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 Licensed Money Coach who sees you or speak to the CAP Money Team.

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 member of staff at Christians Against Poverty regarding policy, procedures or activities. 
• Discourtesy or unhelpfulness on the part of Christians Against Poverty representatives or a member of 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 CAP Money Coach, or by posting it to your caseworker or the CAP Money team at our Head Office in Bradford.
• Register a verbal complaint either with your CAP Money Coach, your caseworker or with a member of the CAP Money team 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. In the case of a CAP Money Coach, with the CAP Money Team Manager. If your compliant is about your CAP Money Plus caseworker the CAP Money Plus Manager will deal with this. 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: -

To download this complaints procedure as a leaflet click here.