Smile Complaints Policy & Procedure

Last Amended: February 2020  |  Approved by Trustees: 02.03.2020

HEY Smile Foundation (Smile) strives to carry out its activities in a way that is fair, efficient, effective and professional. However if, as a member organisation, person participating in a programme or event, partner organisation, volunteer or member of the public, you have a concern or complaint about something Smile has done, or about the actions, behaviour or attitude of a staff member, volunteer or person participating in a programme or event, then please follow the procedure below:

Stage 1 – Informal Complaint

If you hope to resolve the matter informally, please contact the office on telephone number 01482 590270 to discuss your concerns.  Alternatively you can e-mail a brief description of your concerns / complaint to hello@heysmilefoundation.org.

Depending on the nature of your concerns, the appropriate person from the list below will investigate the matter and respond to you, either verbally or in writing, whichever you prefer, within 28 working days.

  • Chair of Trustees
  • CEO
  • Business Manager
  • Head of Community Development
  • Head of Smile Health
  • Events Lead

Stage 2 – Formal Complaint

If you wish to make a formal complaint, you should write to the CEO or Business Manager, HEY Smile Foundation 61 Queens Gardens, Dock Street, Hull, HU1 3AE, giving details of the nature of your complaint.  You should mark the envelope “CONFIDENTIAL – COMPLAINTS PROCEDURE”.

Smile will write to you to acknowledge receipt of your complaint within five working days of receiving it, giving a timescale for investigating your complaint and responding fully to you. You will be informed in writing of the outcome of the investigation.

Stage 3 – Appeal / Formal Complaint Against a Director

If you are not satisfied with the outcome of your complaint at Stages 1/2, or if your complaint concerns the CEO or Business Manager, you should write to the Chair of Trustees at Smile, marking the envelope “CONFIDENTIAL – COMPLAINTS PROCEDURE”.

A letter acknowledging receipt of your complaint will be sent within five working days of receiving it, giving a timescale for investigating your complaint and responding fully to you.  Your appeal / complaint will then be investigated by two Smile Trustees and you will be informed in writing of the outcome of their investigation and any recommendations for action.

The final decision at stage 3 will stand and any issues regarding employees of Smile will be dealt with as necessary through the internal disciplinary procedure.  Issues relating to the business of Smile will be reported to the Board of Trustees for their consideration and action.

Any complaints made about Smile’s activities are monitored and will be reported to all relevant persons. If the outcome of the investigation of the complaint is unfounded and further action is taken, then Smile will seek legal advice to bring the matter to a close.