INTRODUCTION

PHQ is committed to providing a welcoming, safe and high-quality experience for all visitors, customers, tenants, supporters and members of the public.  We recognise that, despite our best efforts, concerns or complaints may occasionally arise.  We view complaints as an opportunity to review and improve our services and learn from feedback.

A complaint is an expression of dissatisfaction about our services, facilities, staff, volunteers or activities where the individual expects a response or resolution.  This procedure explains how complaints will be managed fairly, consistently and promptly.

 

This procedure does not apply to:

 

  • Employment-related complaints or grievances raised by members of staff, which are managed under the relevant internal procedures.
  • Volunteer matters where another PHQ procedure provides the appropriate route for dealing with the issue.
  • Complaints about organisations, businesses or other bodies that operate independently from PHQ. Where possible, we may direct the complainant to the appropriate organisation.
  • Routine property management matters raised by tenants, such as the initial reporting of repairs, maintenance issues or other tenancy-related requests. These will normally be dealt with through the appropriate property management arrangements. Where a tenant is dissatisfied with the way in which such a matter has been handled by PHQ, they may raise a complaint under this procedure.
  • Matters for which another specific PHQ procedure or statutory process provides a more appropriate route.

 

Where there is uncertainty about which procedure applies, PHQ will determine the most appropriate way of dealing with the matter and explain this to the complainant where appropriate.

 

Making a Complaint

 

Complaints can be made in person to a member of staff, by telephone or email, via our social media channels (see 2.4 below)  or in writing.  PHQ’s contact details are:

Address:             Portsmouth Historic Quarter Trust

19 College Road

HM Naval Base

Portsmouth, PO1 3LJ

Telephone:        023 9282 0921

Email:                   info@portsmouthhq.org

Where possible, complaints should be made within three months of an incident or of a concern arising.  The complaint should include:

  • The name and contact details of the complainant.
  • A full description of the issue/concern and any associated documentation.
  • The date and location of the incident (where applicable).
  • The outcome sought.
    • Anonymous Complaints

Anonymous complaints will be considered where sufficient information is provided, although we may not be able to investigate fully or provide a response.

  • Accessibility and reasonable adjustments

We will make reasonable adjustments where appropriate to ensure that our complaints process is accessible. If you need assistance to make a complaint, or require information in an alternative format, please contact us.

  • Complaints made on behalf of another person

A complaint may be made on behalf of another person where appropriate. We may ask for evidence of their consent before sharing personal information with the person acting on their behalf.

  • Social media

Where a concern or complaint is raised through one of PHQ’s social media channels, we may ask the individual to contact us directly by email, telephone or in writing so that the matter can be dealt with appropriately and, where necessary, confidentially.  We will not normally investigate or discuss individual complaints publicly on social media.

General comments, reviews or feedback posted on social media will not normally be treated as a formal complaint unless the individual indicates that they wish the matter to be investigated or responded to under this procedure.

Posts or comments containing abusive, threatening, discriminatory or seriously offensive language may be hidden or removed in accordance with PHQ’s approach to managing its social media channels. Where appropriate, the underlying complaint may still be considered through the appropriate private channel.

  • Serious concerns

Some matters may require immediate action or referral outside the normal complaints process. This may include concerns involving safeguarding, suspected criminal activity, serious health and safety risks, serious misconduct or another significant risk.

Where appropriate, PHQ may refer such matters to the police, emergency services, a safeguarding authority, regulator or other appropriate body. PHQ may also use another internal procedure where this is more appropriate.

 

PHQ Process

 

    • Stage 1 – Informal Resolution

Where appropriate, staff will seek to resolve concerns immediately at the point they are raised.  Many issues can be resolved quickly through explanation, clarification or by taking prompt corrective action.

  • Stage 2 – Formal Complaint

If the matter cannot be resolved immediately, or the complainant wishes to make a formal complaint, it will be referred to an appropriate manager to investigate and respond.

We will:

  • Acknowledge the complaint within five working days.
  • Investigate the circumstances fairly and impartially.
  • Speak with relevant staff or witnesses where necessary.
  • Review any relevant records or evidence.
  • Provide a written response, normally within 20 working days. If additional time is required, we will explain why and provide an updated timescale.

Our response will explain our findings and whether the complaint has been upheld, partially upheld or not upheld, plus any actions we have taken or intend to take.

  • Stage 3 -Complaint Resolution and remedies

Where a complaint is upheld or partially upheld, PHQ will consider what action is fair and appropriate in response and, where possible, to prevent the same issue reoccurring.

When deciding on a suitable resolution, staff and managers should consider what went wrong, the impact on the complainant, any reasonable costs they have incurred, the outcome they are seeking and how similar complaints have been handled.

  • Stage 4 – outcome review

If the complainant remains dissatisfied, they can request that their complaint is reviewed.  This must be requested within 10 working days of receiving the outcome notification.

  • A review will be conducted by a senior manager or trustee within 10 working days of receiving the review request. Where the timescale will be longer, we will explain why and provide an updated timescale.

The review will consider whether:

  • The complaint was investigated appropriately.
  • The procedure was followed correctly.
  • The outcome was reasonable based on the available evidence.

The review decision will normally be issued within five working days of completion of a review and will represent our final response.  Where applicable, our final response will provide details of any relevant external body to which the complainant may refer the matter.

 

Our Commitment

 

We will:

  • Treat complainants with courtesy and respect.
  • Investigate complaints fairly and objectively.
  • Keep information confidential where appropriate.
  • Comply with data protection legislation.
  • Use complaints to improve our operations and services where appropriate.

We ask complainants to treat our staff and volunteers respectfully throughout the process.  We will not tolerate abusive, threatening or otherwise unacceptable behaviour towards our staff or volunteers. Where a complainant’s behaviour or contact becomes unreasonable or places disproportionate demands on PHQ, we

may place reasonable limits on how we communicate with them. Any such restrictions will be proportionate, kept under review and, where appropriate, explained to the complainant.

Formal complaints will be recorded and retained in accordance with our data retention arrangements.  Complaint records will be reviewed periodically to identify trends, learning opportunities and improvements to our operations and services.