Complaints Policy, Blue Moss October 2017
Blue Moss views complaints as an opportunity to learn and improve. It is also an opportunity for us to respond to any person who has made any complaint.
Our complaints policy is intended to:
- provide a fair and easy to use process for anyone making a complaint;
- ensure that people know how to contact us to make a complaint;
- make sure everyone connected to Blue Moss knows what to do if a complaint is received;
- make sure all complaints are considered fairly and swiftly;
- make sure that complaints are resolved and that, where we can, all relationships are repaired;
- support us in gathering information that will helps us to continue to improve.
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Blue Moss.
Making a Complaint
Clients and other users of Blue Moss services are, in the first instance, invited to raise their concern informally with the individual concerned. Alternatively, another Blue Moss facilitator will be happy to informally discuss any concern expressed by clients of Blue Moss.
Blue Moss representatives will endeavour to understand the nature of the concern being raised and establish whether or not this can be resolved easily. If the concern cannot easily be resolved by the individual being approached informally, the complainant is encouraged to contact another appropriate Blue Moss representative to ensure resolution.
Blue Moss aims to resolve any informal complaint within 7 working days, but this will depend on the nature of any investigation should it be required. Should the investigation extend beyond this time period, the complainant will receive written notice of this.
If the matter is not satisfactorily resolved, the complainant is invited to make a formal complaint.
If the issue has not been resolved satisfactorily through informal channels, the complainant is invited to formalise their complaint in writing, by letter or email. Depending on the nature of the complaint, it should be directed via email addresses on the website.
The Board of Directors is responsible for addressing the issues raised in the complaint, including reporting that the complaint has been made and investigating it.
Formal complaints will be acknowledged within seven working days.
Blue Moss aims to resolve any formal complaint within 28 working days, but this will depend on the nature of any investigation should it be required. Should the investigation extend beyond this time period, the complainant will receive written notice of this.
All complaint information will be handled sensitively. Blue Moss will follow relevant data protection requirements and will inform only those who need to know about any aspect of a particular complaint.
Overall responsibility for this policy and its implementation lies with Blue Moss Directors.
Preservation of your privacy is important to Blue Moss and we are committed to letting you know how we use your personal information and to making only responsible use of your data.
References to “we”, “us”, “you” or “our” in this privacy statement are references to Blue Moss, a private company limited by share registered in Northern Ireland, registered company number: NI646281
This statement relates to the various contact types associated with Blue Moss including contact with existing, previous and potential clients.
1. What personal data we collect
Blue Moss collects personal data when you enquire about or engage with the services we offer.
The information will include your full name, job title, email address and phone number. We also may ask for some non-personal data (e.g. how you heard about Blue Moss or the services you are interested in).
You are responsible for making sure you give us accurate and up to date information. If you provide information on behalf of another person, you will need to tell them how to find this privacy statement and make sure they agree to us using their information for the purposes set out in it.
In all instances where we collect the data from individuals it’s in order to deliver our services.
2. How we use your personal data
We use your personal information to enable us to discuss & deliver the services that you wish to acquisition from Blue Moss. We never share your information with third parties, unless it is necessary to deliver the service you have requested from us. Primary examples of this include, but are not limited, to:
Sharing data with our event venues for security and safety purposes, or to ensure our accessibility obligations are met.
We never share your information with third parties for marketing purposes without asking for specific, unambiguous consent. Some of our services may be delivered alongside a relevant partner (e.g. an associate facilitator or partner organisation/company with additional expertise). On some occasions, we might ask you if we can share those details with the associate facilitator/partner. If consent is not received then your data will not be shared.
From time-to-time, we may use your feedback and attribute it to you (e.g. by quoting a name and organisation alongside the feedback). We take this information from evaluations you are asked to complete and we do so to talk about our services publicly or demonstrate the impact of Blue Moss to key stakeholders. We never share your information without asking for specific, unambiguous consent. This will be very clear on the relevant forms you complete. If in any case, this consent is not received then your data will not be shared.
3. Your rights to be informed
To update your data
If you wish to access or rectify personal data that has been collected or if you wish to receive any personal data we hold on you, please contact firstname.lastname@example.org and we will respond to your request within one calendar month.
To delete your data
If you wish to have your data removed entirely from our records, please contact email@example.com and we will respond to your request within one calendar month.
Please note that for legal reasons we are required to keep financial/transactional records for a minimum period of six years from the end of the financial year in which the transaction was made.
To withdraw your consent
If you wish to withdraw your consent from receiving email communications, this can be done by contacting firstname.lastname@example.org and we will respond to your request as soon as possible.
To object to, or restrict data processing
If you object to the processing of your personal data or wish to restrict the way in which it is processed by us, please contact email@example.com and we will respond as soon as possible. Please note that this may affect our ability to deliver our services to you.
5. How long we retain your data
We retain your personal data for as long as is considered necessary for the purpose for which it was collected (including as required by applicable law or regulation, typically 6 years). In addition, personal data may be securely archived with restricted access (and other appropriate safeguards) where there is a need to continue to retain it.
Financial records, including those of event payments and refunds, will be retained for a minimum period of six years from the end of the financial year in which the booking was made in order to comply with statutory obligations.
6. Questions or complaints
If you have questions or a complaint about the way your personal data has been processed by Blue Moss, please email firstname.lastname@example.org and we will look into this for you as a matter of priority.
If you wish to take your complaint further, you can contact the Information Commissioner’s Office (ICO), which is the independent regulatory authority who exist to uphold information rights in the UK. For more information, visit their website or call their helpline on 0303 123 1113.
7. Changes to our privacy statement
Updates to this privacy statement will appear on this website. This privacy statement was last updated on 23.05.2019
Safe Guarding Policy and Procedure
Blue Moss: Safeguarding Policy and Procedure July 2017
This policy applies to all staff and volunteers and any other person working on behalf of Blue Moss.
The intention of this policy is to
- Protect all children, young people, vulnerable adults and any other person who receives service from Blue Moss.
- Provide all staff and volunteers and any other person working on behalf of Blue Moss with guiding principles to safeguarding and particularly protection of children, young people and vulnerable adults.
This policy is founded upon law and guidance including consideration of:
- Children Act 1989
- United Nations Convention on the Rights of the Child 1991
- Human Rights Act 1998
- Sexual Offences Act 2003
- Children Act 2004
- Safeguarding Vulnerable Groups Act 2006
- Children and Families Act 2014
This policy should be read alongside all other policies and procedures of Blue Moss.
We recognise that:
- The welfare of the child is paramount, as enshrined in the Children Act 1989.
- All people – especially children – regardless of age, disability, gender, racial heritage, religious belief, sexual orientation or identity, have a right to equal protection from all types of harm or abuse.
- Working in partnership with children, young people, their parents, carers and other agencies is essential in promoting young people’s welfare.
We seek to keep everyone safe by:
- Valuing them, listening to them and respecting them.
- Adopting child protection and vulnerable adult protection and safeguarding practices through procedures and a code of conduct for all staff and volunteers.
- Implementing our e-safety policy and other related procedures.
- Providing effective management for staff and volunteers through supervision, support, training and quality assurance measures.
- Recruiting staff and volunteers correctly, including the completion of all necessary checks.
- Recording and storing information professionally and securely.
- Using our procedures to manage any allegations against staff and volunteers appropriately.
- Ensuring we have effective complaints and whistleblowing measures in place.
Review and Update
Blue Moss is committed to reviewing this policy on an annual basis. It was last reviewed and updated at Board of Director meeting on 27th July 2017.