1. Background
1.1 CHERT is a Charitable Incorporated Organisation (CIO), approved by the Charity Commission in June 2022. The objects and purpose of the Trust are as follows:
- To advance education for the public benefit about the history of the struggle for LGBT+ rights, including but not limited to the origins and history of the Campaign for Homosexual Equality and by contributing to the safe preservation of LGBT+ archives.
- To promote equality and diversity by encouraging a deeper understanding of the causes and progress of changes in public acceptance of LGBT+ rights.
2. Purpose of this document
2.1. This document sets out the way that the CHE Research Trust (CHERT) will respond to, investigate and resolve complaints about our conduct or our services..
3. Statement of intent
3.1. We understand that if any Associate, Grant holder or Grant applicant makes a complaint, it is a signal that something has gone wrong and we welcome this feedback.
3.2. We want to adhere to high standards of governance and all feedback is helpful for us to learn how to improve what we do.
3.3. We aim to respond to any complaint promptly, transparently and empathically.
3.4. At every level of response, the aim is to help the aggrieved person resolve their difficulty in a way that satisfies them and is also fair and just.
4. Trustees’ accountability
4.1 Every Trustee has undertaken to abide by the CHERT code of conduct, which is a commitment to act with integrity and honesty in line with our charitable ethical standards.
4.2 Each Trustee is accountable for his or her own standards of conduct.
4.3 If an individual Trustee receives an informal complaint, they should first try to resolve it, whilst making the complainant aware of their right to lodge a formal complaint with the Board.
4.4 In any case, if this initial discussion does not resolve the matter, the complaint must be passed on to the Board.
5. Board accountability
5.1. If a formal complaint is received, the Board of Trustees will delegate two members to review the complaint with the aim to help the aggrieved person resolve their difficulty in a way that satisfies them. They will take evidence from the complainant and make a written report back to the Board.
5.2 In the event of the complaint concerning an individual Trustee, that individual will be invited to comment on this report but will otherwise recuse themselves from all discussion. The Board will then, through the Chair, send the Complainant a written response.
6. Conflicts of interest
6.1. If a member of the Board is the subject of a complaint, they will be excluded from the management of the complaint and any discussion arising.
6.2. All Board members who are asked to investigate a complaint are required to declare any other conflict of interest (e.g. a personal friendship) and to recuse themselves.
7. Appeals
7.1. A complainant who is not satisfied by the Board’s judgement may appeal the decision, through the independent Arbiter (Adjudicator). The Arbiter will receive the Complainant’s testimony and the Board’s response and make a final decision on whether or not to uphold the complaint and to advise on the appropriate action. The External Arbiter’s decision is final.
7.2. Complainants are also informed of their right to complain to the Charities Commission, and nothing in this policy affects that.
8. Reporting
8.1. Numbers of complaints received and the actions taken will be reported at the CHERT AGM, together with any lessons learned. All personal details will be anonymised.
8. Adoption and Revision of the Policy
8.1. This policy was debated by the Board at its meetings on 10 February 2023, and formally adopted on 15 March 2023. Alongside the Trust’s other policies it will be reviewed annually at a date close to the original approval.