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Complaints policy

The Abingdon Bridge (TAB) aims to provide its clients and the public with the best possible service. We positively welcome suggestions you may have for how we can improve our service. 

 

Should a problem arise, usually a word with the person at the point of service delivery will suffice. However, we recognise that from time to time there may be occasions when users of our services feel that the quality or level of service provided falls short of what they could reasonably expect. We want to know about these occasions so that we can make good the problem, learn from it and plan to avoid its repetition.  

 

If your complaint cannot be resolved informally, this is the procedure to follow: 

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  • If you have a complaint to make, this can be done:

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Please include your name, address, and contact telephone number, so that we can get back in touch with you easily and give us as much information as possible about your complaint. Please mark your email/letter “Private and Confidential”. 

 

  • If you send a letter, please remember to keep a copy.

  • The Governance Committee will acknowledge your complaint within 3 working days of receipt and will investigate the complaint.

  • The Governance Committee will communicate its decision about your complaint to you in writing, normally within 7 working days and will comment on each of the issues in the complaint and explain any improvements which will be made as a result of the complaint.

  • You have the right, if dissatisfied with the outcome of the decision regarding your complaint, to appeal the decision in writing or personally to a panel comprising at least three members from the TAB Trustee Board who were not involved in the original inquiry, provided you notify the TAB Trustee Board within 7 working days of your receipt of the Governance Committee decision. If a meeting is requested and you are attending personally, you have the right to be accompanied by a friend or advocate to help put your case. (The panel also has the right to have an advisor present). To start this appeal process, please write to the Chair of TAB’s Trustee Board at 3 Market Place, Abingdon OX14 3HG or email them at info@theabingdonbridge.org.uk.

  • Once the review of the appeal panel is complete, you will be informed what the decision is and if you are still not satisfied, what the external appeal options are, which include contacting the following: 

    • Information Commissioner’s Office 

      • Phone: 0303 123 1113 

    • Charities Commission 

      • Phone:0300 066 9197 

    • Fundraising Regulator 

      • Phone:0300 999 3407 

    • BACP as another appeal body

      • Phone: 01455 883300

      • Email: bacp@bacp.co.uk 

      • Post: BACP, 15 St John's Business Park, Lutterworth, Leicestershire LE17 4HB

 

 

Date of Last Review January 2023

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