Here we have our group’s ‘Complaints Policy and Procedure’ and our ‘Safeguarding Policy’ documents.

Chester City of Sanctuary Group

Complaints Policy & Procedure

Introduction

Chester City of Sanctuary Group (“CCoSG”) is committed to providing high-quality activities and creating a positive and inclusive environment for refugees, people seeking sanctuary, its members and the local community. 

We value feedback and take all complaints seriously. This policy outlines how complaints will be handled, ensuring that they are addressed in a fair, transparent, and timely manner.

We will publish this policy on our website for ease of access. 

• Scope

This Complaints Policy applies to all CCoSG activities, including but not limited to:

• Activities and events organised by CCoSG.
• Interactions between members, refugees, people seeking sanctuary, and members of the community.
• The behaviour of CCoSG members.

• Making a Complaint

Informal Complaints:

We encourage individuals to address concerns informally, where possible. If someone is dissatisfied with an aspect of our practice, we recommend they speak directly with the member involved.

Many issues can be resolved through a respectful conversation, and we encourage a solution-oriented approach.

Formal Complaints:

If a concern cannot be resolved informally, individuals should submit a formal complaint in writing to the Chair of Trustees. Complaints should be submitted via email: [email protected]

Complaints should include:

• The nature of the complaint (what happened).
• Details of the individual(s) involved.
• Any steps already taken to resolve the issue (if applicable).
• Any supporting evidence (e.g., emails, photos, records of communication).
• Preferred outcome or resolution (if applicable).

• Complaints Procedure

Acknowledgment:

Once a complaint is received, it will normally be acknowledged within 5 working days.

Investigation:

The complaint will be investigated by someone with appropriate experience appointed by the trustees, who will gather facts, review evidence, and interview relevant parties. That person won’t have had any involvement in the complaint before the investigation. The investigation must be thorough, impartial and sensitive. We will aim to complete the investigation within 20 working days of receiving the complaint. If additional time is needed, we will inform the complainant of the delay and provide a new timeline.

Resolution:

After completing the investigation, we will inform the complainant of the outcome and any actions taken. This may include:

• An apology or explanation.
• A change in practice.
• Referral to external bodies if necessary (e.g. for additional training)

Outcome Review:

If the complainant is dissatisfied with the outcome, they can request a review of the decision. This review will be conducted by a different member of the group who was not involved in the original investigation.

We will aim to complete the review process within 15 working days of receiving the request. If additional time is needed, we will inform the complainant of the delay and provide a new timeline.

Anonymous Complaints:

CCoSG will consider anonymous complaints, though it may be more difficult to investigate these effectively without specific details.

Whenever possible, we will respond to anonymous complaints and take appropriate action.

• Unreasonable Complaints

We are committed to addressing all complaints fairly and thoroughly. However, we recognize that some complaints may be unreasonable due to their nature or frequency. Unreasonable complaints may include those that are excessively repetitive, malicious, or unrealistic, or those where no clear or actionable issue is raised. In such cases, we reserve the right to limit our response or refuse to engage further.

We aim to resolve all complaints in a constructive manner, but we also strive to maintain a balanced approach, ensuring resources are focused on addressing legitimate concerns.

• Complaints about CCoSG

In the first instance you must contact CCoSG directly to raise your complaint.

If after the group’s complaints procedure has been exhausted and the complainant is not satisfied they can raise the complaint with City of Sanctuary UK. However, the complaint will only be investigated by City of Sanctuary UK if the complainant has provided evidence that:-

• A group may have acted contrary to the values of City of Sanctuary;
• What a group has allegedly done, or not done, is of such a serious nature that it brings the City of Sanctuary name and reputation into disrepute.

Complaints should be sent to the Chief Officer. If following an investigation, the Chief Officer finds sufficient evidence enough to justify the complaint they will refer the matter to the trustees to decide whether the group will be removed from the network.

• Complaints about an awarded mainstream institution/organisation.

We use the Sanctuary Awards process to hold institutions and organisations accountable and will only investigate a complaint if the relevant award criteria are no longer being met.

Initial complaints will need to go to the organisation concerned. You may wish to check with CCoSG whether the organisation concerned is an awarded institution/organisation and whether this was processed by CCoSG or City of Sanctuary UK.

If the organisation was awarded by City of Sanctuary UK, CCoSG will notify the relevant member of staff at City of Sanctuary UK. The complaint will therefore be handled by City of Sanctuary UK using their complaints procedure.

If the organisation was awarded by CCoSG, the following process will be followed. 

 Informal Complaints:

We encourage individuals to address concerns informally, where possible. Many issues can be resolved through a respectful conversation, and we encourage a solution-oriented approach.

Formal Complaints:

If a concern cannot be resolved informally, individuals should submit a formal complaint in writing to the chair of trustees. Complaints should be submitted via email: [email protected]

During the investigation the person handling the complaint will consider the following key questions:-

1.    Has the organisation acted contrary to City of Sanctuary values?

2.    Is what the organisation has done/not done of such a serious nature that it has brought the City of Sanctuary name and reputation into disrepute? 

If following an investigation, the person handling the complaint has sufficient evidence to be able to answer these questions in the affirmative it will decide whether to revoke the organisation of its award. In this instance City of Sanctuary UK will be notified.

If there is insufficient evidence to answer the above questions the complaints handler will consider the following:-

 Has the organisation continued to meet the award criteria?

If following the investigation, the person handling the complaint has sufficient evidence to conclude that the organisation has continued to meet the award criteria, then members of CCoSG will work with the organisation to agree targets to be met within a reasonable period.

 In these instances, it is preferable that the matter is resolved informally between the organisation and CCoSG. If the organisation fails to make the improvements, or the complainant is dissatisfied with the outcome, the matter will be referred to City of Sanctuary UK who will decide whether it feels it is necessary to withdraw the award. If improvements are not met by the time the award is up for renewal the organisation will not be eligible for reaccreditation until it is able to prove it is now able to meet the criteria.  

• Confidentiality

Complaints will be treated in confidence, and only those who need to know will be informed.

However, in certain circumstances, information may need to be shared with external authorities (e.g., if the complaint relates to safeguarding concerns, criminal behaviour, or illegal activities).

• Monitoring and Review

The Complaints Policy will be reviewed annually to ensure it is effective and continues to meet the needs of the organization and those we serve.

Data on complaints will be monitored to identify any trends or areas where improvements can be made.

Contact Information

Complaints contact: Chair of Trustees, [email protected]

Chester City of Sanctuary Group

Safeguarding Policy

Introduction

Chester City of Sanctuary Group (“CCoSG”) seeks to promote the inclusion and welfare of asylum seekers and refugees; to encourage and support statutory and non-statutory organisations and businesses to support and work with asylum seekers and refugees; to publicise and celebrate the contribution asylum seekers and refugees make to society and community.

CCoSG does not provide direct services to children or vulnerable adults but is committed to safeguarding all children, young people and vulnerable adults who come into contact with its activities.

Principles

• Promote a safe and healthy environment and culture.
• Respond promptly to every safeguarding concern and allegation.
• Provide pastoral care to anyone in the group who is the subject of concerns or allegations of abuse.
• Listen to and take seriously all those who disclose abuse.

CCoSG

CCoSG will:

• Have a named safeguarding officer who will implement policies and procedures.
• Display on the website the safeguarding policy and contact details for the safeguarding officer.
• Report any safeguarding concerns to the appropriate safeguarding agency.

Safeguarding Officer

The safeguarding officer will:

• On behalf of the group report any safeguarding concerns to the appropriate safeguarding agency.
• Inform the Trustees about any concerns and any actions stemming from these concerns.
• Provide information about safeguarding to members.
• Monitor a dedicated safeguarding email account and retain records in a secure and confidential manner.

Members

Members will:

• Provide their contact details (address, email, telephone) to CCosG.
• Confirm that they have read and agree to comply with the safeguarding policy.
• Be aware of relevant safeguarding matters (e.g. by reading guidance notes and training opportunities provided by the safeguarding officer).
• Report any safeguarding concerns to the safeguarding officer by using the safeguarding email address.  If the safeguarding officer is not available or the concern is urgent then a member can report a safeguarding concern directly to the appropriate safeguarding agency.

Contacts

CCoSG safeguarding officer: Mike Johnson; email: [email protected]

Local Children’s Services, Cheshire West and Chester Council:  Tel: 0300 123 7047; Out of hours: 01244 977277

Local Adults Services, Cheshire West and Chester Council: Tel: 0300 123 7034; Out of hours 01244 977277

Police; Emergency contact:  Tel: 999

Police; Non-emergency contact:  Tel: 101 (this will automatically connect to your local police division)