Complaints
We’re sorry if 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, Katherine Morgan, can deal with complaints regarding any issue. Please address your complaint to her in writing by letter or by email to katherine.morgan@big-c.co.uk.
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 3 weeks.
5. What if I am not satisfied by Big C’s response?
If you are not satisfied with our response please first let Katherine Morgan know and she will ask a Committee of Big C Trustees to review your complaint. If you are still unsatisfied you can contact the Charity Commission (0845 300 0218) or www.charity-commission.gov.uk
If your complaint is about our fundraising activities you can contact the Fundraising Regulator which will investigate all complaints that are concerned with a potential 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 Fundraising Regulator website: https://www.fundraisingregulator.org.uk/code-of-fundraising-practice/the-fundraising-promise
Their contact details are: Fundraising Regulator, 2nd floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH Telephone: 0300 999 3407 Email: enquiries@fundraisingregulator.org.uk
If your complaint is about any gambling activity (raffle/lottery) you can contact the Independent Betting Adjudication Service (IBAS) who can act as an impartial adjudicator on disputes that arise between betting/gambling operators and their customers after they have been through the operator’s own internal dispute procedures. To contact IBAS please fill in their adjudication form which can be found here http://www.ibas-uk.com/adjudicationForm.php
6. Your personal information
If you use our complaints procedure, you are agreeing that we can use any personal information you send us 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.
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