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Railway Mission strives to be the best we can be in all circumstances. However, there may be occasions where our staff, volunteers or Trustees have not met the expectations of individuals or of the companies we serve. We take every issued raised seriously and will seek to resolve any issues in a timely manner.

Raising concerns or complaints:


The Railway Mission Board of Trustees takes complaints very seriously and views them as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.


Our policy is:


  • To ensure that there is a fair complaints procedure that is clear and easy to use for anyone wishing to make a complaint
  • To make sure everyone at Railway Mission knows what to do if a complaint is received
  • To make sure all complaints are investigated fairly and in a timely way
  • To make sure that complaints are, wherever possible, resolved and that relationships are repaired
  • To gather the information that helps us to improve what we do


Contact Details for Complaints:


Written complaints may be sent to

Railway Mission

Rugby Railway Station,

Rugby,

Warwickshire,

CV21 3LA


or by e-mail to Complaints@railwaymission.org


Verbal complaints may be made by phone to our office on 07718971919


Resolving Complaints: Complaints should be acknowledged by the person handling the complaint within a week.
Ideally, complainants should receive a definitive reply within four weeks. If this is not possible because, for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.


If the complainant feels that the problem has not been satisfactorily resolved they can request that the complaint is reviewed at a higher level. At this stage, the complaint will be passed to the Executive Director (Where the Executive Director has been actively involved in the initial process the complaint will be passed to the Chair of Trustees).


The request for Executive Director level review should be acknowledged within a week of receiving it.


Please use the following e-mail addresses for complaints regarding:



Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.


The decision taken at this stage is final unless the Executive Director / Chair of Trustees decides it is appropriate to seek external assistance with resolution.


If your complaint concerns data/information we hold about you, you can contact:


Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Tel: 08456 30 60 60 or 01625 54 57 45
Fax: 01625 52 45 10
www.ico.gov.uk

If your complaint concerns an area of Railway Mission’s work, you can contact:


The Charity Commission
PO Box 1227
Liverpool
L69 3UG
Tel: 0845 3000 218
www.charity-commission.gov.uk

We follow the Institute of Fundraising Code of Conduct details of which, can be found here:

http://www.institute-of-fundraising.org.uk/

Confidentiality:


All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.


Monitoring and Learning from Complaints:
Complaints are reviewed annually to identify any trends which may indicate a need to take further action.