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CAP group services complaints procedure

Christians Against Poverty aims to provide an acceptable service to all our users. If we fail to do this we want to know about it. This will enable us not only to deal with the specific problem, but also to avoid it happening again.

This document explains how our complaints procedure will take up any matters where you think the service you have received from Christians Against Poverty is unsatisfactory.

If you would rather talk to someone about the complaints procedure please ask your CAP group service manager or speak to the relevant group service team at our head office in Bradford, contactable on 01274 761950.

This procedure is meant to provide a means to resolve a dispute between Christians Against Poverty and any complainant. As an organisation we would like to hear from you about any of the following:

  • Dissatisfaction with our service, such as inadequate work, unacceptable delay or failure to deliver a service etc.
  • A dispute between you and a member of staff at Christians Against Poverty regarding policy, procedures or activities.
  • Discourtesy or unhelpfulness on the part of Christians Against Poverty representatives or members of staff.

What should you do if you wish to make a complaint?

Should you feel you have cause for complaint, we would ask you to register this complaint in one of the following ways:

  • By completing a complaints form and emailing it directly to our team at head office, at networkcomplaints@capuk.org, or sending it to us in the post.
  • By registering a verbal complaint either with your CAP group service manager, another trusted member of your group service team or member of staff at Christians Against Poverty.

Once you have registered your complaint we will deal with it as follows:

Stage one - You will be invited to discuss the complaint with a member of the relevant group service team. This will be done within five working days of the complaint being received.

Stage two - Should you not be happy with the outcome of stage one, you will be invited to discuss the complaint with the relevant group service team manager, unless you discussed the complaint with them as part of stage one. This will be done within five working days of the complaint being escalated by you.

Stage three - Should you not be happy with the outcome of stages one and two, you will be asked to put your complaint in writing to the Complaints Manager in the CAP Quality Assurance department. They will investigate the complaint and respond to you in writing within ten working days of the complaint being escalated by you.

To download this complaints procedure as a leaflet click here.

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