Complaints Policy
Introduction
New Anglia LEP takes complaints very seriously and whilst we try to provide a good service,
we know that sometimes things go wrong. A complaints procedure has been developed in
response to this.
Policy Aims
The aims of this policy are to:
• provide a means for members of the public/third parties to express legitimate
concerns and have them addressed
• ensure that issues are resolved quickly and satisfactorily in order to protect the users
of our services.
We aim to sort out complaints quickly and fairly and we will try to sort out any mistake or
misunderstanding straight away. Sometimes it may take longer, but we will let you know how
long it will take.
Employees, board members and contractors should refer to the Whistle Blowing Policy.
Definition of a Complaint
A complaint is an expression of dissatisfaction, however made, about the standard of
service, action or lack of action by New Anglia LEP, its staff, or directors which affects an
individual, a company or organisation.
This policy also covers concerns which are in the public interest and could include:
• financial malpractice or impropriety or fraud
• failure to comply with a legal obligation or statutes
• dangers to health & safety or the environment
• criminal activity
• improper conduct or unethical behaviour
• attempts to conceal any of these.
What we Learn from Complaints
We keep records of all the complaints received and monitor them regularly. This helps us to:
• identify areas of service where we need to make changes and improvements
• make sure we are dealing with complaints effectively and consistently.
Procedures (Stage One)
The people who can best deal with a complaint are those you have been dealing with. You
should speak or write to the member of the team and explain the reasons you are unhappy.
We will acknowledge your complaint in three working days and we can usually sort out
mistakes and misunderstandings quickly and informally at this stage.
Please be aware that all complaints will be treated with the utmost discretion. However, if an
individual wishes to make a confidential complaint, they may do so by using the complaints
form on the website https://newanglia.co.uk/complaints/. Whilst anonymous complaints will
still be processed and addressed in accordance with this policy, we will not be able to
provide a response to the complainant.
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The LEP will respond to concerns raised by an individual who must not forget that testing out
concerns is not the same as either accepting or rejecting them. Where appropriate, the
matters raised may:
• be investigated by management or through the disciplinary process
• be referred to the police
• be referred to the external auditor and/or
• form the subject of an independent inquiry.
In order to protect individuals and those accused of misdeeds or possible malpractice, initial
enquiries will be made to decide whether an investigation is appropriate and, if so, what form
it should take. The overriding principle that the LEP will have in mind is the public interest.
Concerns or allegations that fall within the scope of specific procedures (for example,
discrimination issues) will normally be referred for consideration under those procedures.
Usually within 10 working days of a concern being raised, the responsible person will write to
the complainant:
• acknowledging that the concern has been received
• indicating how the LEP proposes to deal with the matter
• giving an estimate of how long it will take to provide a final response
• telling them whether any initial enquiries have been made
• supplying them with information about staff support mechanisms and
• telling them whether further investigations will take place and if not, why not.
The amount of contact between the person considering the issues and the complainant will
depend on the nature of the matters raised, the potential difficulties involved, and the clarity
of the information provided. If necessary, the LEP will seek further information from the
complainant.
When the matter is resolved, all those involved in the issue should be informed of the
outcome. In any case, the matter will be dealt with promptly and confidentially. Immediate
steps should be taken to remedy the situation and a final solution should be reached within
28 days.
If no further correspondence is received from the complainant within 7 calendar days of the
response being issued, or if the complainant responds confirming acceptance of the initial
outcome, the complaint will be closed as resolved.
Appeal (Stage Two)
If you are unhappy with the way your complaint was dealt with, or the outcome that was
delivered, please contact our Chief Executive Officer, Chris Starkie, at:
chris.stark[email protected] and/or our Chair, C-J Green at: [email protected]
It is best to let the Chief Executive Officer and/or Chairman know which parts of our
response you are unhappy with. We will investigate your complaint and the Chief Executive
Officer or Chairman will respond to you within 30 calendar days. An investigation may take
longer than this, but if it does we will explain the reasons why and let you know when you
can expect a full reply.
In our response to your stage two complaint, we will provide contact details for our
ministerial sponsor. You will need to contact them if you are not happy with our response.
Stage Three
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If you’re still dissatisfied, or feel you cannot raise the matter with New Anglia LEP, you can
report it directly to the Cities and Local Growth Unit in the Ministry of Housing, Communities
and Local Government and the Department of Business, Energy and Industrial Strategy, at
the following email address: [email protected] or by writing to LEP Policy
Deputy Director, Cities and Local Growth Unit, Fry Block, 2 Marsham Street, London, SW1P
4DF. You should clearly mark your email or letter as “Official - Complaints”. It will help the
investigation if you explain why you are not satisfied and what you expect from a further
review.
At this stage the response and outcome will be final.
Anonymous Allegations
The LEP takes all complaints and concerns raised by members of the public and third
parties seriously. We will investigate anonymous allegations. However, we remind
complainants that when people put their names to an allegation the ability to investigate and
therefore reach firm conclusions is strengthened. Concerns expressed anonymously will be
considered at the discretions of the LEP. In exercising this discretion, the factors to be
considered would include:
• the seriousness of the issue raised
• the credibility of the concern, and
• the likelihood of confirming the allegation from other sources.
The Ministry of Housing, Communities and Local Government may request information
arising from this process if they have concerns regarding a LEP or have been approached
with similar complaints. The expectation is that this information will be provided on an
anonymous basis. However, it may be necessary to provide personal details to progress a
complaint.
Where details are gathered, the LEP will put in place appropriate data protection
arrangements in line with the Data Protection Act 2018.
Are There any Occasions when we Can’t Help / Investigate Your Complaint?
Unfortunately, we cannot investigate your complaint if it is something you knew about more
than 12 months before contacting us for the first time. However, we may make an exception
in some circumstances.
The above process covers the general complaints procedure for New Anglia LEP.
Complaints in relation to specific funding programmes which you may be involved in will,
generally, follow the same process as outlined above. However, there may be some
differences to this procedure, including the relevant evaluation panel reviewing your
complaint and in these cases, if there are differences to the above procedure, the
appropriate process for complaints will be notified in the relevant guidance document for the
funding stream to which you are applying.
Complaints or enquiries in relation to New Anglia LEPs Accountable Body (Suffolk County
Council) will need to follow standard Council procedures. This will include enquiries such as
Freedom of Information Requests. Further details on Suffolk County Council's policies can
be found at: www.suffolk.gov.uk.
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New Anglia LEP’s Board of Directors, Members and Corporate Governance framework
adhere to the Articles of Association of New Anglia Local Enterprise Partnership. The
Company's Articles of Association are available at: https://newanglia.co.uk/wp-
content/uploads/2020/03/Appendix-A.-NALEP-Articles-Mills-Reeve-amends-03-04-19.pdf.
Any enquiry or complaint in relation to the conduct of Directors, Members or associated
Governance processes (such as LEP Panels or Panel Members) should be directed to:
Chris Starkie, Chief Executive Officer at: [email protected] or Chris Starkie,
Chief Executive Officer, New Anglia LEP, Centrum, Norwich Research Park, Norwich,
Norfolk, NR4 7UG.
Who can help me make a complaint? If you would like help making a complaint, you can
contact your local councillor or MP. You can also get help from a specialist advice agency or
organisation which represents people, such as a Citizens Advice Bureau (CAB).
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