1. Purpose of This Policy
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‍Bag2School is committed to delivering high-quality services and maintaining the trust of donors, partners, beneficiaries, and the public.
We recognise that sometimes we may fall short of expectations.
This policy explains how individuals can raise concerns or complaints, and how we will respond.

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2. What Counts as a Complaint?
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‍A complaint is any expression of dissatisfaction about:
• our collections, or logistical services
• communication, conduct, or behaviour of staff, contractors, or volunteers
• fundraising materials or activities
• how personal data has been handled
• any part of the Bag2School service the complainant believes was inadequate, unfair, or inconsistent with our values


3. Our Commitment When Handling Complaints
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‍When a complaint is received, we will:
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‍Acknowledge the complaint within 5 working days
‍Investigate the matter fairly, thoroughly, and without bias
‍Respond with findings and any actions taken within 20 working days
‍Keep you informed if more time is required
‍Record all complaints to help us improve our service


4. How Complaints Are Investigated
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‍Complaints are handled by the relevant manager or team leader.
Serious concerns, such as safeguarding, misconduct, or regulatory issues, will be escalated to senior management immediately.

The investigation may include:

• speaking with the complainant
• reviewing internal records
• contacting staff, contractors, or third parties involved
• assessing whether policies were followed
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5. If You Are Not Satisfied (Escalation)

‍If you are unhappy with the outcome of your complaint, you may request a review by a senior manager.
This review will be completed within 20 working days, with a written response provided.

If the issue concerns data protection, you may contact:
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‍Information Commissioner’s Office (ICO)
www.ico.org.uk


6. Confidentiality and Data Protection

‍Bag2School will handle all complaint information sensitively and in accordance with data protection regulations.
Information will be stored securely and used only for managing the complaint or improving our services.


7. Learning and Continuous Improvement

‍We regularly review complaint trends to identify improvements to our operations, communications, and training.
Lessons learned are shared internally to ensure future issues are minimised.


8. Policy Review

‍This policy will be reviewed annually or sooner if required by changes in law, regulation, or organisational structure.