Complaints Policy

This policy sets out our approach to resolving complaints raised against Climate Outreach, including 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: 15/07/2025
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: 

 Initial Handling

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. 

 Investigation and Response

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.

Special Circumstances

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.

Vexatious or Unreasonable Complaints

To protect the charity, its staff, and Trustees from repeated, persistent, or vexatious complaints, the following policy will apply:

a. Definition

A complaint may be considered vexatious or unreasonable if it:

• • • Clearly lacks substance or merit.
    • Is intended to cause disruption, distress, or reputational harm.
    • Is repetitive, harassing, or aggressive in tone or behaviour.
    • Demands disproportionate resources relative to its seriousness.
    • Has already been responded to and offers no new information.

b. Assessment

• • • The CEO, in consultation with the Chair of the Board, may recommend that a complaint is classified as vexatious or unreasonable.
    • If the complaint concerns a Trustee or the Board’s actions, a panel of Trustees not involved in the subject of the complaint will assess whether the vexatious classification is appropriate.
    • In exceptional circumstances, it may be deemed appropriate not to respond to a complaint at all. This decision must be agreed jointly by the CEO and the Chair of the Board, with clear rationale documented.
    • A record of the decision and the rationale will be documented and stored confidentially.

c. Future Complaints

• • • The Board may determine that future complaints from the same individual or organisation will not receive a response if they are deemed to fall within the criteria above.
    • In such cases, the complainant will be notified in writing (where appropriate) of this decision and the reasons.
    • The Board will review this restriction periodically (e.g., annually) to ensure it remains justified.

d. Safeguards

This policy is not intended to discourage or prevent the raising of genuine complaints or concerns made in good faith.