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Complaints Procedure
Complaints procedure for issues with Redditch Foodbank
Redditch Foodbank Complaints Policy and Procedure
Redditch Foodbank is committed to delivering a high standard of service to anyone who engages with our work.
We believe that the best way to improve our service is by learning from the people who use it.
We welcome comments, compliments and complaints from the people who use our food bank, referral agencies, volunteers and anyone else we meet during our work. These help us to see what we are doing well and where we can make improvements.
We aim to promote an environment where people are encouraged to raise and discuss issues informally and, where necessary, seek solutions to prevent them developing into problems or complaints.
However, we recognise that there may be situations where people are not happy with the outcome of an informal discussion or feel that the issue needs to be taken further. In these cases. Redditch Foodbank has a complaints procedure so that we can work towards a resolution in a fair and transparent manner.
Redditch Foodbank undertakes to ensure that:
- Making a complaint is as straightforward as possible.
- Complaints are dealt with promptly, courteously, and discreetly, with information shared on a ‘need to know’ basis only.
- We will respond decisively, outlining a clear outcome of our investigation.
- We will learn from complaints and use them to make improvements in the way we work.
- The policy and procedure is accessible to all regardless of age, disability, gender, ethnicity, belief or sexual orientation. If you require a copy of this policy in an alternative format, please contact us on any of the contact details in the section below.
How to register a complaint or give feedback
If you have a complaint, or would like to share a concern, compliment or comment on any aspect of our service, you can contact us in one of the following ways:
In person to staff/volunteers at the food bank
- By phone: 07847 618539
- By email: [email protected]
- Write to the following address:
Foodbank Manager,
Redditch Foodbank,
Number 24,
Church Green East,
Redditch,
B98 8DE
Please tell us what your comment or complaint is about and what you would like to see happen as a result. Please also tell us how we may contact you. If you choose to remain anonymous, we will not be able to request further information or respond.
What will happen after I complain?
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.
The person responsible for the investigation will write to you with their findings and proposed resolution within twenty one working days from receipt of the complaint, 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.
If you are dissatisfied with the outcome of the investigation you may appeal or escalate your concerns to the Chair of The Trustees, who will also investigate the matter and advise you on the next steps to resolving your complaint.
Wherever possible, Redditch Foodbank will respect your confidentiality. Any information about the complaint will usually only be shared with those who need to know in order to help resolve it. There may, however, be occasions when we cannot provide absolute confidentiality, for example in circumstances where a child or adult with additional support needs may be at risk of harm. Please refer to our Data Privacy Statement which is available on our website for further details.
Information will be recorded on the Complaints Record Form (Appendix I)
For complaints from volunteers – please refer to the resources on the Trussell Trust website ‘volunteer problem solving’
https://hub.foodbank.org.uk/people/volunteering/managing-volunteers/problem-solving/
For complaints about Trussell Trust – please refer to the Trussell Trust website for policy.
https://hub.foodbank.org.uk/resources/trussell-trust-complaints-policy-procedure/