Complaint Handling Policy for Complainants

Siloam Christian Ministries Ltd introduced this Policy with the aim of providing information on how we will act in the event that we receive a complaint. A copy of this leaflet is given to any supporter who requests it, and to any complainant with our acknowledgement letter. It describes the procedures that we will undertake. As part of our commitment to our supporters, we deem it very important that we have a structure in place.

Your support is very important to Siloam, and we want you to be entirely satisfied with the service you receive from us. If we do not deliver the standard of service you expect, or if we make a mistake, we will investigate the situation and set about putting matters right as quickly and fairly as possible. All complaints should be referred in the first instance to:

Complaints Officer Siloam Christian Ministries Ltd 25 Beauchamp Avenue Leamington Spa CV32 5RG Telephone: 01926 335037 Email: info@siloam.org.uk

Acknowledging A Complaint

Siloam ensures that any complaints which are received are dealt with promptly and fairly, and investigated by a person of sufficient experience and competence, and who was not directly involved in the subject matter giving rise to the complaint.

Upon receipt of a complaint (either verbal or written), we will acknowledge the complaint within a reasonable time-frame.

The written acknowledgement of the complaint will outline the results of the investigation if complete, otherwise it will include:

1. A statement of Siloam’s understanding of the nature of the complaint, and a request for you to confirm in writing if our understanding is incorrect


2. Confirmation that we will investigate your complaint as quickly as possible, and issue you with a written response detailing our findings

Investigating A Complaint

The Complaints Officer will investigate all complaints, and where it is considered necessary, consult the member of staff whose actions or omissions gave rise to the complaint. The investigation will include a full review of the file, and where necessary, involve contact with third parties such as accountants or service users to obtain information/clarification. If the Complaints Officer is the subject of the complaint, another senior person within Siloam will conduct the investigation.

1. Action Within 4 Weeks
If we have not been able to resolve your complaint within 4 weeks, you will receive an update from us explaining why we have not been able to issue a written response detailing our findings, and we will give you a guide as to when we hope to be in a position to issue you with a ‘Final Response Letter’. Every effort will be made to resolve complaints within the first 4 weeks.

2. Action Within 8 Weeks
If we have not been able to resolve your complaint within 8 weeks, you will receive a further update from us explaining why we have not been able to issue a written response detailing our findings, and we will give you a guide as to when we hope to be in a position to issue you with a ‘Final Response Letter’. It will also explain the options available to you if you are not satisfied with the progress being made.

Completing A Complaint Investigation

Upon completion of the investigation, we will issue a letter to you that will provide a summary of the investigation, the nature and terms of any settlement, and the final decision on the matter. Any compensation we offer will be fair, and the basis of the calculation will be explained.

Closing A Complaint

The Complaints Officer will consider a complaint closed if:

1. The complainant confirms that they are satisfied with the findings of the investigation and any resolution; or


2. No confirmation has been received from the complainant within 8 weeks of Siloam’s Final Response’ Letter

Record Keeping

All new complaints will be recorded within Siloam’s complaint register upon receipt by the Complaints Officer, and at each appropriate stage of handling.

Referring Complaints To Another Firm

In the event that we receive a complaint where we have reasonable grounds to be satisfied that it relates to advice or services provided by another organisation/individual, we will carry out the following within 5 days of receiving the initial complaint:

1. Positively identify the other organisation/individual who we believe is responsible, and establish a current address and point of contact


2. Write to the organisation/individual, enclosing a copy of the original complaint letter/notification, explaining why we believe they are responsible for dealing with the complaint


3. Write to you explaining the action taken, enclose a copy of the letter sent to the other organisation/individual, and invite you to contact the new organisation/individual

Complaints Referred To The Charity Commission

If you are not satisfied with our ‘Final Response’ letter, or if 8 weeks has passed since your complaint was received, and you wish to refer the matter to the Charity Commission, you must do so directly with them within 6 months of the date of the letter, or you may lose your right to refer the complaint.

You can contact them as follows:

Should any complaint be referred to the Charity Commission, Siloam will fully co-operate with them to resolve the complaint. Siloam agrees to be bound by any resolution made by the Charity Commission, and undertakes to pay fees levied by the Charity Commission promptly.