ARMA is guided in all our work by our guiding values. We will be authoritative, inclusive, accountable, transparent and independent.
We welcome comments and complaints and are committed to dealing with them fairly and effectively.
While we always want to get it right first time, complaints can be a valuable part of quality improvement. ARMA sets high standards and we want to know if we fall short of achieving them.
If you have a complaint, we would like you to tell us about it.
This is what you should do:
- If you have a complaint to make, it should be made to the Chief Executive who will try to resolve the issue informally.
- If the issue is serious, or you are not satisfied after raising it with the Chief Executive, you should make a formal complaint.
- Your complaint should be made in writing, or by email, marked “Private & Confidential” and sent to the Chief Executive* who will acknowledge it in writing (normally within 7 days of receipt). Remember to keep a copy of your letter.
- The Chief Executive shall investigate the complaint.
- The Chief Executive shall communicate the results of the investigation to you within a reasonable time – normally 21 days. If the investigation is likely to take longer than 21 days, the Chief Executive will let you know this and give the reasons.
- If you are unhappy with the response to your complaint, you can put your case in writing to the Chair of trustees**.
The Chair will investigate and communicate the results to you, normally within 21 days. If it is likely to take longer than 21 days, the Chair will let you know this and give the reasons. - The decision of the Chair will be final.
- All formal complaints and the response made to them will be recorded and filed in a secure place.
- The Trustee Board shall be informed by the Chief Executive at the first available meeting of the number and nature of any formal complaints and their outcome, and consideration will be given to the implications these have for the planning and management of future ARMA work.
- If a complaint is upheld you will be given an apology and steps will be identified, if possible, to put the matter right. Future preventative action will be identified and implemented.
* if a complaint relates to the Chief Executive, you should make your complaint to the Chair of Trustees.
** if your original complaint was investigated by the Chair, then the response will include an alternative member of the trustee board for you to contact if you are unhappy with the Chair’s decision. This member of the Board may involve up to two other trustees in making the final decision.