Our Complaints Policy
Why do we have this policy?
Barnwood Trust joins with the people, communities and organisations in Gloucestershire’s disability and mental health movement — creating change so that disabled people and people with mental health conditions have choice of opportunities, access their rights, and are included where they live.
To do this well, it is important that we receive and act on feedback. If we get things wrong, we want to know about it. We want our complaints process to help us to resolve complaints as quickly and effectively as we can. We treat all concerns seriously and hope to learn from them, so that we continue to improve the way we build relationships, carry out our work, and award our grants.
What is a complaint?
A complaint is an expression of dissatisfaction by a person or persons. It is feedback about the way we work at Barnwood Trust and through our funding activities.
Our approach to handling your complaint
We treat all complaints that we receive as an opportunity to improve. If we have made mistakes, we are committed to recognising them so that we can apologise for them, prevent them happening again and make things better in the future.
How do you make a complaint?
We would like you to make your complaint in a way that you are comfortable with. This could be by making a phone call, by speaking to somebody in person, or by sending us something in writing in a letter or in an email.
You may ask someone to help you make your complaint. If so, please ask them to tell us that they are making a complaint on your behalf.
- Firstly, if you have already connected with someone at Barnwood Trust (perhaps somebody you have been talking to or working with), please go to them with your comments. They may be able to help put things right for you.We expect that most complaints can be resolved like this. Barnwood Trust employees and volunteers are able to respond to general concerns and complaints that may arise within their areas of work.
- In the event that:
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- You don’t feel happy with the outcome following this first response to your complaint, or
- You feel uncomfortable or that it’s inappropriate to raise your concerns with your main contact at the Trust, or
- You have concerns regarding a Trust employee or a volunteer,
we ask that in these instances you put your concerns in writing to our Executive Assistant, Elsa Henderson at info@barnwoodtrust.org,
or by post at Barnwood Trust, Overton House, Overton Road, Cheltenham, GL50 3BN
or by phone on 01242 539935.
Elsa Henderson will pass to the Chief Finance Officer (CFO), or a member of the Leadership Team in their absence, to review the nature of your complaint and respond. If necessary, the most appropriate Manager may be asked to look into it further for you.
- If you wish to complain about our Chief Finance Officer, or a decision they have made in response to your complaint, please direct your complaint to the Chief Executive Officer (CEO), Matt Little at info@barnwoodtrust.org,
or by post at Barnwood Trust, Overton House, Overton Road, Cheltenham, GL50 3BN
or by phone on 01242 539935 - If you wish to complain about our CEO, please direct your complaint to Chair of Trustees, Colin Smith at info@barnwoodtrust.org
or by post at Barnwood Trust, Overton House, Overton Road, Cheltenham, GL50 3BN
or by phone on 01242 539935
Making a complaint to an external regulator
If your complaint is about Barnwood Trust and the work we carry out as a Charity, or you do not feel completely satisfied by our responses through the above processes then you can contact the Charity Commission:
The Charity Commission, PO Box 1227 Liverpool L69 3UG
0845 3000 218
To read our full complaints poilucy
Read our full complaints policy here Barnwood Complaints Policy