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 take 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:
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Acknowledge receipt within 5 working days.
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Provide an initial response within 10 working days.
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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 do not provide contact details we will not be able to respond to you further and this may affect our ability to fully investigate your complaint.
You can also complain to us by post using the address below or by telephone via a representative if necessary; telephone number: 0300 003 2025.
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.