Complaints

Rights and Security International (RSI) complaints and whistleblowing procedure

RSI takes all concerns and complaints about the organisation and/or the conduct of its staff seriously and is committed to addressing them fairly, proportionately and without undue delay. To this end, all allegations of misconduct should be addressed through the official complaints procedure as set out below.

Official complaints procedure

If you wish to submit a complaint or articulate a grievance, please do so by contacting complaints@rightsandsecurity.org with the following information:

1. Your name;
2. Your organisation/in what capacity you are conveying your complaint;
3. Contact details;
4. A summary of the background and circumstances giving rise to the complaint; and
5. If relevant, the outcome or resolution you consider fair and proportionate.

Upon receipt of the complaint, a designated member of staff will conduct an independent investigation. Unless otherwise necessitated by the particular circumstances, all complaints are reviewed and assessed by the designated member of staff and one other Senior staff member/board member. Any action will be taken by the Executive director or the President of the board.

RSI will aim to resolve complainants promptly and according to their gravity. While all investigations are conducted confidentially, complaints submitted by anonymous sources will not be considered.

Complaints policy

All reports and concerns will be acknowledged and recorded. Investigations will be conducted transparently and objectively by an individual independent of the events complained about. Where the Director is involved, another senior employee or board member will manage the complaint.

RSI recognizes its duty of care, both to staff complained about as well as to complainants, and so members of staff will be given an opportunity to confidentially respond to allegations made against them, in the interests of justice and fairness.

RSI reserves its full direction to take whatever investigatory steps or other actions (or inaction) it considers appropriate in light of the complaint. It may conclude that no further investigation or action is necessary. Where steps are taken in respect of a complaint, RSI will inform the complainant of the steps taken and the outcome which RSI determines is appropriate. That timeline to respond is subject, at all times, to the reasonable capacity of RSI in light of its other commitments and projects. Complainants will be kept apprised of all timeframes.  In extreme cases where complaints raise issues requiring the involvement of external authorities, RSI is committed to adhering to its obligations of disclosure in that regard. Complainants should understand that, accordingly, such complaints may be shared as necessary and by submitting a complaint, they consent to such sharing.

RSI regards complaints as an opportunity for learning and improvement, and we are committed to, where possible, ensuring our staff have the chance to learn from their mistakes and to grow. There is utility in acknowledging where things have gone wrong and where to take proportionate action to ensure that a resolution is reached – including apologising where appropriate. This may, where relevant, also include informing the complainant about the lessons learnt and any changes made to conduct, guidance, or policy as a result of the complaint. Complainants are not otherwise entitled to any form of redress or financial compensation.

Upon conclusion of this process, should a complainant feel that this process was insufficient, we encourage them to contact the fundraising regulator at www.fundraisingregulator.org.uk