Our Complaints Policy

Chapter 1 is committed to delivering a high standard of service to anyone who engages with our work. We have a comprehensive Complaints Policy which we are happy to supply on request.  The following is a summary of that policy.

 We are keen to hear from anyone who believes we have fallen short of the high standards we set ourselves. You can provide your feedback by phone on 0207 593 0470 email mail@chapter1.org.uk or, alternatively, you can write to the following address:

 Chapter 1

2 Exton Street

London

SE1 8UE

 Formal complaints will be acknowledged within 2 working days of receipt of the complaint.  The investigation should not take more than 20 working days to complete but if, due to exceptional circumstances, there are any delays, you will be informed of this and given a new timescale. You will be informed of the outcome within 2 working days of the decision being made. 

Inform the Service Manager of your complaint, issue or concern.

If you are not happy with the response you receive, you can escalate your concerns to the Operations Manager. If you are dissatisfied with the response from the Operations Manager, your complaint can be referred to Chapter 1’s Executive Team, who will select a panel of 2-3 people.

The Board of Trustees have ultimate responsibility for dealing with complaints that cannot be resolved by the Executive Team and the panel. They will consider your complaint if all other steps have been taken and if you are still dissatisfied with the outcome.

If your complaint cannot be dealt with by Chapter 1, you can refer your complaint to local MP or Councillor, or the Housing Ombudsman who will investigate a complaint after a period of 8 weeks after internal processes have been followed.

 If your complaint is about our fundraising activities and we are unable to resolve it to your satisfaction, you can ask the Fundraising Standards Board, the self regulator for fundraising in the UK,to consider it by:

 submitting your complaint through the FRSB website www.givewithconfidence.org.uk

  1. writing to Fundraising Standards Board, 65 Brushfield Street, London E1 6AA, or
  2. calling – 0333 321 8803.

 Chapter 1 is a member of the Fundraising Standards Board and we agree to abide by its decisions. Please note that the Fundraising Standards Board can only consider complaints received within 3 months of the original incident.

 The Fundraising Standards Board will investigate your complaint within 20 working daysof receiving it and if you are not satisfied with its conclusions, you can request that their Board of Directors look at it again. Their decision will be made within 60 calendar days, will be final and will be made public.   

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