POLICY - Complaints

We consider a complaint to be an expression of dissatisfaction about the standard of service or communication provided by the infant trust or the workings of the organisation.

Statement

It is our intention to be open and transparent about all matters connected with the infant trust, and accountable to users, donors or stakeholders.

We will deal with any complaint in a structured, open and disciplined manner. The procedure will be completed [hopefully] to the complainants satisfaction with all due speed.

By being open, transparent and acknowledge any failings in our dealings with people or organisations we hope to provide a better service

Procedure

Contact:

If anyone wishes to make a complaint, either formal or informal, about any dealings they may have with the infant trust then there are several ways in which to contact the charity:

Direct to the Chief Executive – Lesley.Rudd@infant-trust.org.uk
By post to our registered offices:
the infant trust,  Reeves & Co LLP, 4th Floor, Griffin House, 135 High Street, Crawley, West Sussex RH10 1DQ

Process to resolve the issues raised:

Within 24 hours of a complaint being received, one of the infant trust trustees will contact the complainant, get a full understanding of the issues raised, and instigate an investigation by the Chief Executive. If the Chief Executive is not in the UK then one of the trustees will take the responsibility for investigating the complaints him/herself.

If the complainant has left no contact point then an investigation will begin into any alleged incident or perceived failing anyway.

A full report into the issues raised will be completed within 15 working days and the outcome relayed to the complainant wherever possible.

The outline of the complaint, findings from the investigation and outcome will be posted on our website unless the complainant desires otherwise. If the complainant has requested secrecy, or no further contact, then the issues raised and the investigation conclusion will be posted on the website in an anonymised way.

This policy was once again reviewed and agreed at a meeting of the Board in June 2015. It will be reviewed again in 2018.

Lesley Rudd

Lesley Rudd
Chief Executive



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Map of South Africa

To date, with the help of DHL, we have sent from the UK to South Africa, over 2,500 soft toys for vulnerable children. The outpouring of love and donations of beautiful soft toys has been quite amazing and we thank every child and parent/guardian who have donated. Each and every toy that we sent will be cherished in their new home. We are now stopping accepting toys because those lovely people at http://theteddytrust.wixsite.com/home do this all the time, again with DHL, and send toys to children all over the world. Any kind people who wish to donate will now be referred to them.

Click here for more information

We are proud and honoured that our work has been recognised by the UK Prime Minister, and that he has given Lesley his Point of Light award, stating
With the Infant Trust Lesley has empowered thousands of women across South Africa to protect and safeguard children in their communities. The education and training she has provided has helped to improve the lives of over 800,000 children, tackling the violence and abuse that affects too many of them in their early years. As we mark International Women’s Day this week I am delighted to recognise all that Lesley has done.”
You can find the full story at https://www.pointsoflight.gov.uk/2268-2/


Why are so many small children abused by male perpetrators in South Africa? Our researcher interviewed 27 perpetrators in prison in South Africa; all are in jail after being found guilty of some of the most terrible crimes against some of the most vulnerable children – some as young as a few days old. Those interviewed are all men aged between 16 years and 84 years old, and all have brutalised and raped at least one child. But the findings aren’t maybe what we might expect – it makes interesting reading.  We have been funding research into this for 5 years and it is finally finished and published – you can read the summary here

Our flagship Caring for Crèches programme has reached into some of the poorest communities in five of the nine provinces in South Africa and we have crèche leaders everywhere clamouring for the training. We have now trained over 2,200 people and they in turn have already positively impacted on the lives of over 160,000 children … and will continue to help many hundreds more children for years to come


Just once in a while, amongst all the amazing work that is done to help children in South Africa, we come across a shining star. One such is Wilhelmina who determined to setup a refuge for abandoned children.
Newsletter The report from our most recent visit to South Africa

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