The Shirley Community Chaplaincy (North East)

Complaints and Suggestions

Policy and Procedure
The Shirley Community Chaplaincy (North East) is committed to providing the best possible service to
the organisations and individuals with whom it works, and its trustees, staff and volunteers try to
listen to its service users. We acknowledge, however, that there will be occasions when people may
not be happy with some aspect of our provision or have ideas how its provision may be improved.
This Policy exists to enable you to tell us when you are dissatisfied, or indeed when you have any
comment you wish to make about the Chaplaincy. All complaints and suggestions will be taken
seriously, and all associated with the Chaplaincy aim to treat you with respect and consideration
throughout the process.

Because the complaint part of this procedure is more difficult for everyone, including the
complainant, the next part of this document (section 1) outlines some of the circumstances in which
you may wish to register a complaint and how to go about it. Section 2 is about making a suggestion,
and the final part of the document offers a form on which to register your complaint or suggestion.

1a What kind of circumstances may give rise to a complaint?

 You believe you have treated unfairly on the grounds of your gender/race/religion/age/sexuality
or for any similar reason

 You feel that Shirley has failed to act according to its Aims (see Appendix on pp 6-7)

 You feel you have experienced an unreasonable delay in receiving a service

 You feel that a service provided has been inadequate

 You believe that staff, assistants or volunteers have breached the General Data Protection
Regulation 25 May 2018

 You believe that staff, assistants or volunteers have been rude or unhelpful

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 You disagree with a decision Shirley has made or a policy it operates

1b What should I do to complain informally?

You can make your complaint to the Community Chaplain or to the Trustees. Any worker will be
pleased to tell you who is the most appropriate person to approach. This may be done in person, in
writing, by email or by telephone. We aim to listen to what you have to say, to apologise whenever
necessary, and to try to agree a solution with you. We will try to deal with your complaint to your
satisfaction as soon as possible; however, there will be occasions when this may not be possible (for
example during holiday periods). If there will be a delay in responding to your complaint you will be
told, and we will reply as quickly as possible in writing. If you remain dissatisfied with us or with our
response you should use the formal procedure outlined below.

1c What should I do to make a formal complaint?

You may use the formal complaints procedure at any time: you do not have to complain informally
first if you believe that your complaint is too serious for that approach.

Attached to this Policy you will find a basic form which you may use to make your complaint; if you
would prefer, you may write a letter instead. In either case, you should feel free to obtain assistance
with writing your complaint if you need it; such assistance could be given by a friend or family
member, a Citizens Advice Bureau or Advocacy group or a similar organisation. Useful contacts are
given at the end of this Policy. You should then post or hand-deliver your complaint to The Shirley
Community Chaplaincy, marking the envelope clearly ‘Private & Confidential, for the attention of the
Community Chaplain or Chair of the Trustees.

1d What will happen after I complain?

Shirley will acknowledge receipt of your formal complaint within 3 working days; this will be done by
letter. This letter will also tell you what steps will be taken to investigate your complaint: we will
usually ask you to meet with us to discuss the problem (in which case you are welcome to be
accompanied by a person of your choice), and we may allocate responsibility for this meeting and the
subsequent investigation to the chair of the trustees or a trustee nominated by him. If your complaint
is about a member of staff, assistant or volunteer, it will be passed immediately to the chair of the
trustees; he will write to you to tell you that this has been done and to explain that our internal

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inquiry process has begun. We aim to resolve all complaints quickly, and to keep you informed
throughout the process. You will receive a full written response usually within 7 working days; if there
will be any further delay, you will be informed. This letter will include information on what to do if
you are still dissatisfied.

1e Will my complaint be confidential?

Your complaint may be seen by the Community Chaplain and the Board of Trustees of the Shirley
Community Chaplaincy as part of the investigation process but we will make every effort to safeguard
your privacy; your complaint will not become ‘public knowledge’ unless you so wish. You should be
aware, however, that if your complaint were specifically about a member of the Community
Chaplaincy or a Trustee of the Board, it would be necessary for that person to be told that a
complaint has been lodged against him/her, to allow the investigation to proceed.

1f What if I am still unhappy – can I appeal?

You can appeal if you are dissatisfied about any aspect of the formal procedure outlined above,
including the final response. You cannot go directly to the appeal stage unless you have used the
formal procedure. If you wish to appeal, you should complete the form which will be attached to the
letter sent to you after the formal procedure. Again, you can obtain assistance with this, as explained
above. You should post or deliver this form to the Shirley Community Chaplaincy marking the
envelope ‘Private and confidential: for attention of the Community Chaplain or Chairman of the
Trustees.

1g What will happen if I appeal?

You will receive written acknowledgement of your appeal usually within 5 working days, along with
information as to when and how it will be dealt with. A panel (consisting of three Trustees of the
Board) will usually be formed to consider your appeal. You may attend this meeting (bringing a
person of your choice from outside the organisation, if you wish to), or make written comments if you
would prefer. Your appeal and the original complaint will be considered in detail, and you will receive
a written response within 3 working days of the hearing. Shirley will make every effort to comply with
the decision or recommendations of the appeal panel.

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 2 What should I do if I wish to praise Shirley, or make a suggestion or
comment about something?
Shirley welcomes all comments and suggestions and tries to take account of these where possible.
Please speak to the Chaplain, an assistant or a trustee in person or by telephone/email, or write to us
on the form at the end of this document.

Signed on behalf of
the Board of
Trustees:

Name of Trustee:

Date of approval by
7 June 2018
the Board of
Trustees:

Date of First Review 7 June 2018

Date of Next Review June 2020

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Complaint/Suggestion Form

Your name

Your address

Your telephone number or email

What is your complaint/suggestion?

(please continue on a separate sheet if necessary)

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 Ideally, what would you like us to do about it?

Your Signature

Today’s Date

Please return to either the Chaplain or the Chairman of the Trustees at the Shirley address below or
by telephone or email:

Paul Hobbs (Community Chaplain)

PO Box 343 David Scott (Chair of the Trustees)
Newcastle upon Tyne principledave@aol.com
NE6 9BP 07886 534 219
Mobile 07587 690 237
email: theshirleytrust@gmail.com

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Appendix

The Shirley Community Chaplaincy (North East)

Aims and Objectives

1. The Shirley Community Chaplaincy is a Christian charity which seeks to advance the Christian
faith for the benefit of the public in accordance with the teaching of Jesus to love one
another and visit those in prison.

2. The Shirley Community Chaplaincy seeks to advance the Christian faith for the benefit of the
public by offering Christian teaching, counselling, mentoring and support to offenders and ex-
offenders.

3. The Shirley Community Chaplaincy seeks to work with offenders and ex-offenders in and
around the Tyne and Wear area to help and support them both inside and outside the prison
environment to integrate successfully into society.

4. The Shirley Community Chaplaincy seeks to break the cycle of offending behaviour and to
prevent ex-offenders from being socially excluded. This will involve breaking down barriers
between ex-offenders and the community.

5. The Shirley Community Chaplaincy seeks to support the integration of ex-offenders into the
community by helping them to develop positive relationships in work, the community and
local churches.

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6. The Shirley Community Chaplaincy seeks to reduce the stigma associated with those who
suffer from poor mental health and to assist in the treatment and care of offenders and ex-
offenders who suffer from mental illness both inside and outside the prison environment by
non-judgemental listening, and by offering support, encouragement and assistance.

7. The Shirley Community Chaplaincy aims to support ex-offenders, regardless of their past, and
to work within the constraints of licence agreements and other conditions imposed by the
judicial system. We will liaise with Safeguarding and other agencies as appropriate.

8. The Shirley Community Chaplaincy seeks to develop mentoring and a range of systems to
develop a peer support network to help offenders and ex-offenders, and to train ex-offenders
as peer mentors.

9. The Shirley Community Chaplaincy is committed to working with people of all faiths and
traditions. The Shirley Trust will seek to work positively and constructively with all faith
communities.

10. The Shirley Community Chaplaincy is committed to the principle of equal opportunity for
employees, clients and volunteers and to serving all regardless of sex, race, religion, gender,
marital status, sexual orientation, responsibilities for dependants, age, disability or offending
background.

11. The Shirley Community Chaplaincy seeks to promote social inclusion by encouraging
churches and the wider community to play a full role in supporting ex-offenders and by
encouraging those in the Trust's care to live law abiding and fulfilled lives.

12. The Shirley Community Chaplaincy will seek to work constructively with other partners in the
field including, the prison service, the probation service, other charities, agencies and
companies working with offenders and ex-offenders.

Approved 14 July 2014

Updated 29 January 2016