Complaints Policy 1

Last updated: April 2021

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.

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Last updated: April 2021

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.

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

chris.starkie@newanglia.org.uk and/or our Chair, C-J Green chair@newanglia.co.uk

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It is best to let the Chief Executive Officer and/or Chair know which parts of our

response you are unhappy with. We will investigate your complaint and the Chief

Executive Officer or Chair 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

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:

LEPPolicy@communities.gsi.gov.uk

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.

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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

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 chris.starkie@newanglia.co.uk

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).