complaints

Policy statement

Any complaint about any aspect of the organisation will be taken seriously and processed according to agreed procedures.

Procedure

In the first instance, complaints should be set out in writing and addressed to the Director of Church Action on Poverty.

The letter will be acknowledged by the Director, normally within five working days of receiving it.

The Director will investigate the circumstances outlined in the complaint, and will reach a decision regarding it. A response will be sent to the complainant within 28 working days of first receiving the letter of complaint.

If the complainant is not satisfied with the response and decision, or feels unable to address the complaint to the Director in the first instance, they may write to the Chair of the Council of Management of Church Action on Poverty.

The Chair will acknowledge receipt of the letter within eight working days where possible.

Where the complaint is directed in the first instance to the Chair, the Chair will investigate the circumstances and follow the procedure outlined above.

Where the complainant has appealed to the Chair for a review of the response to the complaint, an investigation will be carried out by the Chair, or by another member of The Council of Management acting on the Chair's behalf.

The Chair will aim to produce a decision, which is final, and to notify the complainant of their conclusions, within 15 working days of receiving the letter, together with a clear explanation of the reasons for reaching them.

All complaints received, together with a copy of the response to the complainant, will be notified to the Chair of the Council of Management.

 

Complaints will be monitored, and information from this will be fed in to the planning process as appropriate.

Church Action On Poverty, Unit 28 Sandpiper Court, Water’s Edge Business Park, Modwen Road, Salford M5 3EZ

Telephone 0161 872 9294 or email info@church-poverty.org.uk

Registered charity number 1079986. Company limited by guarantee, registered in England and Wales, number 3780243.

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