Complaints Policy

This policy outlines the complaints procedure for Sight Loss Ministries. It covers all complaints made to the organisation, including fundraising complaints. Volunteers should be familiar with this policy and able to explain to service users or supporters how to make a complaint.

1. What is a complaint?

A complaint is an expression of dissatisfaction with the organisation.

It could relate to something we have done or failed to do, including dissatisfaction with:

• Any service or information we provide

• The behaviour of workers

• Our fundraising methods

• Services that we are unable to provide

As a small charity with limited resources, we must use them effectively. On rare occasions, we may acknowledge a complaint but not provide a detailed response. Examples include:

• The complaint does not directly involve Sight Loss Ministries

• The complaint is unreasonably pursued after a final decision has already been reached

• The complaint is incoherent, abusive, or offensive

2. How to complain

If you feel something has gone wrong or you are unhappy with any aspect of the organisation’s work, you should first raise the issue informally with the person or service concerned.

If you remain dissatisfied, you may make a formal complaint.

3. Formal complaints procedure

The Services Coordinator is responsible for ensuring that complaints are recorded and handled appropriately.

The following information should be collected:

• What went wrong

• When and where it happened

• Whether the complaint relates to Sight Loss Ministries

• Who was involved

• Name, address, telephone, and/or email of the complainant

• What the complainant would like to see happen to resolve the issue

Complaints can be submitted via:

Telephone: ‭07516 636741‬

Email: info@sightlossministries.org

Post:

Sight Loss Ministries

7 Holstein Lodge

Lisburn

BT28 2QB

4. Handling complaints

First stage

• Telephone complaints: If possible, we aim to resolve during the call. If not, we will advise how long it may take to resolve. We aim to respond and resolve complaints within one calendar month.

• Email, post, or voicemail complaints: Acknowledgement will usually be sent within 5 working days. Complex complaints may take longer; in such cases, we will provide an estimated timeframe.

Please note that as a small charity with a limited number of workers, responses may take longer during holiday periods or busy times.

Second stage

If a complaint is not resolved at the first stage, it may be escalated to the trustees upon request, or at the discretion of the Services Coordinator.

The trustees will investigate and aim to find a resolution within one calendar month.

Third stage

If the complaint is still unresolved following the trustee investigation, the complainant may contact the relevant regulator, such as:

• The Fundraising Regulator (for fundraising complaints)

• The Charity Commission

Guidance for who to contact can be found here: https://www.gov.uk/complain-about-charity

5. Our pledge

• All complaints are treated as an opportunity to improve our services.

• We aim to acknowledge mistakes, apologise sincerely, and prevent them from recurring.

• Records of complaints will be retained in line with our Privacy Policy, securely and proportionately.

• We may be unable to respond if insufficient contact information is provided.

6. Date of last review 22nd January 2026