Complaints Policy

Media Trust is committed to working in an open and accountable way that builds the trust and respect of all our stakeholders. We also want to ensure the highest standards of ethics and performance across all areas of our organisation. One of the ways in which we can continue to improve our service is by listening and responding to the views of our stakeholders, and in particular by responding positively to complaints regarding our employees or our services, and finding a suitable resolution.

We take complaints very seriously and we treat them as an opportunity to develop. This is why we are always very grateful to hear from people who are willing to take the time to help us improve and who contact us about their problems, concerns or worries.

People and Responsibilities

Media Trust has a nominated Complaints Coordinator who will work with the person who made a complaint and the staff member involved with the aim of ensuring that the situation is solved promptly and to the satisfaction of all parties. On occasion, this may require involvement from the line manager of the staff member involved.

Our Chief Executive has overall responsibility for ensuring that complaints about employees and services are handled appropriately.

Process overview

Media Trust aims to:

  1. make making a complaint an easy process, taking into account different ways of preferred communication;
  2. treat complainants promptly, politely, and, where appropriate, confidentially;
  3. investigate the complaint fully and impartially;
  4. respond to the complainant within a reasonable timescale;
  5. provide clear information and support both to the complainant and to any staff member that is the subject of a complaint; and
  6. provide details on escalating the process should the complaint not be resolved to the complainant’s satisfaction.

Complaints Procedure

Making a complaint

It’s simple. You decide how you would like to get in touch with us:

You can call us on 020 871 5600. Our phone lines are open Monday to Friday from 9am to 5pm. Outside of these hours you can always leave us a message and a contact number and someone will return your call before midday the next working day.

You can email us at hello@mediatrust.org.

Or you can write to us at:

Media Trust
WeWork
123 Buckingham Palace Road
London SW1W 9SH

Please include your name, address and contact telephone number in your email or letter so that we can get back in touch with you easily.

Complaint details

To ensure we deal with your complaint promptly and accurately, please tell us:

  • Exactly what the problem is and how it has occurred – please give as much information as possible
  • How it has affected you
  • What you consider should be done to put the matter right

Procedure

  • Stage One – Complaint

We will acknowledge your complaint within 72 hours of receipt. We will record your complaint and between us we can agree on the best way and time to get back in contact with you.

  • Stage Two – Investigation

We endeavour to respond fully and conclusively to all complaints within seven working days of our acknowledgement; if we think it will take longer, we will let you know. The Complaints Coordinator will lead the investigation and ensure that all complaints are dealt with impartially and promptly. If the complaint is about the Complaints Coordinator, the investigation will be led by the Chief Executive. If the complaint is about Chief Executive, the investigation will be referred to and led by our Board of Trustees.

  •  Stage Three – Appeal

If you are dissatisfied with the outcome of the investigation, you may appeal to the Chief Executive or, where the complaint is about the Chief Executive, our Board of Trustees.

Escalation

We aim to resolve your complaint in an honest, open and satisfactory way. If after going through all the stages of our Complaints Procedure, you do not feel completely satisfied by our response, then you may wish to contact the following relevant agency:

Information Commissioner’s Office

Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

Tel:0303 123 1113

https://ico.org.uk/concerns/

The Charity Commission
The Charity Commission, PO Box 1227, Liverpool L69 3UG

Tel:  0845 3000 218

Situations where we may not respond to a complaint

On rare occasions we may choose not to respond to a complaint. These include:

  • When a complaint is about something that Media Trust has no direct connection to. We may choose to reply to clear our name but we are not obliged to
  • When someone unreasonably pursues a complaint that we have already responded to. In this case, we may choose not to reply again – we will always inform the complainant of our decision to do this
  • When a complainant is being obviously abusive, prejudiced or offensive in their manner
  • When a complainant is harassing a staff member
  • When a complaint is incoherent or illegible
  • When a complaint has clearly been sent to us and numerous other organisations as part of a bulk mailing or email. In this instance, we will determine whether it is necessary for us to reply or not.

When a complaint is made anonymously, we cannot respond to the complainant, but we will investigate the complaint and use the information to improve in any way that we can.

Record keeping

Media Trust will keep a record of each complaint and outcomes for two years from the date of the complaint.

July 2020

Our Corporate Partners

We enjoy outstanding support from the media industry. Our partners include: