Complaints Policy

Introduction

This policy sets out the procedure for raising and addressing complaints to Edinburgh Hebrew Congregation (EHC), which is overseen by a Board of Trustees headed by the Chair. We are committed to fostering a respectful, inclusive, and transparent environment for all members, visitors, and staff.

Scope

This policy applies to any complaints relating to the conduct, facilities, services, or activities of EHC (including its website and social media). Complaints may be made by members, visitors or volunteers. Staff should use the separate grievance procedure. Complaints of a safeguarding nature should be made direct to the Safeguarding Lead, whose details can be obtained from EHC Admin at notifications.ehc4@gmail.com . Complaints to do with religious matters should be addressed to the Rabbi in the first instance and then follow the Formal process below if there is no resolution.

How to Make a Complaint

  1. Informal Resolution: Wherever possible, complaints should first be raised informally with the person concerned in order to seek a prompt resolution.
  2. Formal Complaint: If the issue cannot be resolved informally, a formal complaint should be submitted in writing to the Board of Trustees, addressed to the Chair at EHC Admin. The complaint should include details of the issue, relevant dates, and any actions taken thus far.

Procedure for Handling Complaints

  1. Acknowledgement: The Chair (or nominated deputy) will acknowledge receipt of the complaint within seven days and confirm the process that will be followed.
  2. Investigation: The Board of Trustees will arrange for a fair and thorough investigation to be carried out, which may include meetings with relevant parties and reviewing documentation. Should a Trustee or relative of theirs be the complainant or subject of the complaint, that Trustee should be recused from the process.
  3. Resolution: Once the investigation is complete, the Chair will communicate the outcome to the complainant, outlining any actions to be taken. This will be done within 28 days of receiving the formal complaint where possible.
  4. Appeals: If the complainant is dissatisfied with the outcome, they may request a review by the full Board of Trustees, whose decision will be final from EHC.
  5. Raising a Concern to the Regulator: The Scottish Charity regulator, OSCR, is the official body that can deal with certain complaints about charities in Scotland. More information here: https://www.oscr.org.uk/raise-a-concern/

Confidentiality

All complaints will be handled sensitively and confidentially, in accordance with relevant data protection legislation.

Monitoring and Review

The Board of Trustees will review this policy annually to ensure its effectiveness and make any necessary updates.

Contact Details

Complaints and correspondence should be directed by email to the Chair at notifications.ehc4@gmail.com or alternatively by letter to the Chair, EHC, 4A Salisbury Road, Edinburgh EH16 5AB, in either case marked as confidential.