What to do if you have a complaint

We view complaints positively as they are one of the ways we have to make sure we keep improving our customer service standards and the quality of everything that we do.

In particular, as a community centre working with children and families, we take safeguarding extremely seriously. If you have any concerns about the behaviour of one of our staff, volunteers or guests in any situation, it is vital that you tell us about it immediately so that appropriate action can be taken.

If there is anything to do with The Berin Centre which you feel you need to complain about, please tell us as soon as possible. If we do not know about a problem, we cannot begin to resolve it for you and take action to ensure it doesn’t happen again.

All formal complaints are directed to the Board of Trustees to ensure they receive a high priority.


How to contact us

Often the easiest way for you to register a complaint, and for us to resolve it, is by phone. Simply call 01865 341944.
You can also write to us at:
Chair of Trustees
The Berin Centre
Wimblestraw Road
OX10 7LZ


What we will do on receiving your complaint

  • We’ll listen, record your complaint and advise you how it will be handled.
  • We’ll investigate whenever necessary. If the complaint involves a member of staff or volunteer, we will not divulge the name of the complainant during an investigation unless we are specifically given permission to do so.
  • We’ll take action to resolve the problem and tell you what that action is.
  • We’ll take steps to avoid a repeat occurrence.

At all times we will treat you with understanding and respect. All we ask is that you do the same for our staff.

Confidential information in relation to your complaint will be handled sensitively.

We are not able to respond to anonymous complaints. We do not deal with matters for which the Charity is not directly responsible unless it involves a safeguarding issue.


Complaint response times

We would appreciate your understanding that, with limited resources, we cannot always respond to your complaint immediately, although we will whenever we can.

You will receive an initial acknowledgement and/or response within ten working days of receipt of your complaint and we expect to resolve most problems in that time.

Where a more in-depth investigation is required we aim to provide a full response within 20 working days. If there are exceptional circumstances, where that is not possible, we will advise you.


What constitutes a legitimate complaint?

We regard a legitimate complaint as any expression of dissatisfaction with any aspect of The Berin Centre which is under the control of the Charity, its staff or volunteers.


What if our response does not satisfy you?

Ultimately, you have recourse to the online complaint form at the Charity Commission www.charitycommission.gov.uk

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