Complaints Procedure
Aims
If you have a complaint about our organisation we want to hear about it and we will do our best to put it right. Our client Complaints Procedure has the following goals:
- To deal with complaints fairly, efficiently and effectively;
- To ensure that all complaints are handled in a consistent manner throughout;
- To increase client satisfaction;
- To use complaints constructively in the planning and improvement of all services.
Who can complain?
Anyone who is:
- Receiving a service from the Federation of Synagogues (‘Federation’)
- Caring for someone who has a complaint;
- Has been refused a service which they think they may need.
How to complain
The Federation would like to resolve any complaint as soon as possible.
Many complaints can be resolved informally. In the first instance contact the Federation and, if you feel able, speak to the member of staff who is working with you or ask to speak to their manager, who will try to resolve the matter.
If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.
If you are not satisfied or do not wish for an informal solution, you may pursue a formal complaint.
Please put your complaint in writing and send it to:
Chief Executive Officer
Federation of Synagogues
65 Watford Way
London
NW4 3AQ
0208 202 2263
Data Protection Legislation
Data Subjects who wish to complain to the Federation of Synagogues about how their personal information has been processed may lodge their complaint directly with the DPL Compliance Manager by means of writing to the DPL Compliance Manager, Federation of Synagogues 65 Watford Way, London NW4 3AQ.
Where Data Subjects wish to complain about how their complaint has been handled, or appeal against any decision made following a complaint, they may lodge a further complaint to the DPL Compliance Officer.
What Happens Next?
You will receive acknowledgement of your complaint within 5 working days. You may be contacted to make sure that we have understood your complaint properly. You may be interviewed by the person investigating the complaint.
You will receive a response to your complaint within 28 working days of its receipt. Any extension of this time limit requires your consent.
Does this always happen?
In all cases, a complaint will be given full and fair consideration.
However, if as a result of your complaint, disciplinary proceedings are taken against a member of staff, an internal procedure will apply. You will be informed that disciplinary proceedings have taken place, but as these proceedings are confidential, you will only be informed of the details or outcome of matters outside of this procedure.
If a criminal offence is alleged, then the police will be informed.
Can you have someone with you when your complaint is discussed?
Yes, you can.
Can you take your complaint elsewhere?
Yes. If you are unhappy with the response, we can refer the matter to our Trustees and if you are still unhappy you can contact the charity commission for further information on making complaints about a charity.