Comments, compliments and complaints

We aim to provide the highest level of service to our service users, donors and volunteers. We appreciate that occasionally things may go wrong, and that there may be circumstances which are beyond our control. Feedback and issues/complaints are important to us as they tell us what you think of our services and fundraising activities, and help us to improve and develop. We welcome comments, suggestions and ideas and like to hear when we have done things well.

We are committed to ensuring that any complaints are:

• investigated comprehensively and sympathetically through our complaints procedure by the appropriate staff member, volunteer or manager
• responded to honestly and fully in the shortest possible time
• recorded, monitored and used to develop and enhance our services and fundraising activities, and identify any training needs.

Complaints made in good faith will never result in reprisals, retaliation or loss of opportunities to be involved with Back Up.