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Complaints procedure

Christians Against Poverty aim 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 deal with 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 Money Coach or speak to the CAP Money Support 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 dissatisfaction about actions taken or lack of action. This might include:

  • Dissatisfaction with our service, such as inadequate work, unacceptable delay or failure to deliver a service etc.
  • A dispute between you and a representative of 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 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 handing it to your CAP Money Coach, or by posting it to CAP Money Support team, Christians Against Poverty, Jubilee Mill, North Street, Bradford, BD1 4EW.

    Download the complaints form here

  • Register a verbal complaint either with your CAP Money Coach or with a member of the CAP Money Support team by calling 01274 760567.


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


Stage One - You will be invited to discuss your complaint with the CAP Money Support team at our Head Office in Bradford. 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, your complaint will be passed to the Head of Church Engagement and Partnership. They will investigate the complaint and respond to you in writing within ten working days of the complaint being escalated by you.
The Head of Church Engagement and Partnership decision will be final. If you are a CAP Money Plus client and your complaint is regarding the CAP Money Plus debt counselling service or a debt advisor, then you should follow the CAP Debt Help complaints procedure - as a different team handles these complaints.

To download this complaints procedure as a leaflet click here.

Review

In addition to any action that we might take to resolve your particular complaint, we will also compile a report of all serious complaints received and review this at a senior level within the Charity on a regular basis. This will help us to conduct an analysis of any root causes for complaints that we need to address at a strategic level.