Complaints Procedure

COMPLAINTS PROCEDURE

The Prestbury United Charities (PUC) aims to provide high quality services that meet your needs. We believe that we achieve this most of the time; if we are not getting it right, please let us know. We value and take seriously any feedback we receive. PUC trustees will try to resolve any problems or concerns.

We have a process for you to follow if you wish to make a formal complaint. Grounds for complaint may include disagreeing with a decision that the Charity makes or concerns relating to the administration of the Charity.
PUC will ensure that all information acquired when investigating a complaint will be treated as confidential.

Stage one
If you are unhappy and wish to make a complaint, you can email, or write to the Clerk to PUC. Please give a clear description of the reason for your complaint, with relevant dates, and ensure that you include your contact details.
The clerk will endeavour to acknowledge your complaint within 5 working days, and respond to you within 10 working days with information about how your complaint was investigated, the conclusions reached, and any actions to be undertaken as a result of the complaint.

Stage two
If you believe that your complaint has not been fully answered, please write to the Chairman of the Trustees. Please set out clearly the reasons why you were not satisfied with the first PUC response.
Your written complaint will be acknowledged within 5 working days. The Chairman of the Trustees will review and further investigate the complaint and aim to make a written response to you within 10 working days. If the investigation is not completed within 10 working days, an interim response will be made, informing you of the action taken to date or being considered, until the final report is made available.

Stage three
If you are still dissatisfied you have the right to refer your complaint to the Charities Commission.

The Charity Commission, PO Box 1227, Liverpool, L69 3UG

https://www.charitycommission.gov.uk

https://www.gov.uk/government/publications/complaints-about-charities/complaints-about-charities

April 2019