Complaints procedure

Christians Against Poverty aims to provide an acceptable standard of assistance to our Supporters, and if we fail to do this we want to know about it. In letting us know it will not only enable us 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 believe the assistance you have received from Christians Against Poverty is unsatisfactory.

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 assistance, such as an unacceptable delay or failure, a break in communication, or any other dissatisfaction with the handling of your donation, merchandise or Life Changer.
• Discourtesy or unhelpfulness on the part of Christians Against Poverty appointed representatives or staff.

What you should 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 sending to: Supporter Communications Manager, Christians Against Poverty, Jubilee Mill, North Street, Bradford, BD1 4EW.
• Register a verbal complaint by calling into Christians Against Poverty Head Office on 01274 760761.

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

Stage 1 - We will respond to your complaint within 14 working days, either in writing or by telephone, and aim to resolve the complaint within 30 working days.

Stage 2 - Should you not be happy with the outcome of Stage 1, you can then seek the opinion of the responders Line Manager, who will respond to you within 30 working days.

Stage 3 - If you are not satisfied that the internal process has satisfied your complaint then you can refer to the Fundraising Regulator within 2 months of receiving CAP’s response. They can be contacted via their website or you can call them on 0300 999 3407. They will then advise you on the next steps to resolving your complaint.