Complaints - Policy & SubmISSION

Complaints Policy

1. Our commitment

At Rotherhithe Community Kitchen & Food Hub we are committed to provide a welcoming, safe and respectful service to everyone we support, work with, or come into contact with. We believe in dignity, fairness and openness, and we value feedback as an important way to learn and improve.

We take complaints seriously and aim to handle them in a way that is fair, transparent, timely and respectful.

2. What is a complaint?

A complaint is any expression of dissatisfaction about:

a) Our services or activities

b) How food support or workshops are delivered

c) The behaviour of volunteers or representatives

d0 Communication, decisions or processes

Complaints can be made by service users, volunteers, partners, members of the public or supporters.

3. Accessibility and support

We recognise that not everyone finds it easy to raise concerns. If you need support to make a complaint (for example due to language, disability or confidence), we will do our best to help you.

You can ask a trusted person to contact us on your behalf.

4. How we handle complaints

We aim to deal with all complaints fairly and promptly.

a) We will acknowledge receipt of a complaint within 7 working days

b) Complaints will be reviewed by a senior volunteer or director who was not directly involved

c) We aim to provide a full response within 14 working days

d) If more time is needed, we will explain why and keep you informed

All complaints are treated confidentially and handled with care and respect.

5. Safeguarding and serious concerns

If a complaint involves safeguarding, safety, discrimination, or serious misconduct, it will be escalated immediately and handled in line with our safeguarding procedures.

Where appropriate, external agencies may be informed to ensure safety and accountability.

6. Learning and improvement

We review complaints regularly to help us:

a) improve services and activities

b) Strengthen volunteer support and training

c) Improve communication and processes

Complaints help us grow and serve our community better.

7. Complaints process (summary flow)

a. Complaint received (email or website)

b. Acknowledgement sent within 7 working days

c. Review by senior volunteer/director

d. Response provided within 14 working days

e. Actions taken where appropriate

f. Learning recorded and reviewed

8. Governance and accountability

This policy supports good governance and accountability in line with expectations for community organisations and social enterprises. It is reviewed regularly and updated as needed.

9. How to make a complaint

If you wish to raise a concern or complaint, you can contact us in the following ways:

Please use below complaint box.