1. OUR COMMITMENT
At Barnabas Aid, we are committed to maintaining the highest standards of integrity, transparency, and service in all that we do. We recognise that there may be occasions when individuals wish to raise concerns or express dissatisfaction with our work.
We take all complaints seriously and are committed to handling them fairly, respectfully, and in a timely manner. We will not treat anyone unfavourably for raising a complaint.
We also view complaints as an opportunity to learn and improve, helping us strengthen our services and maintain trust with our supporters and the communities we serve.
2. SCOPE OF THIS PROCEDURE
This procedure applies to complaints from members of the public and external stakeholders regarding:
- The quality or standard of our services
- The conduct or behaviour of our staff or volunteers
- Decisions or actions taken by Barnabas Aid
- Failure to follow our policies, procedures, or commitments
It applies across all Barnabas Aid ministries, both within the UK and internationally, and covers complaints received through any official communication channel (written, verbal, or electronic).
This procedure does not apply to:
- Internal staff grievances (handled through separate HR procedures)
- Matters subject to legal proceedings or statutory investigation
- Appeals where a separate appeal process exists
- Anonymous complaints, unless they raise serious concerns that can be investigated
3. HOW TO MAKE A COMPLAINT (UK)
You can contact us using any of the following methods:
- Email: info@barnabasaid.org
- Phone: 01793 744557
- Post: Supporter Relations Unit 23, Ash Industrial Estate Kembrey Park Swindon, SN2 8UN
- In person: At events, conferences, or through our representatives
- Social media: Facebook, Instagram, or X
What you can expect from us
When you submit a complaint, we will:
- Acknowledge your concern in a professional and empathetic manner
- Record the details accurately
- Confirm the next steps and let you know when you can expect a response (within 2 working days)
4. HOW WE HANDLE COMPLAINTS
Once your complaint is received, it will be reviewed by a designated Complaint Handler who will:
- Review the information you have provided
- Gather any additional information required
- Speak with relevant staff or review internal records if necessary
- Assess the situation and consider appropriate resolutions
All responses are reviewed and approved by the relevant National Director before being issued.
5. TIMESCALES
- We aim to resolve most complaints within 10 working days
- If your complaint is more complex, we will keep you informed and provide an updated timeframe
6. OUR RESPONSE
When our investigation is complete, we will provide a written response that:
- Addresses all the concerns you raised
- Explains any actions we have taken or will take
- Outlines your options if you are not satisfied with the outcome
7. IF YOU ARE NOT SATISFIED
If you are unhappy with our response, you can escalate your complaint:
Stage 1: Internal Review
The National Director will carry out a further review within 10 working days. This may involve further contact with you.
Stage 2: Independent Review
If you remain dissatisfied, you can contact an independent body such as:
- The Fundraising Regulator
- The Charity Commission
8. RECORD KEEPING AND OVERSIGHT
- All complaints and their outcomes are recorded in our Complaints Register
- Serious concerns (such as safeguarding or legal issues) are escalated immediately to senior leadership or trustees
- Complaints are reviewed quarterly to identify trends and improve our services
9. CONFIDENTIALITY AND DATA PROTECTION
We treat all complaints confidentially and in accordance with UK data protection laws. Only those directly involved in handling your complaint will have access to your information.
10. TRAINING AND REVIEW
Our staff receive regular training on handling complaints professionally and appropriately.
This procedure is reviewed annually to ensure it remains effective and up to date.
Procedure Information
- Version: 1.2
- Effective Date: 20 April 2026
- Approved by: Board of Trustees
- Next Review Date: 20 April 2027