We are in urgent need of food donations, specifically these: 1.Tinned meat, 2.Tinned vegetables, 3.Long-life milk, 4.Cereals, 5.Toilet rolls, 6.Washing-up liquid.

About

Complaints, Policy & Procedures

How we handle any complaints.

Policy Statement

Bridgwater Foodbank (BFB) is committed to working in an open and accountable way that secures the trust and respect of its Trustees, Donators and General Public, and as such recognises the role of and effective complaints policy in fostering transparency, fairness, and a culture of continuous improvement.

 

Philosophy

Bridgwater Foodbank undertakes to ensure that:

  • Making a complaint is as straightforward as possible.
  • Complaints are dealt with promptly, courteously, and discreetly – confidentially where 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 to the Manager, Bridgwater Foodbank, The Mount Street Day Centre, Bridgwater. TA6 3ER.
  • It should include a full explanation of the problem, how it occurred, and the effect on you.
  • Describe what you think we should do to put things right.

We will deal with your complaint as follows:

  • 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 proposedresolution within 28 days from the receipt of the complaint.
  • If you are dissatisfied with the outcome of the investigation you may appeal:  letters must be received within 21 working days of the date on the correspondence notifying you of the outcome within 10 worling 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 manager of the BFB. You will not be given details of the action taken 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.

We will keep information for 2 years after a complaint has been closed unless we have a requirement to keep it longer, in which case we would inform you of this. After this time the data will be aggregated and anonymised.

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