Your experience with Big C may not have been what you were expecting. When this happens, we'd really appreciate your feedback in order to make sure it doesn't happen again.
The British Standard (BS8600) definition of a complaint is 'an expression of dissatisfaction whether justified or not'.
Big C takes any complaint made against a member of staff, its services or its decisions very seriously. When a complaint has been made, it will be investigated and a full and prompt written response given by the Chief Executive.
Big C Complaints Procedure
1. Who may complain?
Anyone may make a complaint about Big C. This procedure is not intended for use by Big C employees or volunteers - both these groups have their own grievance procedures.
2. How may I complain?
Our Company Secretary, Kate Morgan, can deal with complaints regarding any issue. Please address your complaint to her in writing by letter or by email.
3. What information should I provide?
- The background to your complaint including relevant dates, times and names if possible.
- What action you have already taken to get your complaint resolved.
- Any specific grievances, questions or issues that you wish to be addressed.
- What it is that you hope to achieve through the complaints process.
4. What will happen after Big C has received my complaint?
Big C aims to acknowledge complaints in writing within 5 working days of receipt and send a formal response within three weeks.
5. What if I am not satisfied with Big C's response?
If you are not satisfied with our response please first let Kate Morgan know and she will ask a committee of Big C Trustees to review your complaint. If you are still not satisfied you can contact the Charity Commission (0870 333 0123 or www.charity-commission.gov.uk
Big C is proud to be a member of the Fundraising Standards Board Scheme and has committed to the highest standards in fundraising.
If your complaint is about fundraising activities you can contact the Fundraising Standards Board which will investigate all complaints that are concerned with a political breach of the Institute of Fundraising's Codes Of Fundraising Practice or a breach of the Fundraising Promise. This is provided that you have first directed your complaint to Big C but are not satisfied with the answer received.
You can read the Fundraising Promise on the FRSB website. Their contact details are: Fundraising Standards Board, Hampton House, 20 Albert Embankment, London, SE1 7JT. Telephone 0845 402 5442 Email: email@example.com.
6. Your personal information
If you use our complaints procedure, you are agreeing that we can use any personal information you send us for connected with your complaint. We will only give your personal information to other people and organisations if you have given us permission to do so.