Legal
Friends of Isaac's Food Bank CIC is committed to providing a high-quality service to all service users, volunteers, donors, supporters, and members of the public.
We welcome feedback and recognise that complaints can help us improve our services, policies, and procedures. This policy explains how concerns and complaints can be raised and how they will be handled.
This policy applies to complaints relating to:
This policy does not replace safeguarding procedures or criminal investigations. Where a complaint raises safeguarding concerns, the Safeguarding Policy will take precedence.
We will:
Where possible, concerns should first be raised informally. Many issues can be resolved quickly through discussion with the relevant volunteer, staff member, or Director.
Informal concerns may be raised:
If the matter cannot be resolved informally, a formal complaint may be submitted.
Formal complaints should be submitted using the following contact details:
Complaints should include:
Anonymous complaints may be considered where sufficient information is provided.
We will acknowledge receipt of a complaint within 5 working days.
A Director or appointed representative will investigate the complaint. The investigation may include:
The organisation will aim to complete investigations within 20 working days. Where this is not possible, an update will be provided.
A written response will be issued outlining:
If the complainant is dissatisfied with the outcome, they may submit an appeal within 20 working days of receiving the decision.
The appeal should explain:
Where possible, the appeal will be reviewed by a Director who was not involved in the original investigation. The appeal decision will normally be final.
Information relating to complaints will only be shared with those who need to know in order to investigate and resolve the matter.
Records will be stored securely in accordance with the organisation's Privacy Policy and data retention schedule.
Friends of Isaac's Food Bank CIC recognises that complainants have the right to raise concerns. However, the organisation reserves the right to restrict communication where behaviour becomes:
Any such decision will be proportionate and documented.
Complaints will be reviewed periodically to identify:
The organisation views complaints as an opportunity to learn and improve.
A complaints log will be maintained recording:
Personal information will be processed in accordance with UK GDPR requirements and our Privacy Policy.
