, about any aspect of the Cathedral and which includes at least one volunteer or an aspect of volunteering, made by a person outside the Cathedral about the behaviour of the organisation, or an individual staff member or volunteer within it. 

An expression of dissatisfaction made by a staff member or volunteer about the behaviour of the organisation, or an individual staff member or volunteer, is called a grievance.  A grievance is an issue, complaint, dispute, concern or problem, which does not involve alleged serious misconduct.  

Allegations of serious misconduct or behaviour and performance related issues should be resolved by reference to the trustees.

Where a staff member, volunteer or service has serious concerns about the illegal or abusive conduct of the organisation or an individual staff member or volunteer within it, but is unable to use the grievance procedure because the person they should report to is implicated in the malpractice, then they have recourse to the Whistleblowing Policy.