Feedback & Complaints

Our Process

The informal complaint process aims to encourage individuals with complaints to discuss their concerns directly with the relevant individual or service manager.

This approach seeks to resolve issues locally and informally. (You can find contact details for Regional Offices Here).

Complaints Resolution

At this stage, most issues can be addressed effectively through goodwill, along with a calm, fair, and objective response. Whether an informal complaint is made in person, by phone, or email, we will record the relevant details. Where possible, we will provide an explanation, additional information, or an apology to resolve the complaint.

If the complaint cannot be resolved immediately, we will record the individual's contact details and arrange a suitable time to provide an initial response.

Volunteer, Staff, and Service Complaints

If the complaint involves a volunteer, staff member, or a service other than the one initially contacted, the receiver of the complaint will offer to forward the complainant's comments. We will ask if the complainant wishes to be contacted directly by the relevant party. If they consent, we will pass on their contact details to the appropriate Conference or Service.

Should the complainant prefer not to be contacted directly by the individual they have complained about, we will note this preference. Their complaint will be forwarded to the relevant Conference President or service manager, who will then contact the complainant by phone or in person, as agreed upon, to discuss the issue further.

Whenever possible, we will attempt to resolve the complaint by providing an explanation, more information, or an apology at this time. If the complaint is resolved to the complainant's satisfaction, no further action will be taken.

Our Process

Should you need to lodge a formal complaint, we ask that you submit it in writing.

Utilise our  Feedback Form to accurately document your complaint.

In cases where you report an oral complaint, the recipient will actively record the details on the Feedback Form.

We are dedicated to assisting you in completing the form if necessary.

Please include the following essential information:

• The name and address of the person affected and the specific service involved.
• If a third party, such as a parent, carer, or other adult, is filing the complaint on behalf of someone else, please record their name and address as well.
• Clearly detail your concerns, including all relevant names, dates, and events.
• If possible, list the names of any involved SVP members, volunteers, or employees.
• For complex complaints, we strongly recommend submitting them in writing, accompanied by all pertinent documents and correspondence.
• We are committed to supporting individuals with special needs in filing complaints, whether they require assistance with reading and writing, mobility, or other specific needs.

Once we receive your completed Feedback Form, we will acknowledge it promptly within 5 working days and strive to address the issue within 30 working days. If resolving your complaint exceeds this timeframe, we will promptly inform you of the reasons and establish a new deadline.

Our Process

Should you find our response to your formal complaint unsatisfactory, please submit a detailed written appeal within 10 working days. Direct your appeal to the next leader in the hierarchy, such as the Area President, Regional President, or National President. The leader must conclude their assessment within 30 working days.

The appeal response will be final within the Society of St Vincent de Paul’s complaint process. You may request full details of the policy.