OUR COMMITMENTMake a Difference GM is committed to operating with clear, transparent and accountable governance arrangements that ensure sound decision-making and safeguard the organisation's charitable purpose.1. PURPOSEThis document sets out how Make a Difference GM is governed, including its legal structure, decision-making processes, and the powers, duties and responsibilities held by its trustees.2. OUR GOVERNANCE STRUCTURE IS- Overseen by a board of trustees, who hold ultimate legal, financial and strategic responsibility for the organisation.- Managed operationally by the founder/director and coordinators, who are responsible for the day-to-day delivery of programmes and services, and who must adhere to policies and decisions set by the trustee board.- Guided at all times by our charitable objectives, which centre on empowering communities across Greater Manchester through inclusive and collaborative practice.3. DECISION-MAKINGThe trustee board meets on a regular basis to review organisational strategy, financial performance and risk management. Trustees retain approval authority over major decisions, while operational matters are appropriately delegated to staff who must adhere to agreed limits of authority.4. TRUSTEE RESPONSIBILITIESTrustees are responsible for ensuring that the organisation adheres to its charitable purpose, complies with all applicable legal and regulatory requirements, and safeguards the organisation's resources, beneficiaries and reputation.5. AMENDMENTSThis constitution may be amended by resolution of the trustee board, provided that any such amendment continues to adhere to relevant charity law and regulatory requirements.Responsible lead: Board of Trustees

OUR COMMITMENTMake a Difference GM welcomes feedback from service users, families, partners and stakeholders, and regards complaints as a valuable opportunity to review and improve the quality of our services.1. PURPOSEThis policy explains how individuals may raise concerns or complaints regarding our services, and describes the procedures we adhere to in order to ensure that all complaints are handled fairly, promptly and transparently.2. OUR POLICY IS- To ensure that any person wishing to raise a concern or complaint may do so easily, whether verbally or in writing.- To acknowledge all complaints promptly and to adhere to clearly defined timescales for investigation and resolution.- To keep complainants informed of progress throughout the process, and to communicate outcomes clearly and respectfully.- To use the learning arising from complaints to inform ongoing improvements to our services and practices.3. HOW TO RAISE A COMPLAINTComplaints may be raised with any member of staff, a programme coordinator, or directly with the founder or trustee board, and may be submitted in person, by telephone, or in writing.4. INVESTIGATION PROCESSAll complaints are acknowledged within five working days and investigated within fifteen working days. Where a complaint raises a safeguarding concern, our Safeguarding Policy takes precedence and is adhered to in the first instance.5. ESCALATIONWhere a complainant remains dissatisfied following the initial investigation, the matter may be escalated to the trustee board for final review and determination.Responsible lead: Tracy Ryan

Strategic Context: A transparent complaints process is a mark of a high-integrity, accountable organisation. MaD views feedback as an opportunity to learn, improve and repair relationships within the community.Commitment and Scope: We aim to provide a fair complaints procedure which is clear and easy to use. A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of MaD GM. This policy excludes staff grievances, which are handled via internal procedures.Contact Details:Name: Nadia Ali (Chairperson)Address: STOK, 43-59 Princes Street, Stockport, SK1 1RYEmail: nadia@makeadifferencegm.orgPhone: 07857 928833Stage 1 - Local Resolution: Acknowledgment within 1 week (including a copy of this procedure). A definitive reply within 4 weeks, or a progress report if the investigation is delayed. The reply will describe the investigation, conclusions and any resulting action.Stage 2 - Management Committee Review: If unsatisfied with Stage 1, the complainant may request a Committee review. The Committee will investigate and provide a definitive reply within 4 weeks. This decision is final. The Committee may vary the procedure to avoid a conflict of interest - for example, a complaint concerning the Chair will not be investigated or decided by the Chair.Connective Tissue: This entire policy suite is reviewed annually by the MaD Management Committee to ensure continued excellence, regulatory compliance, and alignment with the evolving needs of Greater Manchester.