Complaints Policies

Coventry Foodbank (The Trussell Trust) is committed to working in an open and accountable way that secures the trust and respect of stakeholders, and as such recognises the role of an effective complaints policy in fostering transparency, fairness, and a culture of continuous improvement.

Last reviewed July 2020
Handling complaints: policy and procedure
Policy statement

Philosophy

Coventry Foodbank (Trussell Trust)  undertakes to ensure that:

  • Making a complaint is as straightforward as possible.
  • Complaints are dealt with promptly, courteously, and discreetly – confidentially when
    appropriate.
  • We will respond decisively with an explanation, an apology where we have been at fault, or
    information on the outcome.
  • We will learn from complaints and use them to make improvements in the way we work.
  • We hope that the majority of complaints can be dealt with informally, but in cases in which the
    formal procedure is more appropriate, we request that they are submitted in the following format:

    • In writing, addressed: The Complaints Officer at the Coventry Foodbank, Progress Way Coventry CV3 2NT
    • or by email to [email protected] with ‘complaint’ in the subject line.

This should include; a full explanation of the problem, how it occurred, and the effect on you and a description of what you think we should do to put things right.

    • If you are unable to submit your complaint in writing please phone 02476 993 770

We will deal with your complaint as follows:

1. We will acknowledge your complaint within five working days of receipt and provide you with the
name of the person responsible for investigating the matter on your behalf.
2. The person responsible for the investigation will write to you with their findings and proposed
resolution within twenty eight days from receipt of the complaint*.
3. If you are dissatisfied with the outcome of the investigation you may appeal: letters must be received
within twenty one working days of the date on the correspondence notifying you of the outcome of the
first investigation.
4. The complaint will be re-investigated and you will be informed of the outcome within 10 working
days*.

* unless the complaint is particularly complex or time-consuming, in which case you will be kept
informed of the progress of the investigation and notified of the expected date of completion.
Other information

Complaints about staff behaviour or attitude will be handled by the line manager of the staff member in
question, and in accordance with the Trust’s disciplinary procedure if appropriate. You will not be given
details of the action we have taken as such information is confidential.

If you wish to make a complaint anonymously or do not provide contact details, then we will treat it as
a comment and will be unable to advise you of the outcome of the investigation.

If your complaint contains abusive or offensive language, then we reserve the right to not respond. We
reserve the right to report any such communication to the Police.

Please be aware that during the investigation of any complaint, consideration will be given as to whether
the Coventry Foodbank (Trussell Trust) has a duty to report the matter to a relevant regulator, such as the Fundraising
Regulator, the Information Commissioner’s Office, the Charity Commission for England and Wales or the
Office of the Scottish Charity Regulator. Where appropriate, complaints will be escalated to one of these
bodies.

Data Privacy Statement

We collate and analyse data about complaints so that we can improve the services we provide. We will collect personal information including your name and contact details, including postal address, telephone number, email address and social media contact information, in order to be able to communicate with you about your complaint. We will also collect sufficient information about the situation that you are contacting us about to be able to understand what has happened. We may need to request further information depending on the nature of your complaint. We have a legitimate interest in holding this information in order to be able to monitor and improve our services. Information gathered is accessed by Trussell Trust employees and may be shared with advice agencies or professional services firms only if appropriate, for example if your complaint relates to safeguarding and we seek guidance as to next steps. Where a complaint involves a food bank in our network, we may need to share this information with that food bank in order to understand what has happened and determine a
resolution. We keep this information for 2 years after your complaint has been closed, unless we have a requirement to keep it longer, in which case we will inform you of this. After this time the data will be aggregated and anonymised.

– Last reviewed July 2020