Quaker Social Action is committed to delivering practical and high-quality services.
We set clear codes of conduct and standards of service and seek feedback to ensure that we are continually learning and improving. When people are unhappy with our service or organisation, we want to know this and try to and resolve problems.
Your complaint may be about another person or organisation you’ve encountered through QSA. Within QSA, we often work alongside other organisations. We hire spaces in other venues, we hire contractors to make and mend things, we deliver things with other organisations. Our hope and expectations are that they too would always hold themselves to high professional standards but if not, we would encourage you to make a complaint directly to them, and/or to let us know so that we can pass it on and review our working relationship with them in the light of it.
Your complaint may be about a member of staff or volunteer, or about our practices, such as fundraising. If so, please follow the steps below.
Option 1: informal complaint
Generally, most complaints are resolved informally by speaking directly to a member of staff or their manager.
If you do not feel comfortable speaking to the staff or manager, or you are not satisfied with outcome, you can use our formal complaints procedure.
Option 2: formal complaint
You can contact our director to make a formal complaint. This can be done:
- By phone – 020 8983 5033
- By email – firstname.lastname@example.org with the subject line “Complaint”
- By post – QSA director, 17 Old Ford Road, Bethnal Green, London, E2 9PJ
The quickest method is by email and complaints will be acknowledged within three working days of receipt.
The director will ask you what you want to happen as a result of your complaint and will investigate, which will mean speaking to the other people named within your complaint. They will let you know how long this will take. A formal response is made once investigations are completed.
If you are not happy with the outcome of the investigation, or if your complaint concerns the director, please refer to option three below. Or, if your complaint is about our fundraising practice, and we have been unable to resolve it, you may escalate it to the Fundraising Regulator. Please note on this point that, if we receive any notifications from the Fundraising Preference Service (from people wishing us to stop contacting them) we will abide by them.
Option 3: complaint to the chair of trustees
You can contact the chair of trustees by email with the subject “Complaint to QSA chair of trustees” or in writing to the same address as above but addressed to the QSA chair of trustees. They will acknowledge your complaint within five working days of receipt. They will investigate the complaint and may arrange to meet or call you to discuss the situation. A written response to your complaint will be provided which is the final stage of the complaints procedure.