Introduction

Sanctuary in Chichester is committed to providing high-quality services and creating a positive and inclusive environment for refugees, people seeking sanctuary, volunteers, staff, and the local community. 

We value feedback and take all complaints seriously. This policy outlines how complaints will be handled, ensuring that they are addressed in a fair, transparent, and timely manner.

We commit to reviewing this policy every year and will publish it on this page for ease of access.  

Scope

This Complaints Policy applies to all Sanctuary in Chichester activities, including but not limited to:

  • Activities and events organised by Sanctuary in Chichester.
  • Interactions between volunteers, staff, and individuals receiving support.
  • The quality and accessibility of the services provided to refugees, people seeking sanctuary, and other vulnerable individuals.
  • The behavior of Sanctuary in Chichester volunteers, staff, and partners.

How to Make a Complaint?

Informal Complaints:

  • We encourage individuals to address concerns informally, where possible. If someone is dissatisfied with an aspect of our service, we recommend they speak directly with the staff member or volunteer involved, or with the Charity Manager or one of the trustees.
  • Many issues can be resolved through a respectful conversation, and we encourage a solution-oriented approach.

Formal Complaints:

  • If a concern cannot be resolved informally, individuals should submit a formal complaint in writing to the Charity Manager or the Chair of the Board of Trustees. Complaints can be submitted via:
    • Email: contact@sanctuaryinchichester.org
    • In writing: Room 115, 26 The Hornet, Chichester PO19 7BB
    • Phone: 07535 177 202

What to Include:

  • The nature of the complaint (what happened).
  • Details of the individual(s) involved.
  • Any steps already taken to resolve the issue (if applicable).
  • Any supporting evidence (e.g., emails, photos, records of communication).
  • Preferred outcome or resolution (if applicable).

Complaints Procedure

Acknowledgment:

    • Once a complaint is received, it will be acknowledged within five working days.

    Investigation:

      • The complaint will be investigated by the Charity Manager or Chair, or the relevant member, who will gather facts, review evidence, and interview relevant parties.
      • We will aim to complete the investigation within 20 working days of receiving the complaint. If additional time is needed, we will inform the complainant of the delay and provide a new timeline.

      Resolution:

        • After completing the investigation, we will inform the complainant of the outcome and any actions taken. This may include:
          • An apology or explanation.
          • A change in service or practice.
          • Referral to external bodies if necessary (e.g., local authorities, regulatory bodies).

        Outcome Review:

          • If the complainant is dissatisfied with the outcome, they can request a review of the decision. This review will be conducted by different member of the organisation who was not involved in the original investigation.
          • The review process consists of the organisation member speaking directly with the complainant to understand their perspective, reading any statements, and speaking with the original investigator.
          • The review process will be completed within 10 working days of the request. The outcome will be communicated to the complainant in writing. It is final and there are no further stages in our process.

          Anonymous Complaints

          • Sanctuary in Chichester will accept anonymous complaints, though it may be more difficult to investigate these effectively without specific details.
          • Whenever possible, we will respond to anonymous complaints and take appropriate action.

          Unreasonable Complaints

          We are committed to addressing all complaints fairly and thoroughly. However, we recognise that some complaints may be unreasonable due to their nature or frequency. Unreasonable complaints may include those that are excessively repetitive, malicious, or unrealistic, or those where no clear or actionable issue is raised. In such cases, we reserve the right to limit our response or refuse to engage further.

          We aim to resolve all complaints in a constructive manner, but we also strive to maintain a balanced approach, ensuring resources are focused on addressing legitimate concerns.

          Confidentiality

          • Complaints will be treated in confidence, and only those who need to know will be informed.
          • However, in certain circumstances, information may need to be shared with external authorities (e.g., if the complaint relates to safeguarding concerns, criminal behaviour, or illegal activities).

          Monitoring and Review

          • The Complaints Policy will be reviewed annually to ensure it is effective and continues to meet the needs of the organization and those we serve.
          • Data on complaints will be monitored to identify any trends or areas where improvements can be made.

          Contact Information

          • Complaints Officer: Steve Lebbon, Interim Charity Manager, contact@sanctuaryinchichester.org.
          • Safeguarding Officer: Mark Stables, Designated Safeguarding Lead, markstables@sanctuaryinchichester.org.
          • Emergency Contacts:
            Sussex Police, call 999 (or for non-emergencies, call 101).
            Migrant Help (for asylum seekers only): 0808 8010 503 (open 24/7/365) or get in touch via their webchat.

          April 2025