Complaints
We take complaints seriously. We see them as an opportunity to learn, improve, and put things right for anyone who raises a concern.
We are here to listen
Our complaints procedure is written so your feedback will make a difference.
Our approach
- We provide a clear and fair procedure for anyone who wants to make a complaint.
- all our staff know what to do when a complaint is received.
- complaints are investigated fairly and promptly.
- we aim to resolve complaints and repair relationships wherever possible.
- complaints help us learn and improve what we do.
How to make a complaint
In writing
Send your complaint to:
Fishermen’s Mission
Mather House
4400 Parkway, Solent Business Park
Whiteley, PO15 7FJ
Or by email: enquiries@fishermensmission.co.uk
By phone
Call us on 0800 6341020
How we handle complaints
- We aim to acknowledge complaints within one week
- we try to give a full response within four weeks.
If the investigation is still ongoing after four weeks, we will provide a progress update and tell you when you can expect a full reply.
If you are not satisfied
You can ask for your complaint to be reviewed at a higher level.
This will usually be the Chief Executive.
If the Chief Executive was involved in the first response, the review will go to the Chair of Trustees.
Requests for a higher-level review will be acknowledged within a week.
A full reply will usually be provided within four weeks, or with a progress update if more time is needed.
The final reply will explain what we did to investigate, the conclusions we reached, and any actions we took.
This decision is final unless the Chief Executive decides external assistance is needed.
Other contacts
If your complaint is about data we hold about you: contact the Information Commissioner’s Office.
If your complaint is about a charity in general: visit the UK government ‘Complain about a Charity’ page (or the ‘Raise a Concern’ page for Scotland).
Confidentiality
All complaints are handled sensitively. Only those who need to know will be informed, and we follow data protection rules.
Learning from complaints
We review complaints annually to identify trends and make improvements where needed.