What is a complaint?
A complaint is an expression of dissatisfaction about something related to Barnardo’s activities, such as the standard of our service delivery, or the conduct of someone who works for us.
We can only respond to complaints that are about an action that Barnardo’s is responsible for or within our ability to change.
How we handle complaints made to us
We value your feedback and takes complaints seriously.
We are committed to dealing with complaints effectively, respectfully, in a proportionate and timely manner.
We log and monitor complaints and outcomes to ensure that we learn lessons and take appropriate action where we have fallen short of our standards or values.
We aim to handle all complaints as follows:
-
Acknowledge receipt within 5 working days.
-
Provide an initial response within 10 working days.
-
Provide a decision on outcome within 28 working days.
How to complain to us:
Please fill in the complaints form below; please select the relevant subject area so that we can direct your complaint to the relevant team to achieve a swifter response. If you would like us to respond to you, please leave your contact details in the form.
You can also complain to us by post to the address below or by telephone via a representative if necessary; telephone number: 0800 008 7005.
Address:
Complaints Manager
Barnardo’s
Tanners Lane
Ilford, Essex
IG6 1QG
If you are dissatisfied with the outcome of your complaint you can take your complaint to; the Charity Commission (England and Wales) see guidance here, for fundraising issues to the Fundraising Regulator, see guidance here, or for data protection issues to the Information Commissioners Office.
From time to time, we receive vexatious and repetitive complaints, and/or experience associated unreasonable and abusive behaviour. We understand that people may feel strongly in certain situations, but we do not tolerate unacceptable behaviour. We therefore reserve the right in such cases to decide to discontinue correspondence. We may also decide not to deal with a complaint where we do not consider it to fall within the definition of a complaint as set out above, in which case we will notify the complainant accordingly and consider whether it falls within any alternative processes.