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Anyone can contact the FHT and raise a complaint about the FHT.
Anonymous complaints (where the person making the complaint does not give their name) will not normally be actioned. If however, the information given relates to professional misconduct or other serious allegations about an FHT staff or Board member, we will investigate the complaint.
While there are no time limits on complaints, we recommend all complaints are made as near to the event as possible to ensure that evidence and details are up to date.
If you have a complaint but not sure of the next step FHT staff will offer advice and guidance on how to deal with a complaint and the best way forward to resolve it. FHT offers a helpline that is available to call and discuss your complaint with someone at the FHT. Please call 023 8062 4350 if you wish to discuss a complaint. Please note, you will still be required to complete the Complaint Form.
If it is necessary for the complaint goes to a hearing, the Compliance Manager will give 1-2-1 support, guidance and advice to both parties about what to expect during the hearing and its processes. The Compliance Manager can assess any individual requirements and this will be done on a case-by-case basis.
What can you make a complaint about?
We consider all cases individually, but all staff and Board members are expected to act professionally at all times. If you feel that an FHT staff, Board member, LSG Coordinator or FHT Ambassador has acted unprofessionally, please let us know as soon as possible.
What can the FHT not do?
Whilst we consider all cases individually we are not able to:
- consider complaints about past staff or past Board members
- get involved in matters not related to FHT business
- arrange refunds or compensation
- give legal advice or get involved in legal disputes.
How do you make a complaint?
In order to make a complaint you must:
- make the complaint in writing using the FHT Complaint Form (at the bottom of this page)
- identify the individual you are complaining about
- provide sufficient details so that FHT can understand the nature of the complaint and respond accordingly
- provide any information requested by the FHT pertaining to the complaint.
How long will it take?
The FHT understands that making a complaint can be stressful. We will endeavour to consider the case in a timely manner and update both parties at each stage. This will include:
- confirmation of receipt of the complaint by the FHT
- regular updates on information received by the FHT during the investigation
- details of any hearings or meetings to be held.
Each case is individual; however delays may be inevitable due to:
- Gathering information from the individuals concerned
- On-going police or criminal trial
- Employer investigations
- Difficulty finding dates when everyone is available for a hearing
- Adjournment requests.
If at any time of the complaint process you would like an update, please contact the FHT Compliance Manager by email to jmcfadden@fht.org.uk.
Confidentiality
When investigating a complaint we will need to inform the individual involved. This will include the name of the person who has raised the complaint unless the complainant has requested that their details are withheld. The contact details of this person will be removed from any documents we share. All information shared between these parties involved, must be treated strictly private and confidential.
Support/Assistance
If you have a disability and require assistance with completing the complaints form (e.g. if you require the form in a different format or large font) please contact us by email to registrar@fht.org.uk or call us on 023 8062 4350 and we will happy to discuss this and offer any assistance we can.