Motivez Privacy Policies, Terms of Service and more.
Effective Date: [01/09/2025]
Statement of Policy and Purpose
Motivezcic CIC, referred to as “Motivez” for the purpose of this policy (the “Organisation”) is committed to providing high quality programmes, partnerships and services for young people, schools, community partners, funders and supporters.
We recognise that, despite our best efforts, there may be occasions when individuals or organisations feel dissatisfied with an aspect of our work. This policy sets out how Motivez will receive, investigate and respond to complaints in a fair, transparent and timely manner.
Our aim is to resolve complaints quickly and informally where possible and to use feedback as an opportunity for learning and continuous improvement.
This policy applies to all stakeholders of Motivez, including participants, parents or guardians, volunteers, staff, delivery partners, suppliers, donors and members of the public.
Who is Responsible
Overall responsibility for this policy rests with the Board of Directors. Day to day implementation lies with the Chief Executive Officer (CEO) or a nominated senior manager.
All members of staff and volunteers share a collective responsibility to act courteously, take concerns seriously and refer complaints in accordance with this policy.
What is a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Motivez’s work, services, activities, staff conduct, communication or fundraising practices.
Examples include but are not limited to:
Concerns about the delivery or quality of a programme or event.
The behaviour or attitude of a Motivez team member, contractor or volunteer.
Miscommunication or delay in responding to enquiries.
Issues relating to donations, fundraising communications or use of funds.
Health, safety or safeguarding concerns.
Matters that constitute a safeguarding concern will be handled under the Organisation’s Safeguarding Policy and referred immediately to the Designated Safeguarding Lead.
How Complaints Are Handled
Stage 1 – Informal Resolution
Where appropriate, complaints will be addressed informally by the relevant staff member or manager. We will acknowledge your complaint within five (5) working days and aim to resolve it within ten (10) working days.
Stage 2 – Formal Investigation
If the complaint cannot be resolved informally or is of a more serious nature, it will be referred to a senior manager who is independent of the matter.
The complaint will be acknowledged in writing within five (5) working days.
A thorough investigation will be conducted, and a written response will be issued within twenty (20) working days. If the investigation requires more time, the complainant will be informed of the revised timeframe.
Stage 3 – Appeal
If you are dissatisfied with the outcome, you may appeal in writing to the Chief Executive Officer or, where appropriate, to the Chair of the Board.
The appeal will be reviewed within thirty (30) working days and a final written response provided. This decision will be final.
Fundraising Related Complaints
Motivez is committed to upholding the highest standards of integrity and transparency in all fundraising activities.
If your complaint relates to our fundraising communications, donations, use of funds or conduct of fundraisers or partners, we will:
Acknowledge your concern within five (5) working days.
Investigate in line with the Fundraising Regulator’s Code of Fundraising Practice.
Provide a written response within twenty (20) working days.
If you remain dissatisfied after exhausting our internal process, you may contact the Fundraising Regulator at www.fundraisingregulator.org.uk or by phone on 0300 999 3407.
Confidentiality and Data Protection
All complaints will be treated sensitively and confidentially. Information will only be shared with those directly involved in investigating or responding to the matter.
All personal data will be handled in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, and in line with Motivez’s Privacy Policy.
Learning and Improvement
Complaints are reviewed regularly by senior management and the Board to identify patterns, lessons learned and actions required to improve our services.
An anonymised summary of complaints and outcomes may be presented in internal reports or annual reviews.
External Oversight
If, after exhausting the internal and appeal processes, the complainant remains dissatisfied, they may refer their concern to:
The Regulator of Community Interest Companies: https://www.gov.uk/government/organisations/office-of-the-regulator-of-community-interest-companies
The Charity Commission for England and Wales, if the complaint relates to charitable activities: https://www.gov.uk/complain-about-charity
Review of this Policy
The Board of Directors will review this policy annually to ensure it remains effective, compliant with UK law and consistent with Motivez’s values and commitments.
Staff and stakeholders are encouraged to provide feedback on this policy and suggest ways in which it might be improved by contacting directors@motivez.co.uk.
