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Complaints policy

General Statement

The Abingdon Bridge (TAB) aims to provide our clients, staff, volunteers, partner organisations, trustees, and the public with the highest quality service and a supportive environment. We welcome your feedback and suggestions to help us continuously improve.

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If you experience a problem, we encourage you to speak directly with the person providing the service, as most issues can be resolved quickly and informally. However, we recognise that there may be times when our service falls short of your expectations. We take all complaints seriously, using them as opportunities to learn, improve, and prevent future issues.

 

Formal Complaints Procedure

If your complaint cannot be resolved informally, please follow this formal procedure.

 

How to Submit a Complaint

To ensure we can investigate effectively, complaints should be submitted in writing via email or post. Please include your name, contact details, and a clear description of the issue.

 

  • By Email: Send to info@theabingdonbridge.org.uk (Mark the subject line: Private and Confidential).

  • By Post: Send to TAB, 3 Market Place, Abingdon, OX14 3HG (Mark the envelope: Private and Confidential).

  • By Phone: If you need support or have accessibility needs that prevent you from writing, please call 01235 522375 so a staff member can note down your complaint.

 

Responsibility for Investigation

Depending on the nature of your complaint different people may decide and investigate the complaint.

 

  • Standard Complaints: Your complaint will be investigated and decided by the Chief Executive Officer (CEO). Address your correspondence to them.

  • Complaints About the CEO: If the complaint concerns the actions of the CEO, a nominated Trustee will investigate and decide the matter at the first stage. Address your correspondence to the Chair of Trustees.

 

Timeline and Acknowledgement

Complaints are governed by time limits.

 

  • Time Limits: Complaints must be raised within three months of the date you first became aware of the issue. Complaints raised after this time will only be considered under exceptional circumstances, at the discretion of TAB.

  • Acknowledgement: We will acknowledge your formal complaint in writing within 5 working days of receipt.

  • Resolution: The CEO (or investigating Trustee) will normally communicate the results of the investigation to you within 7 working days of acknowledgement.

 

Anonymous Complaints

Anonymous complaints containing serious allegations will be referred immediately to the CEO.

  • TAB will investigate anonymous claims if there is enough information provided to make further enquiries.

  • If there is insufficient information to take action, TAB will still record the issue to inform future corrective actions.

  • Any decision to halt the pursuit of an anonymous complaint must be formally authorised by the Chair of Trustees.

 

The Two-Stage Process

The complaint process will involve two distinct stages:

 

Stage 1: Initial Investigation

The CEO (or nominated Trustee) conducts the inquiry, makes a decision, and communicates the outcome to you in writing.

 

Stage 2: Appeal Panel

If you are dissatisfied with the Stage 1 outcome, you have the right to appeal to a panel of trustees. Appeals must be raised within one month of the date of notification of the decision. Complaints raised after this time will only be considered under exceptional circumstances, at the discretion of TAB.

 

  • Submission: Put your appeal request in writing to the Chair of Trustees.

  • The Panel: A panel consisting of at least three members of the TAB Trustee Board (who had no prior involvement in the case) will review your complaint.

  • Hearings: You have the right to present your case in writing or attend a panel meeting personally.

  • Accompaniment: If attending personally, you may be accompanied by a friend or advocate to support you. The panel also reserves the right to have an independent advisor present.

  • Finality: The decision of this panel is final within TAB's internal structures.

 

Governance, Reporting, and External Appeals

All formal complaints, investigation findings, and responses are recorded and filed in a secure, confidential environment.

 

Trustee Oversight

The Chair of Trustees will inform the Trustee Board of the number and nature of formal complaints at the first available board meeting following an incident. Annually, as part of TAB's self-evaluation process, the Board will review all complaints to evaluate structural implications for future service management and planning.

 

External Bodies

If you remain unsatisfied after exhausting TAB's internal procedures, you can escalate your complaint to the relevant external statutory body:

 

  • Information Commissioner’s Office (ICO)

    • For data protection, privacy, and GDPR issues

    • Helpline Phone: 0303 123 1113 (Available Monday to Friday, 9am to 5pm)

    • Textphone: Dial 18001 followed by 0303 123 1113 (for hearing or speech impairments)

    • Email: icocasework@ico.org.uk

    • Postal Address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

    • Official Website: ico.org.uk

 

  • The Charity Commission

    • For serious governance, safety, or financial wrongdoing.

    • Phone: 0300 066 9197 (Available Monday to Friday, 9am to 5pm)

    • Postal Address: Charity Commission, PO Box 211, Bootle, L20 7YX

    • Online Enquiries & Reports: Use the official Charity Commission Contact Forms.

 

  • Fundraising Regulator

    • For complaints specifically regarding charitable fundraising methods.

    • Phone: 0300 999 3407 (Available Monday to Friday, 9.30am to 4.30pm)

    • Email: admin@fundraisingregulator.org.uk

    • Postal Address: Fundraising Regulator, 50 Featherstone Street, London, EC1Y 8RT

    • Official Website: fundraisingregulator.org.uk

 

Safeguarding Complaints (Statutory Bodies)

If a complaint involves abuse, neglect, harm, or a person being at risk of harm, it bypasses internal complaints and must be referred to statutory safeguarding authorities.

 

For Children and Young People (Under 18)

  • Oxfordshire Multi-Agency Safeguarding Hub (MASH)

    • The primary statutory "front door" for child protection referrals in Oxfordshire.

    • Phone: 0345 050 7666

    • Emergency Out of Hours: 0800 833 408

 

  • Local Authority Designated Officer (LADO)

    • The statutory officer responsible for investigating complaints where a staff member or volunteer has harmed a child or is deemed unsuitable to work with young people.

    • Contact: 01865 810603 or email LADO.SafeguardingChildren@oxfordshire.gov.uk

 

For Vulnerable Adults (18+)

  • Oxfordshire Adult Social Care Team

    • The statutory body for protecting adults with care and support needs from abuse or neglect.

    • Phone: 0345 050 7666 (Office hours)

    • Emergency Out of Hours: 0800 833 408

 

Criminal Allegations

  • Thames Valley Police

    • If the complaint may be criminal in nature.

    • Phone: 101 (Non-emergency) or 999 (Immediate danger)

 

Publicity and Review

TAB’s complaints procedure will be actively publicised to all individuals and organisations utilising our services.

 

Reviewed by: Adam McRae (August 2026)

Next Review Due: August 2028

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