Contact Us
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 offer suggestions.
COMPLAINTS POLICY
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 C0-Directors, Colchester Foodbank, Unit 3 Tollgate Retail Park, Tollgate West, Stanway Colchester CO3 8RG or you can email [email protected]. The Co-Directors 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 decide whether the Directors 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 will be dealt with immediately upon receiving notice.
This policy will be reviewed annually.
Please note that this telephone line is manned by volunteers so please do leave a message if you are unable to get through, and we will get back to you as soon as possible.
If you are unable to contact us by phone, or have any other general enquiries please use the below form to contact us:
If you need help from the foodbank the best way to reach us is by phone, so that we can direct you to the most appropriate referral agency to get a foodbank voucher from.
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
Address
Colchester Foodbank
3, Tollgate Retail Park,
(opposite McDonalds, between Currys and B&M)
Tollgate West,
Colchester
CO3 8RG