Privacy Notice and Complaints

Privacy Notice

Maundy Relief is registered with the Information Commissioners Office and all information kept and used by us is in accordance with the General Data Protection Regulation.

What does this mean?

At Maundy Relief, we collect information from our service users. Some of this data may be personal information people give us such as names, dates of births and address as well as details of issues affecting our service users. We have a duty to ensure that we protect this data.

Why do we collect information?

We collect information from our service users for several reasons:

  • so we can provide a well-coordinated service to our service users and avoid the need for service users to give us their information several times
  • so we can gather information about who uses our services to help us ensure we deliver our services to those who need them
  • so we can share information with other services where our service users give us consent
  • so we can track what we do for reports to funders and other stakeholders
  • so that we can see where services are working well and where they need to improve.

How do we keep this information safe?

Where we have information on services and people’s personal details, these need to be confidential and kept secure. With this in mind, we take precautions to keep this data safe.

Any sensitive or personally identifiable information that is in paper form is kept locked away where only staff members have access to the key.

For electronic information, this is encrypted and kept on an external server (Lamplight) which is secured 24 hours a day. Staff from Lamplight do not have access to personal data.

Will we share this information?

When data is to be shared with anyone outside the organisation, whether it be made public, with partners and stakeholders or whoever, it is always anonymised unless we have been given explicit permission to share by the person that gave us it.

The only exception to this is where we have grounds to believe that a service user or another person is at substantial risk of harm if we withhold relevant information. This is further explained in on our data consent and information sharing forms

This means that we strip all information that could identify a person from the information. We do this to protect the identity and privacy of service users and we would never pass any of this information unless we are authorised to do so. This includes names, contact details, date of birth or any equalities information that may have been supplied.

What information do we need from you and why?

We are happy for people to come to us anonymously.

However, in order to provide you with the best service and to best ensure your safety, and to help us develop and improve our services we will ask you for permission to record your name, address, date of birth and other information such as household type, income, disability where relevant to your enquiry.

We will also make a record of our contact with you so we can ensure that we can keep track of casework and provide correct information internally and to third parties where relevant and with consent.

You do not have to supply any of this information if you do not feel comfortable doing so.

What is the legal basis for processing your personal data?

We will process your data for one or more of the following reasons:

  • you have given us explicit consent
  • we are legally obliged to process the data
  • we have to process the data under the terms and conditions of a service level agreement, contract or grant requirement.

How long do we keep your personal data?

We keep data only as long as you have a relationship with Maundy Relief or for as long as we need to legally keep records in accordance with charity, company law and funder’s terms and conditions. Once this period has passed we will then securely dispose of all data relating to you, and/or your group.

Your rights and your personal data.

Unless subject to an exemption under the GDPR, you have the following rights with respect to your personal data:-

  • The right to request a copy of personal data which Maundy Relief holds about you.
  • The right to request that Maundy Relief corrects any personal data if it is found to be inaccurate or out of date.
  • The right to request your personal data is erased where it is no longer necessary for Maundy Relief to retain such data.
  • The right to withdraw your consent to the processing at any time
  • The right to request that the data controller provide you with your personal data
  • The right to lodge a complaint with the Information Commissioner’s Office (ICO)

Further processing

If we wish to use your personal data for a new purpose, not covered by this Data Protection Notice, then we will provide you with a new notice explaining this new use prior to commencing the processing and setting out relevant purposes and processing conditions. Where and whenever necessary, we will seek your prior consent you the new processing.

Contact Details

To exercise all relevant rights, queries or complaints please in the first instance contact the Manager at Maundy Relief, Email lucyhardwick@maundyrelief.org.uk

You can contact the Information Commissioners Office on 0303 123 1113 or via email https://ico.org.uk/global/contact-us/email or at the Information Commissioners Office, Wycliffe House, Water Lane, Wilmslow, Cheshire. SK9 5AF.

Complaints Procedure

TITLE: Complaints Procedure
SPHERE OF ACTIVITY:  Relates to all Project staff and volunteers working within the Maundy Relief Trust.
DISTRIBUTION:   All staff and volunteers within Maundy Relief and service users on request
POLICY STATEMENT / KEY OBJECTIVES:  To protect service users and the public against unprofessional or inappropriate behaviour. To provide support to Maundy Relief staff and volunteers when faced with allegations of misconduct made by service users or the public.
RELATED POLICIES: Safeguarding of Vulnerable Adults – Policy and Procedures

Child Protection Procedure

Complaints Procedure

AUTHOR:   Lucy Hardwick
DATE:   Oct 2010

 

REVIEWED DATE:   October 2016

Next Planned Review:  October 2018

 Aim

The Maundy Relief Trust aims to treat users of its services with consideration and respect.  However, in the case of any complaint by a service user or member of the public, Maundy Relief will aim to respond promptly and fairly.

 

Purpose

  • To protect service users and the public against unprofessional or inappropriate behaviour.
  • To provide support to Maundy Relief staff and volunteers when faced with allegations of misconduct made by service users or the public.

Procedure

The following procedure is that which will normally be followed in dealing with a complaint.

  • All aspects of any complaint will be dealt with in a confidential manner.
  • The Complainant and the person complained against will be given the name and position of the person conducting the proceedings. This will normally be the Manager of Maundy Relief except when the complaint regards the conduct of the Manager.  A copy of the Complaints Procedure will be made available to any person who wishes to make a complaint.

Stage One

  • A complaint may be made to any employee of the Maundy Relief Trust and may also be made in writing to The Manager, ( The Maundy Relief Trust, 29-31 Abbey Street, Accrington BB5 1EN) or to a Trustee of the Charity. If you wish to complain to a Trustee, please mark your envelope ‘Confidential. For the attention of the Chair of Trustees’.
  • Any complaint made on the telephone or in person should be reported to the Manager at the earliest opportunity and a note of the date and the person receiving the complaint should be kept. If the complaint involves an employee or volunteer of Maundy Relief, they will be informed at this stage.
  • The complaint will receive a response within 14 days.

Stage Two

If the matter is not resolved at this stage, a meeting will be arranged between the person complaining (the complainant) and an appointed employee, other than the person complained of, within 14 days of referring to stage 2.

  • The discussion and plans for action will be recorded and a copy given to the complainant.
  • If the complainant is dissatisfied with the decision, they may appeal within 14 days of receiving the decision and the matter will progress to Stage 3.

Stage Three

  • The Chair of Trustees will convene a panel comprising a Trustee, a member of Maundy Relief Management and a person external to the service with relevant experience.
  • A meeting date will be set within 21 days of the Complainant moving to stage 3.
  • The Complainant has the right to attend the meeting to give their point of view but not to be present when the decision is reached.
  • The complainant will be informed of the decision after the meeting in writing. If the complainant is dissatisfied with the decision, they may appeal within 14 days.  The complaint will be referred to stage 4.

Stage 4

  • The matter will be referred to an independent adjudicator. The Complainant will be informed of the name of the adjudicator and will be invited to make representation to him/her.
  • The adjudicator will make a recommendation to the board and the decision of the full board following this recommendation is final.

Notes

  • At all stages, the complainant has the right to be represented by a person of their choice, whose role must be made known to The Maundy Relief Trust in advance.
  • Should the complaint involve misconduct by a volunteer or employee, then the disciplinary procedure may be started at any stage. Should it be necessary to commence disciplinary proceedings, the complaints procedure will be suspended until an outcome of the disciplinary procedure has been reached.

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