Complaints Policy

This policy outlines the complaints procedure for Sight Loss Ministries. The policy covers all complaints made to the organisation, including fundraising complaints. Our volunteers should be familiar with our complaints policy and be able to explain to service users or supporters how to make a complaint.

What is a complaint?

A complaint is defined as an expression of dissatisfaction with the organisation.

It could be because of something we have done or failed to do. It includes dissatisfaction with any service or information we provide, the behaviour of our volunteers, our methods of fundraising, or services that we are unable to provide.

Being a small charity with limited resources, we must use these effectively and efficiently. Therefore, on rare occasions, we may acknowledge a complaint but not respond to it. Examples include situations where the:

the complaint does not directly involve Sight Loss Ministries;

the complaint is unreasonably pursued after having already been investigated and a final decision reached;

the complaint is incoherent, or abusive.

How to complain

If you feel something has gone wrong or you are unhappy with an aspect of the organisation’s work, you should first raise this informally with the person or service concerned. If you are dissatisfied with the outcome, you can make a formal complaint.

Formal Complaint

The Services Coordinator has responsibility for ensuring that complaints about the organisation are recorded and handled appropriately. The following should be recorded:

what went wrong;

when and where it happened;

whether the complaint applies to Sight Loss Ministries;

who was involved;

name, address, telephone and/or email address of the person making the complaint;

what would they like to see happen to resolve the complaint?

Complaints can be made by telephone, email or post using the contact details below.

Telephone: ‭07516 636741‬

Email: info@sightlossministries.org

Postal address:

Sight Loss Ministries

7 Holstein Lodge

Lisburn

BT28 2QB

Our Services Coordinator will investigate the complaint and follow the organisation’s procedure to make sure that it is dealt with effectively.

First stage:

If a complaint is received by telephone, efforts will be made to address the complaint during the call if possible. If this is not possible, we will share approximately how long it will take to resolve it. Upon acknowledging the complaint, we will seek to respond and if possible resolve it within one calendar month.

If the complaint is made by email, post, or voicemail. We would ordinarily aim to acknowledge receipt of it within 5 working days after it has been received. Please bear in mind that our charity is run by a small number of volunteers and holiday seasons could delay a response.

If the complaint is complex or requires statements from multiple people, it may take longer to be resolved. In such cases, we will provide our best estimate of the timeframe.

Second stage:

The complaint can be escalated to our trustees upon request, following an unsatisfactory response to the first stage. A complaint may also be escalated to the trustees at the discretion of the Services Coordinator. Once escalated, the trustees will lead an investigation and aim to find a resolution within one calendar month.

Third Stage:

If a complaint is not satisfactorily resolved following an investigation by the trustees, you can contact the relevant regulator, such as the Fundraising Regulator, or the Charity Commission.

Details for whom to contact for different types of complaints can be found on the UK Government website here: https://www.gov.uk/complain-about-charity

Our pledge

We treat all comments and complaints as an opportunity to improve our services. We are happy to acknowledge our mistakes, sincerely apologise for them and try to prevent them from being repeated. A record of the complaint will be retained in line with our privacy policy. We may be unable to provide a response if insufficient contact details are provided.

Date of last review by the trustee board: 17th March 2023