Policy Statement

Redditch Community Timebank is committed to supporting all members with respect, transparency, and care. We view complaints not as disruptions but as opportunities to improve. This procedure is part of our commitment to continuous learning and community accountability.

🎯 Objectives

This complaints procedure aims to ensure:

• Complaints are investigated fairly and at the appropriate level

• Responses are timely and respectful

• Members understand how their concerns will be handled

• Lessons are learned and shared to improve our practice

Who is a Timebank Member?

A Timebank member is anyone who interacts with the Timebank, whether exchanging time, attending events, volunteering, or supporting its development. Staff and core volunteers should raise internal concerns through our team coordination process.

Misunderstandings and Minor Issues

Not every concern needs to be formal. We encourage members to share feedback, even if it feels minor. These everyday insights help us spot patterns and make quick improvements. The Timebank Coordinator will log service issues (without names) and review them regularly to support learning.

What Counts as a Complaint?

A complaint is a written concern submitted by a Timebank member that receives formal acknowledgement. It goes beyond a quick fix, it’s about something that needs deeper attention or resolution.

Integrity and Transparency

We aim to be open throughout the complaints process. However, in cases involving sensitive matters (e.g. safeguarding, personnel issues), we may be limited in what we can share due to legal or ethical obligations. We will always explain why, without disclosing restricted information.

All updates will be shared only with the person who raised the complaint.

How to Make a Complaint

Please send a written explanation of your concern to the Timebank Coordinator, including:

• What happened

• What resolution you’re seeking

You’ll receive an acknowledgement and a complaint reference number. This helps us track and respond efficiently.

What Happens Next

1. Initial Review: The Coordinator will refer the complaint to the Timebank’s Steering Group. You’ll receive a written response within 28 days outlining any proposed actions.

2. Second Review: If you're not satisfied, you can request a second review. This will be handled by a senior member of the Steering Group (e.g. Chair or designated trustee).

3. Final Response: The second review will usually be the final position. However, we’ll also explain any further options (e.g. contacting a funder, local authority, or relevant body).

Withdrawing a Complaint

You can withdraw your complaint at any time by emailing the Coordinator. However, if the issue is serious, the Timebank may continue to investigate to ensure community safety and integrity.

Escalation and Oversight

If you believe this procedure hasn’t been followed properly, you may raise the concern at a Steering Group meeting. We’ll review the process and respond accordingly.