Complaints procedure

Christians Against Poverty aims to provide service of a standard acceptable 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 the Debt Coach who sees you.

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, problems with casework, unacceptable delay or failure to deliver a service etc.

• A dispute between you and a Christians Against Poverty member of staff regarding policy, procedures or activities.

• 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 handing it to your Debt Coach or by posting it to your caseworkers at our Head Office in Bradford.

• Register a verbal complaint either with your Debt Coach or with any other 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 the line manager of the member of Christians Against Poverty about whom the complaint is made. 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 asked to put your complaint in writing to the 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.

Stage three

Should you not be happy with the Outcome of Stage two, the complaint will be referred to the Management Committee Complaints Panel. They will investigate the complaint and respond to you either in writing or at a meeting within 15 working days of the complaint being escalated by you. The panel decision will be final.

If we cannot satisfactorily resolve your complaint, you can refer your grievance to the Financial Ombudsman Service on  0300 123 9123 or 0800 023 4567 or by email at: - complaint.info@financial-ombudsman.org.uk

To download this complaints procedure as a leaflet click here.

 

Customer Care Policy

CAP helps a wide variety of people across the UK, many of which having suffered hardship or distress by reason of their social and/or economic circumstances.

Our aims when dealing with clients (or any other contacts) are as follows:
- To provide a friendly service, showing respect, sensitivity and courtesy
- To have knowledgeable staff who are honest, polite, understand your needs and treat you fairly
- To deal with your requests and enquiries accurately and efficiently
- To respect your confidentiality
- To offer an explanation if we can’t answer your request /enquiry
- To deal with any problems efficiently and professionally, if they arise
- To apologise if we make a mistake and do our best to put things right
- To keep appointments on time and respond quickly and in a helpful manner
- To treat with respect the people we help and the homes we visit

We want a pleasant and safe environment in which to work and believe that everyone should be treated with dignity and respect. As such any form of verbal, written or physical abuse, or inappropriate behavior, towards our staff is unacceptable and will result in the withdrawal of CAP’s service.

Additionally, failure to cooperate with any reasonable requests for information or action required to progress your case, may also result in CAP’s service being withdrawn.

We are committed to equality when delivering our services, regardless of a person’s gender/sex, age, disability, sexual orientation, gender reassignment, marital/civil partnership status, race/ethnicity, religion or belief. We will also take reasonable steps, where possible, to help you access our service.