Complaints Policy & Procedure

Rugeley Foodbank Complaints Policy & Procedure

Policy Statement

Rugeley Foodbank is committed to delivering a high standard of service to anyone who engages with our work. We believe that the best way to improve our service is by learning from the people who use it.

We welcome comments, compliments and complaints from the people who use our food bank, referral agencies, volunteers and anyone else we come into contact with in our work. These help us to see what we are doing well and where we can make improvements.

We aim to promote an environment where people are encouraged to raise and discuss issues informally and, where necessary, seek solutions to prevent them developing into problems or complaints. However, we recognise that there may be situations where people are not happy with the outcome of an informal discussion or feel that the issue needs to be taken further. In these cases, Rugeley Foodbank has a complaints procedure so that we can work towards a resolution in a fair and transparent manner.

Our promise and commitment

We recognise that there may be times when our services and activities do not meet your expectations. If this happens, it is important that we know about it as soon as possible so that we can deal with the situation effectively to try to prevent it from happening again and to learn from our mistakes. We promise to take all feedback and complaints seriously, to acknowledge them within 7 days and to fully respond to them within 20 working days.

How to register a complaint or give feedback

If you have a complaint, or would like to share a concern, compliment or comment on any aspect of our service, you can contact us in one of the following ways:
• In person to staff/volunteers at the food bank
• By phone: 07528447504
• By email: [email protected]
• Write to the following address:
Rugeley Foodbank, Rugeley Community Centre, Burnthill Lane, Rugeley, WS15 2HX

Please tell us what your complaint or feedback is about and what you would like to see happen as a result. Please also tell us how we may contact you.

What will happen after I complain?

We will acknowledge your complaint within five working days of receipt and we will tell you who will be dealing with the matter. We will give you a full response within 20 working days.
Wherever possible, Rugeley Foodbank will respect your confidentiality and keep your complaint confidential as far as possible. Any information about the complaint will usually only be shared with those who need to know in order to help resolve it.
There may, however, be occasions when we cannot provide absolute confidentiality, for example in circumstances where a child or vulnerable adult may be at risk of harm.

Who will deal with my complaint?

We hope that the majority of complaints can be dealt with informally by:

1. Distribution Centre Leader

If you prefer to make a formal, written complaint, it will be dealt with by one of the following within 20 working days:

2. Rugeley foodbank Manager
3. Rugeley foodbank Trustee

If you are not happy with the response you receive, you can escalate your concerns to:

The Trussell Trust using the following format:
• In writing, addressed FAO the Complaints Officer at The Trussell Trust, Unit 9 Ashfield Road Trading Estate,Salisbury, SP2 7HL
• By email to handlin [email protected] with the subject heading ‘complaint’
• Please include a full explanation of the problem, how it occurred,and the effect on you
• Describe what you think we should do to put things right.

Complaints Policy and Procedure adopted by Trustees of Rugeley Foodbank on1st February, 2024 for immediate implementation and periodic review.