Charity Details
Charity name: Poole-Wau Partnership Charitable Trust
Charity number: 1147425
Charity E-mail Address: [email protected]
Charity Registered Address: St Dunstan's Church Office, Poole Road, Upton BH16 5JA
Complaints Handling
PWP does not foresee complaints from the recipients of its donations in Northern Bahr el-Ghazal Province as decisions about expenditure are proposed by the Archbishop and decisions are made by PWP Trustees subject to its’ ‘objects’ as a charity and its resources. The project / expenditure is managed on the ground by the Archbishop and his team in NBG Province and monitored remotely by PWP.
In the event of a complaint from any of PWP’s UK based donors or volunteers the following policy and procedure will be followed.
Our policy is:
Complaints Procedure
Charity name: Poole-Wau Partnership Charitable Trust
Charity number: 1147425
Charity E-mail Address: [email protected]
Charity Registered Address: St Dunstan's Church Office, Poole Road, Upton BH16 5JA
Complaints Handling
PWP does not foresee complaints from the recipients of its donations in Northern Bahr el-Ghazal Province as decisions about expenditure are proposed by the Archbishop and decisions are made by PWP Trustees subject to its’ ‘objects’ as a charity and its resources. The project / expenditure is managed on the ground by the Archbishop and his team in NBG Province and monitored remotely by PWP.
In the event of a complaint from any of PWP’s UK based donors or volunteers the following policy and procedure will be followed.
Our policy is:
- To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
- To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
- To make sure all PWP trustees know 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 information which helps us to improve what we do
- All complaint information will be handled confidentially and sensitively, telling only those who need to know and following any relevant data protection requirements
- Overall responsibility for this policy and its implementation lies with the PWP trustees
Complaints Procedure
- The complaint should be made to the PWP Trustees in writing at the St Dunstan’s Church Office. This address is well publicised within our regular Newsletter and website. Anyone who makes a verbal complaint will be encouraged to put it into writing so that it can be fully understood by those who will investigate it.
- Complaints will be acknowledged by the PWP Secretary or by the person handling the complaint within 1 week of receipt. The acknowledgement will say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure will be attached. The complaint will be investigated by the trustees and a decision / conclusion passed to the complainant. Where possible the complainant will receive a definitive answer to the complaint within 4 weekIf not, they will be told when they will receive a reply. Whether the complaint is justified or not, the reply to the complainant will describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
- If the complaint is made about any of the trustees the individual / individuals concerned will be excluded from the investigation into the complaint and the decision process. If the complaint relates to a specific person, they will be informed and given a further opportunity to respond
- If the complainant is still not happy with the outcome of the investigation they may appeal to the Rural Dean of Poole and North Bournemouth who may conduct a further investigation. The Rural Dean’s decision is final.
- A record of all complaints and their outcome will be noted in the minutes of the PWP Trustees Meeting.
