COMPLAINTS POLICY
INTRODUCTION
This document aims to help you understand the complaints procedure managed by Hertford & District Foodbank.
WHAT CAN YOU COMLAIN ABOUT?
If you think we have failed to provide a satisfactory standard of service, please let us know. Your complaint may be about the quality of the facilities, safety of the users, the handling of a particular situation or issue or any other matter. We are committed to equal opportunities and take complaints about discrimination very seriously.
WHO WILL DEAL WITH YOUR COMPLAINT?
All complaints should be sent to Cheryl Jackson, Project Manager Hertford & District Foodbank, United Reformed Church, Cowbridge, Hertford SG14 1PG. Email [email protected] who has a supply of complaint forms. Cheryl will address the issue and respond in writing. If you are not happy with the response, then you will be invited to address your complaint to the whole committee, who will listen to your concerns, consider the issues and whether Mrs. Jackson’s actions were appropriate. The committee will then decide on any further actions.
We will take every complaint seriously and we will treat everyone who complains with respect and courtesy.
WHEN WILL YOU HEAR FROM US?
We will let you know that we have received your complaint within ten working days. We will write or telephone you.
In most cases, you will receive a full written response to your complaint within twenty working days. If we cannot give a full reply in this time, we will write to you and let you know why and how we are dealing with your complaint.
If the complaint is complex, we aim to let you have a full reply within twenty-five working days.
Any safety concerns that would endanger a Foodbank user would be dealt with immediately notice is received.
This policy will be reviewed annually.