Missio is committed to enabling the Catholic community in England and Wales to support the work of spreading the Gospel throughout the world, especially where the Church is new, young or poor.

We aim to treat everyone we work and deal with, with dignity and respect. Despite our best endeavours we may sometimes fall short. In these circumstances we want to ensure our supporters and partners have access to an effective Complaints Policy.

Our commitment to you:

  • We will ensure you know how to complain by publishing a Complaints Policy that is easy to access and easy to understand.
  • We will listen to you and seek to understand the cause of your complaint.
  • We will respond quickly and show commitment to resolving the issue in partnership with you.
  • We are committed to fairness and transparency when dealing with complaints
  • We are committed to using feedback to learn and improve.

Stage 1

If you are unhappy or dissatisfied with any aspect of Missio’s work please let us know by talking or writing to us. There may be a specific person you wish to discuss your complaint with, in these circumstances please direct your communication accordingly. Otherwise, your first port of call should be info@missio.org.uk or please call 020 7821 9755 during office hours. We aim to respond to your complaint within 10 working days.

To help us process your complaint quickly please provide us with all relevant information, including your views on what could be done to resolve the matter to your satisfaction. We hope that at this early stage we will be able to resolve the matter by talking, sharing information, listening and reaching a point of mutual agreement. If we are not able to resolve the complaint immediately, we will contact you with the outcome of your complaint within 10 working days.

Stage 2

If you are dissatisfied with the conclusion of Stage 1, please send an email entitled ‘Complaint’ explaining your complaint within 10 working days of being notified of the outcome from Stage 1 to: info@missio.org.uk

We will prioritise resolving your complaint as quickly as possible. We will acknowledge receipt of your complaint in writing within 3 days. At this stage we will explain who is handling your complaint, we call this person the Complaint Investigator and they will be a member of our Senior Management Team. At the same time we will explain the timescale and process for resolving the matter. The investigator will contact you to acknowledge receipt of your complaint within 5 working days of our first acknowledgement. The investigator may want to talk to you, gather more information and liaise with colleagues. S/he will aim to provide a final report explaining conclusions within 10 working days of receiving the complaint.

Stage 3

If you are still concerned your complaint has not been resolved following stage 2 please address your concerns in writing within 7 working days of receiving the conclusion of Stage 2 and send to:

National Director
23 Eccleston Square
London
SW1V 1NU

director@missio.org.uk

Please give your reasons for appealing the decision taken at stage 2 and again, if possible, the action you believe will resolve the matter to your satisfaction. The National Director will review the complaint history and consider your case for appeal. At this stage the National Director may seek further information through a meeting or additional correspondence. The National Director will aim to provide written acknowledgement of your complaint within 5 days and will produce a report summarising conclusions within 20 working days. This is the final stage of our internal complaints procedure and the National Director’s decision will be final.

Anonymous complaints and comments

A Senior Manager will review any anonymous complaints or comments and will make a judgement about how to progress and if appropriate, a written briefing of the complaint or comment will be provided to the National Director.

Exceptions

We will not normally investigate any complaints relating to issues occurring more than 12 months previously.

In the exceptional circumstance that the original complaint involves the National Director the complaint will be directed to the Chair of Trustees whose decision will be final and exhausts Missio’s complaints procedure.

Recording

We will record details of any complaint received by Missio, including the nature of the complaint and outcome. Complaint information will be reported to the Board of Trustees periodically for quality monitoring purposes. We aim to learn from complaints to prevent reoccurrence.

Date modified: 05/03/19

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