Complaints Policy

This policy sets out our approach to resolving complaints raised against a member of the Climate Outreach team or its Board of Trustees. Its purpose is to enable complaints to be resolved in a conciliatory, speedy and effective manner.

Date of last review: 02/05/2024
Frequency of review: Every two years
Policy owner: CEO
Approved by: Board of Trustees

Complaints can be raised by contacting info@climateoutreach.org, and the following process will apply:

(1) The complaint will be flagged to the CEO. They will consider what action needs to be taken and if / how the Trustees need to be informed.

(2) If the Trustees need to be informed during the process, the CEO will contact the Chair of the Board and request a meeting to discuss it and the next steps.

(3) The Chair will update the rest of the Trustees and decide if a meeting of the Board needs to be called.

(4) If the Trustees do not need to be informed during the process the CEO will update them at the next meeting of the Board.

(5) The CEO will lead the process of investigating the complaint and communicating with the person raising it, as appropriate. They will aim to complete this investigation within five working days.

(6) Any appeal against the CEO’s decision will be heard by the Chair of the Board. The Chair’s decision will be final, subject to ratification by the Board of Trustees.

(7) If the complaint is relating to the conduct of the CEO it will be investigated by a senior member of the team or the Chair of the Board, as appropriate.

(8) If the complaint is relating to the conduct of a member of the Board of Trustees it will be investigated by a member of the Board of Trustees who is not the subject of the complaint.