By: Maisa Gaspari
Chair – RDA UK
Registered with the Charity Commission for England and Wales charity number 1154739
Aim of the Policy
Rabo de Arraia Capoeira UK (RDAUK) is a Registered Charity, no.1154739 and as such welcomes complaints. It aims to handle complaints quickly, effectively and in a fair and honest way.
What is covered by this Policy?
- The Definition of a Complaint
- Who Can Make a Complaint
- How a Complaint Can be Made
- The Complaints Process
- Vexatious Complaints
- Complaints About Contractors
- Equalities Statement
- Monitoring Satisfaction and Performance.
The Definition of a Complaint
A complaint is…
“An expression of dissatisfaction about the RDA’s UK action or lack of action or about the standard of a service, whether the action taken or the service was provided by RDA UK itself or a body acting on behalf of RDA UK”.
A complaint is not…
An initial request for a service to be delivered.
Who Can Make a Complaint?
Any member of the public or their representatives, staff, businesses, public and voluntary bodies can make a complaint about RDA UK.
How a Complaint can be made?
A complaint can be made in the following ways:
Complaints to RDA’s UK address:
27 Laleham Road – Staines – TW18 2DS – UK
Contact number – 078 3436 1655 – 078 6957 0653 or
The Complaints Process
A manager or their delegate in the service area concerned deals with complaints. A response should be made within 5 working days.
All complaints are treated with confidentiality in mind. Only officers dealing with complaints in each service area will be aware that a complaint has been received and is being dealt with. Anonymous requests will be acted upon; however it is better to provide contact details so that the complainant can be informed of the outcome.
Aggressive or Obsessive Complaints
RDA UK wants to deal fairly and honestly with complainants and ensure that other service users, officers or the group as a whole do not suffer detriment from persons making vexatious complaints. RDA UK Management / Solicitor will write to vexatious complainants to inform them that their behaviour is considered to be unacceptable.
Complaints about Contractors and Trusts
RDA UK recognises complaints regarding the group contractors, and any organisation contracted to work for RDA UK, and will seek to resolve such complaints. These complaints are useful to guide learning in future service delivery and contractual arrangements, and feedback on performance is given to contractors on a regular basis. RDA UK will forward complaints received in respect of other organisations including Charity Commission.
RDA UK aims to handle all complaints fairly and honestly regardless of who makes a complaint. RDA UK treats all members of the community equitably and will not show bias to any particular individual or group.