Complaints
Complaints and whistleblowing
Complaining should be easy and safe. If we have got something wrong, we would rather hear it from you than not hear it at all.
Which route you need
A complaint
Something we did, decided or published that you think was wrong, unfair or poorly handled. Use the contact route and say it is a complaint.
A safeguarding concern
You are worried about the safety or wellbeing of a child or an adult at risk. Use the safeguarding route — it bypasses general triage and is reviewed immediately.
A whistleblowing disclosure
You believe there is wrongdoing inside the organisation — fraud, financial impropriety, abuse of position, danger to health and safety, or a deliberate attempt to conceal any of these. See below.
How we handle a complaint
- Acknowledgement. We confirm we have received it and give you a reference.
- Review. Someone not involved in what you are complaining about looks at it.
- Response. We tell you what we found, what we are doing, and what we are not doing and why.
- Escalation. If you are not satisfied, you can ask for it to be escalated to the board.
We will not treat you differently because you complained. If a complaint concerns a person, that person does not handle it and is not given your details without your knowledge.
Whistleblowing
If you believe there is serious wrongdoing inside Voice of Generations, you can raise it directly with the board.
- You may raise it anonymously. Anonymous disclosures are harder to investigate, but they are investigated.
- You will not be penalised. No one who raises a genuine concern in good faith will be dismissed, excluded, demoted or disadvantaged for doing so, whether or not the concern turns out to be founded.
- Conflicted people are excluded. Anyone named in a disclosure, and anyone connected to them, plays no part in assessing it. A disclosure concerning the founder goes to the board without passing through the founder's office.
- You may go outside. Nothing here prevents you from reporting to a regulator, the police or another appropriate authority, and we will not treat doing so as a breach of any obligation to us.
If your concern is about the founder or a senior leader
Say so when you raise it. It will be routed to the board directly, and the person concerned will not be told who raised it unless you agree.
Timescales
Acknowledgement
Within two business days.
Substantive response to a complaint
Within twenty business days, or an explanation of why it will take longer.
Safeguarding concerns
Reviewed immediately on receipt.