Complaints and Grievance Policy

Policy Statement:

At Altar of Earth, we are deeply committed to fostering an environment of trust, transparency, and respect where every individual feels safe and valued. We recognise that misunderstandings, concerns, or grievances can occasionally arise, and we believe that a fair, accessible, and prompt process for addressing these is crucial for maintaining a healthy and thriving community. This Complaints and Grievance Policy outlines our commitment to resolving concerns effectively, impartially, and confidentially, adhering to principles of natural justice and legal requirements in both the United Kingdom (UK) and the United States (US).

Our mission to connect individuals to ancestral ties and nature for mental well-being thrives on open communication and the ability to address challenges constructively. This policy serves as a testament to our dedication to ensuring that all voices are heard, and that concerns are handled with the seriousness and care they deserve, ensuring fairness and protecting individuals from retaliation.

1. Scope

This policy applies to all individuals associated with or engaging with Altar of Earth, including:

  • Employees (paid and unpaid): All staff members.

  • Volunteers: All individuals offering their time and services.

  • Contractors and Consultants: Any external individuals or organisations providing services.

  • Participants: All individuals engaging in Altar of Earth programs, workshops, events, or online communities.

It covers complaints or grievances related to:

  • Breaches of Altar of Earth's Code of Conduct or other organisational policies (e.g., Safeguarding, Equal Opportunities, Health and Safety).

  • Concerns about the conduct of staff, volunteers, contractors, or other participants.

  • Dissatisfaction with the delivery of services or programs.

  • Issues related to discrimination, harassment, or victimisation.

  • Any other genuine concern related to Altar of Earth's operations or personnel.

2. Guiding Principles

Our Complaints and Grievance Policy is founded on the following core principles:

  • Fairness and Impartiality: All complaints will be handled objectively, without bias, and with respect for all parties involved.

  • Confidentiality: Information related to complaints will be kept confidential to the extent possible, consistent with the need to investigate and take appropriate action.

  • Accessibility: The complaints process will be clear, easy to understand, and accessible to all individuals.

  • Promptness: Complaints will be addressed and resolved in a timely manner.

  • Non-Retaliation/No Victimisation: No individual will suffer adverse consequences for raising a complaint or grievance in good faith, or for participating in an investigation.

  • Right to Be Heard: All parties involved will have a fair opportunity to present their perspective.

  • Resolution-Oriented: The aim is to resolve complaints constructively and to learn from them to improve our services and environment.

3. Types of Complaints/Grievances

This policy distinguishes between informal concerns and formal grievances, offering pathways appropriate to the nature and severity of the issue:

  • Informal Concerns: Minor issues or misunderstandings that can often be resolved quickly through direct communication or mediation.

  • Formal Grievances/Complaints: More serious concerns, repeated issues, or those that have not been resolved informally, requiring a structured investigation and formal resolution. This includes, but is not limited to, allegations of abuse, discrimination, or serious misconduct.

4. Procedure for Raising a Concern or Complaint

4.1. Informal Resolution (Recommended for minor issues):

Where appropriate and safe to do so, individuals are encouraged to first attempt to resolve concerns informally. This might involve:

  • Directly speaking with the person involved to clarify the issue.

  • Discussing the concern with their direct manager (for employees/volunteers).

  • Seeking guidance from the Designated Lead for Complaints and Grievances.

4.2. Formal Complaint Procedure:

If informal resolution is not appropriate, not successful, or if the nature of the concern is serious (e.g., allegations of abuse, discrimination, harassment), a formal complaint should be submitted.

Step 1: Contact the Designated Lead

All formal complaints and grievances should be directed to Altar of Earth's Designated Lead for Complaints and Grievances:

  • Melissa Main (Founder)

  • Email: contact@altarofearth.org

Step 2: Submitting a Formal Complaint

Formal complaints should ideally be submitted in writing (e.g., via email), including:

  • Your name and contact details.

  • The name(s) of the person(s) your complaint is about (if applicable).

  • A clear and concise description of the concern or incident(s), including dates, times, locations, and any witnesses.

  • Any supporting documentation or evidence.

  • What action you would like to see taken, or what outcome you are seeking.

If you require assistance in putting your complaint in writing due to disability, language barriers, or other reasons, please contact the Designated Lead, who will arrange appropriate support.

Step 3: Acknowledgment

Upon receipt of a formal complaint, the Designated Lead will acknowledge it in writing within [e.g., 3-5 business days]. This acknowledgment will outline the next steps in the process.

5. Investigation Process

Once a formal complaint is received and acknowledged, the following steps will be taken:

  • Assessment: The Designated Lead will initially assess the complaint to determine its nature, severity, and the appropriate course of action. This may involve seeking initial clarification from the complainant.

  • Investigator Appointment: A suitable, impartial investigator (who may be the Designated Lead or another appointed individual, or an external third party for serious matters) will be assigned. This person will not be directly involved in the subject of the complaint.

  • Gathering Information: The investigator will gather all relevant information, which may include:

    • Interviewing the complainant to understand their concerns fully.

    • Interviewing the person(s) against whom the complaint is made, providing them with details of the allegations and an opportunity to respond.

    • Interviewing any witnesses.

    • Reviewing relevant documents, communications, or records.

  • Confidentiality during Investigation: All parties involved will be asked to maintain confidentiality throughout the investigation process.

  • Timelines: Investigations will be conducted promptly. The Designated Lead will aim to complete investigations and communicate outcomes within [e.g., 20-30 business days] from the date of acknowledgment, though complex cases may require more time. Complainants will be kept informed of progress.

  • Safeguarding Referrals: If, at any point during the investigation, there is a concern that a child or vulnerable adult is at risk of harm, immediate action will be taken in accordance with Altar of Earth's Safeguarding and Vulnerable Adults Policies, which may include reporting to external statutory authorities.

6. Outcomes and Resolution

Upon conclusion of the investigation:

  • The investigator will prepare a report of findings and recommendations.

  • The Designated Lead will review the findings and make a decision on the complaint.

  • The complainant and the person(s) against whom the complaint was made will be informed of the outcome in writing. This communication will explain the findings, the reasons for the decision, and any actions to be taken.

  • Possible outcomes may include:

    • Complaint upheld, with actions such as training, mediation, disciplinary action (for staff/volunteers), or changes to policies/procedures.

    • Complaint not upheld due to insufficient evidence or lack of policy breach.

    • Informal resolution or restorative practices.

7. Appeals Process

If a complainant is dissatisfied with the outcome of the formal grievance process, they may have the right to appeal the decision.

  • Grounds for Appeal: Appeals can typically be made on grounds such as:

    • Procedural irregularity (the policy was not followed correctly).

    • New evidence becoming available that was not reasonably available during the initial investigation.

    • The decision being unreasonable given the evidence.

  • Submitting an Appeal: An appeal must be submitted in writing to a designated senior individual (e.g., a member of the Board of Directors not involved in the original complaint) within [e.g., 10 business days] of receiving the outcome of the initial complaint.

  • Appeal Review: The appeal will be reviewed by the designated senior individual, who may choose to conduct a further review of the investigation, or conduct new interviews if justified by the grounds for appeal. The decision on appeal will be final within Altar of Earth's internal processes.

8. Confidentiality

All information related to a complaint will be handled with the utmost discretion and confidentiality. Information will only be shared on a "need-to-know" basis, consistent with conducting a fair and thorough investigation and taking any necessary corrective actions. In certain serious circumstances (e.g., risk of harm, illegal activity), confidentiality may be overridden by legal or safeguarding obligations, as per Altar of Earth's Data Protection and Safeguarding Policies.

9. Non-Retaliation/No Victimisation

Altar of Earth has a strict zero-tolerance policy against retaliation or victimisation. No individual will be penalised or subjected to any form of detriment for:

  • Making a complaint or raising a concern in good faith.

  • Assisting in an investigation related to a complaint.

  • Opposing any act or practice prohibited by Altar of Earth policies.

Any act of retaliation will be treated as a serious breach of this policy and will result in disciplinary action, up to and including termination of employment, volunteer status, or exclusion from programs.

10. Record Keeping

Detailed and accurate records of all complaints, investigations, and outcomes will be maintained securely and in compliance with Altar of Earth's Data Protection and Privacy Policy. These records will be used for monitoring, learning, and continuous improvement.

11. Policy Review

This Complaints and Grievance Policy will be reviewed and updated regularly, at least annually, or as required by changes in legislation, best practices, or organisational needs. All individuals covered by this policy will be made aware of any updates.

Disclaimer: This Complaints and Grievance Policy provides a comprehensive framework based on general principles of fairness and legal requirements in the UK and US. However, specific legal and procedural requirements can vary significantly at local, state, and national levels. This document should be considered a robust template and must be reviewed, adapted, and approved by qualified legal counsel in the specific UK region and relevant US states where Altar of Earth operates to ensure full compliance with all applicable local laws and regulations concerning employment law, participant rights, and dispute resolution