BNJC is committed to providing high-quality services and a welcoming environment for all members of the community. We value feedback and take complaints seriously, using them as opportunities to improve our services and address concerns promptly and fairly. This policy outlines how individuals can provide feedback or make a complaint and how BNJC will respond.
Scope
This policy applies to all individuals interacting with BNJC, including community members, visitors, volunteers, employees, and partners. It covers complaints and feedback related to BNJC’s services, facilities, events, and staff conduct.
Providing Feedback
We welcome all forms of feedback, including suggestions, compliments, and constructive criticism. Feedback can be shared via email: info@bnjc.co.uk
Making a Complaint
If you have a concern about any of BNJC’s services, facilities, or staff, we encourage you to raise it as soon as possible so that we can address it effectively. Complaints can be submitted via:
- Email: info@bnjc.co.uk
- Post: Head of People and Operations, 29-31 New Church Road, Hove, BN3 4AD
Complaint Process
- Acknowledgment – We will acknowledge receipt of your complaint within five working days.
- Investigation – The relevant manager or department will review the complaint, which may involve gathering information from relevant parties.
- Response – We aim to provide a full response within 15 working days. If more time is needed, we will provide an update on the progress.
- Resolution – If the complaint is upheld, we will outline the actions taken to resolve the issue.
- If you are dissatisfied with the outcome, you may request a review by senior management within 10 working days of receiving our response. A final decision will be made within 20 working days of the appeal request.
Confidentiality & Data Protection
All complaints and feedback will be handled with confidentiality and in accordance with BNJC’s Privacy Policy. Personal data will only be used for the purposes of handling the complaint and will not be shared without consent unless required by law.
Unacceptable Complaints
BNJC reserves the right to refuse to investigate complaints that are:
- Vexatious, malicious, or abusive
- Repetitive without new evidence
- Outside the scope of BNJC’s control
This policy is reviewed annually to ensure effectiveness and compliance with best practices.