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Hambleton Foodshare (HFS) is committed to providing high standards of service in its operations by:
• Employing suitably qualified and experienced staff
• Providing volunteers and staff with the training and support required to carry
out their duties to a high standard
• Operating in line with regulatory requirements and current best practice
• Working to resolve complaints at first point of contact
We recognise that on occasions foodbank users or partners may feel that the expected standards of service delivery have not been met and consequently may make a complaint. On other occasions customers may wish to highlight positive experiences via a compliment.
This policy sets out the framework within which feedback from all complaints and compliments will be managed.
POLICY AIMS
• All complaints are dealt with satisfactorily and within reasonable timescales
• Users are aware of their rights and responsibilities and have realistic
expectations of potential outcomes
• Complaints are seen as a positive learning experience and used to continually
improve our services
• Trustees, staff and volunteers are aware of their responsibilities and action
required when dealing with a complaint
• Compliments are logged and used as a way of recognising the appreciation
for the services we provide
THE POLICY
We define a formal complaint as:
"A statement of dissatisfaction about an action, lack of action or about the standard of service provided by HFS that the user wishes to formalise''
Our response will be to put things right wherever possible, as well as look for opportunities to learn from the complaint.
We define a compliment as:
"An appreciation of the service received, a thank you to an individual or team working or volunteering for HFS"
PATHWAY FOR COMPLAINTS/COMPLIMENTS
Informal Stage 0 - an informal complaint which meets the definition of a complaint (above) but the complainant does not wish to formalise at this point. This could be raised to any staff, trustee or volunteer member of HFS, and the Foodbank's aim will be for that individual to deal with the complaint in a sympathetic and cooperative manner, in conjunction with the HFS coordinator.
Stage 1 - A formal stage 1 complaint must be made within 3 months of the event giving rise to the complaint. Complaints should be made in email or letter, and should be directed to:
• The HFS Coordinator/Deputy, or
• To the Chair of Trustees in cases where the complaint is directed against the
HFS Coordinator/Deputy
The Coordinator will issue an acknowledgement within 2 working days and aim to respond to all stage 1 complaints within 7 working days of receipt.
The HFS Coordinator will report back to the Chair of Trustees
Stage 2 - A formal stage 2 complaint must be made within 8 weeks of the stage 1 response or 8 weeks after the final proposed action/resolution identified in the stage
1 response (whichever is longer). Complaints should be made in email or letter, and
should be directed to the Chair of Trustees.
Foodbank users must advise why they are not satisfied with the stage 1 response, detailing any evidence or considerations which have been overlooked. They must also advise what resolution they are seeking and why they feel this is appropriate.
New evidence that was not available at the time of the stage 1 investigation can be considered at stage 2.
A sub-group of 3 Trustees who are not involved with any issue raised by the complainant and an independent person (from outside HFS) will consider the complaint. They will take appropriate action and report back to the Trustees.
COMPLIMENTS
Compliments will be acknowledged in writing by the HFS Coordinator/Deputy, and stored securely. These will be brought to the attention of the Trustees at the regular meetings alongside any complaints.
EXCEPTIONS
• This does not address complaints by staff of HFS (see grievance policy)
• This policy does not address general correspondence not directly related to a complaint
• The use of Social Media as a method of expressing dissatisfaction is becoming a more accessible and frequent way to voice concerns. We do not encourage or accept formal complaints via this method, and would encourage complainants to use the channels outlined above. Only the HFS Coordinator has the authority to respond via social media.
• Anonymous complaints - these are not dealt with through this complaints policy and procedure. However, depending on the nature of the complaint, it may be necessary to investigate the matter in order to protect HFS interests, especially if the matter could cause serious detriment.
UNREASONABLE, INTENSIVE AND VEXATIOUS COMPLAINANTS
There are occasions when a Foodshare user might act in a way that an employee or volunteer considers unacceptable. We expect all our employees to be treated in a respectful manner. Whilst it is understood that people sometimes get frustrated, we will not tolerate behaviour which is deemed unacceptable, threatening, abusive or unreasonably persistent.
REPORTING/MONITORING
We will record all complaints (informal and formal) within our systems.
CONTACT DETAILS
Complaints and compliments should be directed as laid out above to:
Hambleton Foodshare Coordinator/Deputy: info@hambletonfoodshare.org.uk
Hambleton Foodshare Chair of Trustees: chair@hambletonfoodshare.org.uk
Address: The Former Registrars Office, NYC County Hall, Racecourse Lane, Northallerton. DL7 SAD
Approved at Trustee's Meeting on 25/01/2024
Morag Joyce, Chair of Trustees
Review Date: January 2025
