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Please use the form below to get in touch and we’ll get back to you as soon as we can.

You may wish to contact us to complain, compliment, comment or suggestions

COMPLAINTS POLICY

INTRODUCTION
This document aims to help you understand the complaints procedure managed by Colchester Foodbank.

WHAT CAN YOU COMPLAIN ABOUT?
If you think we have failed to provide a satisfactory standard of service, please let us know. Your complaint may be about the quality of the facilities, safety of the users, the handling of a particular situation or issue or any other matter. We are committed to equal opportunities and take complaints about discrimination very seriously.

WHO WILL DEAL WITH YOUR COMPLAINT?
All complaints should be sent to Mike Beckett, Chief Officer, Colchester Foodbank, Unit 3 Tollgate Retail Park, Tollgate West, Stanway Colchester CO3 8RG. Email [email protected] who has a supply of complaint forms. Mike or one of his team will address the issue and respond in writing. If you are not happy with the response, then you will be invited to address your complaint to the Trustees, who will listen to your concerns, consider the issues and whether Mike’s actions were appropriate. The committee will then decide on any further actions.

We will take every complaint seriously and we will treat everyone who complains with respect and courtesy.

WHEN WILL YOU HEAR FROM US?
We will let you know that we have received your complaint within ten working days. We will write or telephone you.

In most cases, you will receive a full written response to your complaint within twenty working days. If we cannot give a full reply in this time, we will write to you and let you know why and how we are dealing with your complaint.

If the complaint is complex, we aim to let you have a full reply within twenty-five working days.

Any safety concerns that would endanger a Foodbank user would be dealt with immediately notice is received.

This policy will be reviewed annually.

Call our free national helpline

If you are in financial crisis and live in England or Wales, please call our free national helpline, Help through Hardship, on 0808 2082138 for free (open Monday to Friday, 9am-5pm, closed on public holidays) to talk confidentially with a trained Citizens Advice adviser. They can help address your crises and provide support to maximise your income, help you navigate the benefits system, and identify any additional grants you could be entitled to. If needed, they’ll issue you with a voucher so you can get an emergency food parcel from your local food bank.

Translators and Relay UK
Please ask the adviser if you need a translator, this will be provided via Language Line. If you can’t hear or speak on the phone you can use Relay UK. Find out how to use Relay UK →

Email us

Contact details

Phone us

01206 621998
Address
Colchester Foodbank
3, Tollgate Retail Park,
(opposite McDonalds, between Currys and B&M)
Tollgate West,
Colchester
CO3 8RG
Directions via Google Maps