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Complaints Handling Policy

RUSI is committed to providing high-quality outputs and a high-quality service to all our members, funders and other stakeholders. If you believe that our work has not lived up to this commitment, we would like you to tell us about it.  This will help us to improve our standards. 

If you have a complaint, please contact us with the details. First, to the extent possible, you should speak to your contact at RUSI. 

If the issue is something you believe that RUSI as an organisation needs to consider, you can send your complaint to: 

Chief Operating Officer, RUSI | Email address: feedback@rusi.org 

What will happen next?  

  1. We will send you an email acknowledging receipt of your complaint within 3 working days of receiving it, enclosing a copy of this procedure. 
  2. We will then investigate your complaint. This will involve passing your complaint to a member of the RUSI Management Group to look into the details. That person (The Investigating Manager) will have enough seniority and experience to deal with the issue(s) you have raised. We will send you the name and contact details of the Investigating Manager.
  3. The Investigating Manager will then invite you to a meeting to discuss and hopefully resolve your complaint. He/she will do this within 10 working days of the date of the acknowledgement email.
  4. Within 3 working days of the meeting, the Investigating Manager will write to you to confirm what took place and any solutions he/she has agreed with you. 
  5. If you do not want a meeting, or it is not possible, the Investigating Manager will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 20 working days of the date of the acknowledgement email.  
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for a member of the Senior Manager team, who is unconnected with the area which is the subject of the complaint, to review the decision. 
  7. We will write to you within 10 working days of receiving your request for a review, stating our final position on your complaint and explaining our reasons.  

Please note that none of these procedures will affect the statutory rights of the complainant, and that all complaints will be handled confidentially. 

RUSI Governance 

The RUSI Council of Trustees is responsible for ensuring that there is a transparent, well-publicised, effective and timely process for making and handling complaints. All complaints received by RUSI are reported to the Council of Trustees on a regular basis.