INTRODUCTION
Finding Your Feet (FYF) aims to provide the best possible service, but if we should, in your opinion, fall short of the high standards we set, there is a redress procedure which you can use.
Complaints should be put in writing and e-mailed to [email protected] with the subject ‘Complaint’. If posted, it should be addressed to the CEO & Founder, Finding Your Feet, FYF Charity Hub, 25 St James Street, Paisley, PA3 2HQ. If the complaint is about the CEO or Founder, it should be addressed to ‘Trustees’
PROCEDURE
Stage One
In the first instance the complaint will be dealt with by the CEO, Founder and the manager responsible for the issue/service being complained about. They may be able to resolve it swiftly and should do so if possible and appropriate. Complaints received about Trustees will be dealt with by the Chair / Vice Chair of the Board.
If the complaint relates to a member of staff/volunteer/Trustee, they should be informed and given a fair opportunity to respond.
Complaints should be acknowledged by the person handling the complaint within a week. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply.
A copy of this complaints procedure should be attached. 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 upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
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 at Trustee level.
The request for review should be acknowledged within a week of receiving it.
The acknowledgement should say when the complainant can expect a reply. If the complaint relates to a specific person, they should be informed and given a further opportunity to respond.
The person who dealt with the original complaint at Stage One should be kept informed of what is happening. 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 upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
COMPLAINTS TO THE OFFICE OF THE SCOTTISH CHARITY REGISTER (OSCR)
FYF is regulated by OSCR. The complainant can complain to OSCR at any stage:
Quadrant House, 9 Riverside Dr, Dundee, Dundee City DD1 4NY
01382 220446
Opening hours: 8:30am to 4:30pm Monday to Thursday, 8:30am to 4pm Friday
https://www.oscr.org.uk/about-oscr/who-we-are/ https://www.oscr.org.uk/about-charities/raise-a-concern/
VARIATION OF THE COMPLAINTS PROCEDURE
The Management Team / Trustees may vary the procedure for good reason such as to avoid a conflict of interest. If this occurs all parties involved will be informed of the changes and the rationale.
MONITORING AND LEARNING FROM COMPLAINTS
All complaints are logged by the CEO. We use each one as a chance to learn and make improvements. We also review the records to spot any patterns, so we can pick up on wider issues.
SPECIFIC TYPES OF COMPLAINTS
While most complaints will follow the same process, some areas need a bit of extra care. This includes fundraising, safeguarding, data protection, and accessibility. Any concerns in these areas will be handled through this process but, where relevant, may also be referred to the right policy or procedure to make sure they’re dealt with properly and taken seriously.
Fundraising complaints
If someone has a concern about our fundraising eg how we ask for donations, how we work with supporters etc, they can use this same complaints process. Our team will explain how it works if asked, and we’ll make sure any fundraising complaint is taken seriously, handled fairly, and used as an opportunity to improve.
Safeguarding complaints
If a complaint involves the safety or well-being of an FYF Trooper (amputee), volunteer or staff member, it will be handled under our safeguarding procedures as well as this complaints process. Safeguarding concerns are always treated as a priority.
Data protection and privacy complaints
If someone is unhappy about how we collect, store or use their personal information, we’ll make sure the complaint is handled in line with our Data Protection and GDPR policies, as well as through this process.
FYF Complaints Policy and Procedure
Version:Â Â Â Â Â Â Â Â Â Â 1.1
Date adopted:Â Â Â Â Â Â Â 2nd April 2019
Date reviewed:Â Â Â Â Â Â 4th September 2025