The Jewish Family Centre is an organisation in which all people have a voice and right to be heard. From time to time a client or family may feel dissatisfied with some aspect of the Centre’s provision. For example: 

  • How things are done (or not done);
  • The way a client has been treated by a member of staff.

Should this occur, it is important that the issue is dealt with as quickly as possible.

Please note, no abusive or offensive behavior towards our staff or organisation will be tolerated. We believe in people’s ability to solve a problem without the need to resort to uncivil behaviour.

  1. Most concerns or complaints can be resolved quickly and informally. Dissatisfaction often arises from misunderstanding, which is why the best starting point is with the member of staff whose actions are the cause of dissatisfaction. You will normally get a quick response, with an immediate explanation or solution. 
  2. If your problem cannot be resolved quickly, please speak to the Programme Manager, who will endeavour to respond to your complaint within two working days (weekends, out of term time and Festivals are not working days).
  3. However, if a complaint cannot be resolved by these means, an informal, written complaint should be made as soon as possible. It is much more likely that the matter will be resolved to your satisfaction if it is raised at an early stage. All written complaints will be dealt with within 10 working days. If a longer time is needed you will be informed of this in writing, with an anticipated date for a clear response to your complaint. Please note that staff are under an obligation not to allow your complaint to have any bearing on the way that you are treated or assessed. Please ensure your written complaint includes the following information:

Date; your name; your contact details (address, mobile number and email address);the programme you are involved with and the name of the Programme Manager; the details of your complaint. 

  1. Finally, if your complaint has not been resolved to your satisfaction then a formal written complaint should be issued. This should outline your complaint, giving as much detail as possible. This should be handed to a senior member of staff, with whom you should also discuss your complaint. If the complaint involves any of the senior management team, then it should be sent to the Chair of Trustees. You should receive a response to your complaint within 21 working days.

As per the terms of our [Privacy Policy], information will only be shared among staff on a ‘need to know’ basis.

Please note: the complaints procedure does not affect any of your statutory rights.

Policy date: May 2023
Review date: May 2026