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Complaints Procedure
Hunstanton & District Foodbank Complaints Procedure
Hunstanton & District 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, Hunstanton & District 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
and to deal with them in a timely manner.
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: 07795491154
By email: [email protected]
Write to the following address:
Hunstanton & District Foodbank, St. Edmund’s Church Hall, Church Street,
Hunstanton, Norfolk PE36 6BE.
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?
1. We will acknowledge your complaint within five working days of receipt and provide
you with the name of the person responsible for investigating the matter on your
behalf.
2. The person responsible for the investigation will write to you with their findings and
proposed resolution within twenty-eight days from receipt of the complaint*.
3. If you are dissatisfied with the outcome of the investigation you may appeal. Letters
must be received within twenty one working days of the date on the correspondence
notifying you of the outcome of the first investigation.
4. The complaint will be reinvestigated and you will be informed of the outcome within
10 working days*.
* unless the complaint is particularly complex or time-consuming, in which case you will
be kept informed of the progress of the investigation and notified of the expected date of
completion.
Wherever possible, Hunstanton & District 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.
Data Privacy Statement
Hunstanton & District Foodbank is registered as a data controller with the UK Information
Commissioner’s Office under registration number ZA225879.
We use the personal information that you provide in accordance with the Data Protection
Act 2018 to process your complaint. We have a legitimate interest in holding this
information in order to be able to monitor and improve our services.
We will collect personal information including your name and contact details, including
postal address, telephone number, email address and social media contact information,
in order to be able to investigate your complaint and to communicate with you about it.
We will also collect sufficient information about the situation that you are contacting us
about to be able to understand what has happened and help you seek a resolution to your
complaint.
Where your complaint relates to services involving our partners, for example a referral
agency or the Trussell Trust, then we may need to share your information with a third
party.
We keep this information for seven years after your complaint has been closed, unless we
have a requirement to keep it longer, in which case we will inform you of this. After this
time the data will be aggregated and anonymised.
For further information about how we use your personal information see our Privacy Policy
– available at www.hunstantondistrict.foodbank.org.uk.