Complaints Policy

Caithness 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 clients, referral agencies, volunteers and anyone else we encounter in 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, Caithness Foodbank has a complaints procedure so that we can work towards a resolution in a fair and transparent manner.

 

Our promise and commitment – We recognise that there may be times when our services and activities do not meet expectations.  If this happens, it is important that we know about it as soon as possible so that we can deal with the situation effectively to try to prevent it from happening again and to learn from our mistakes.  We promise to take all feedback and complaints seriously and to deal with them in a timely manner.

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 email: [email protected]

In writing to either of the following addresses:

Caithness Foodbank                                                    Caithness Foodbank

Carnegie Building, Sinclair Terrace                           13 Princes Street

Wick                                                                                  Thurso

KW1 5AB                                                                           KW14 7BQ

Please tell us what your complaint or feedback is about and what you would like to see happen.  Please also tell us how we may contact you.

What will happen after I complain? – We will acknowledge your complaint within five working days of receipt and we will tell you who will be dealing with the matter and when you can expect a full response.

Wherever possible, Caithness Foodbank will respect your confidentiality and keep your complaint confidential.  Any information about the complaint will usually only be shared with those who need to know to help resolve it.  There may, however, be occasions when we cannot provide absolute confidentiality, for example in circumstances where a child or vulnerable adult may be at risk of harm.  If you are not happy with the response you receive, you can escalate your concerns to the Chairman, who will also investigate the matter and advise you on the next steps to resolving your complaint.