Date: September 2025
We aim to maintain high standards in all that we do but recognise that we can sometimes get things wrong, despite our best intentions.
MyOTAS views a complaint as a chance to put things right for the person making the complaint and to improve the service that we offer. We would not be able to do so or learn for the future if we did not receive feedback when things go wrong. Therefore, we value and take seriously any feedback we receive.
The purpose of this Complaints Procedure is to resolve disputes informally without resorting to formal investigation or legal proceedings. We will try to explore every reasonable option to resolve complaints by working with the person making the complaint to agree an outcome which is satisfactory to them and MyOTAS.
Whether a complaint is justified or not, our reply will describe the action taken to investigate the complaint, the conclusions reached, and any action taken or planned as a result. All complaint information is treated confidentially, handled sensitively, and shared only on a need-to-know basis in line with data protection law. Complaint information is passed promptly to our Chair of Trustees, who reports to our trustees within 28 days.
A “complaint” means any expression of dissatisfaction in relation to MyOTAS that requires a response.
Complaints may come from users of MyOTAS services, donors, fundraisers, supporters, members of the local community, or any other person or organisation with a legitimate interest in our charity.
This procedure is for external complaints only, not for complaints or grievances from staff, volunteers, or trustees.
Complainants are entitled to responses and to challenge outcomes, but we will not deal with complaints that are persistent, habitual, or vexatious, as judged by the Chair of Trustees. MyOTAS expects all complainants to remain polite and courteous and will not tolerate abusive or unreasonable behaviour.
If you have a complaint, you can contact us by phone, email, or letter. Please include:
Who to contact depends on how you make the complaint and who it concerns.
You can call 07840 799718 during office hours (10am–3pm, Monday–Thursday) or leave a voicemail. If your complaint is about a staff member, volunteer, or trustee, ask to speak to the Business Manager. They will handle the complaint or refer it to the appropriate person.
If you prefer to write, send your complaint to:
By post:
Mrs S Read, MyOTAS,
57a Highcliffe Road,
Wickford, SS11 8JP
By email: info@myotas.org
Once received, your complaint will normally be handled as follows:
| Who the complaint is about | Who will investigate, deal with, and respond |
|---|---|
| Any member of staff (apart from Business Manager), trustee, or volunteer | Business Manager |
| Business Manager or CEO | A designated trustee |
| Chair of Trustees | CEO and Vice Chair of Trustees |
A full response will normally be provided within four weeks. If not possible, we will send a progress update and expected completion date.
If you are not satisfied with the First Stage response, you can escalate your complaint to:
Mrs Maria Denton, Chair of Trustees
MyOTAS, 57a Highcliffe Road,
Wickford, SS11 8JP
or email: maria@myotas.org
Clearly explain why you were not satisfied and what you would like done differently. The Chair will acknowledge within five working days and arrange for another trustee to investigate and respond within ten working days.
If you remain unsatisfied, you may escalate within 28 days of the Second Stage response. Contact the Chair again by letter or email. A panel of at least three trustees (excluding those previously involved) will review your complaint and respond within ten working days of receipt.
We may contact you within a month after your complaint is resolved to check your satisfaction and gather feedback for improvement.
If your complaint concerns fundraising and you remain dissatisfied, you can contact the Fundraising Regulator. MyOTAS adheres to their Fundraising Code of Practice and will abide by any decision they make.
For complaints about other aspects of our work, you may contact the Charity Commission. However, we suggest contacting us first, as the Commission generally expects complaints to be raised with the charity before escalation.
Charity Commission Direct
PO Box 1227, Liverpool, L69 3UG
Tel: 0845 300 0218
Website: www.gov.uk/complain-about-charity
This policy will be reviewed annually or when there is a change in circumstances, work practices, or new legislation.
| Name | Maria Denton |
|---|---|
| Position | Chair of Trustees |
| Date | 10-9-2025 |
| Signature |  |
| Review Date | August 2026 |
MyOTAS – My Own Time And Space
Registered Charity No. 1184723
