Date: September 2026
Review: September 2027

1. Introduction

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

The charity values feedback and takes 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 on our website [https://sanctuaryinchichester.org/our-complaints-policy/] for ease of access. For very serious complaints and concerns, such as an individual’s safety being placed at immediate risk, response should be taken with an appropriate sense of urgency. 

2. 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, trustees and individuals receiving support.
  • The quality and accessibility of the services provided to refugees, people seeking sanctuary, and other vulnerable individuals.
  • The behaviour of Sanctuary in Chichester volunteers, staff, trustees and partners.

3. 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, they should 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.
  • All informal complaints are to be reported to the Charity Manager, recorded in a secure confidential register with unique reference numbers for each complaint.
  • Informal complaints considered to be of a serious nature are to be reported to the Board of Trustees.

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:

What to Include:

  • The circumstances surrounding the complaint, including when, where any action that was taken and the details of others who were present/involved.
  • Names & contact details of the individual(s) involved.
  • Any steps already taken to resolve the issue (if applicable).
  • The nature of the concern and anything that they expect to be done about it.
  • Any supporting evidence (e.g., emails, photos, records of communication).
  • Preferred outcome or resolution (if applicable).

4. Complaints Procedure

Acknowledgment:

  • Once a complaint is received, it will be acknowledged within five working days.  The complaint will be recorded on the secure Complaints Register  by the investigating officer and given a unique reference number. A copy of the Complaints Policy shall also be provided by email or by post.

Investigation:

  • The complaint will be investigated by the Charity Manager or Chair of Trustees (as Investigating Officers),  who will gather facts, review evidence, and interview all relevant parties (including the complainant). If the complaint concerns the Charity Manager or Chair of Trustees, then an independent Trustee shall be appointed to undertake the investigation.   If the complaint gives rise to any safeguarding concerns, then this will also be subject to the Charity’s Safeguarding policies and the Safeguarding lead and/or the deputy Safeguarding lead shall be informed.
  • The investigating officer will aim to complete the investigation within 20 working days of receiving the complaint. If additional time is needed, the complainant is to be informed of the reasons for the delay and provided with a new timeline.

Resolution:

After completing the investigation, the Investigating Officer 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 a 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.

Wider Action:

  • Irrespective of the outcome of any complaint, we will consider if there is any requirement in respect of wider action and/or statutory reporting to the Charity Commission, H&SW Executive, other regulator, or the Police. 
  • Consideration will also be given as to whether any changes should be made to policies, procedures, training etc to see if anything might reasonably be done to prevent a similar issue arising in future.  
  • A secure Complaints Register with unique reference numbers is to be maintained, overseen by the Charity Manager with a six-monthly report made to trustees on the status of complaints within the charity.  The record of a complaint is to be held on file, managed by the Assistant Charity Manager for the duration of the complainant’s involvement with the charity and a maximum of three years after the complainant has ceased to require Sanctuary support.

5. 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 investigate complaints and take all reasonable actions in order to address the  anonymous complaints.

6. 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.

7. 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).

8. Potential Compensation Claims

If a complaint may potentially result in a claim for compensation, such as damage or loss to property, or personal issue, our insurers shall be notified.  

9. 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.

10. Contact Information

Complaints Officer: Assistant Charity Manager, contact@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.

Approved by:

Kathryn Crosby, Charity Manager

Tony Toynton, Chair of  Trustees

Date: 05/08/26