Complaints Procedure

1. Purpose

Bible Society Northern Ireland is committed to providing the highest standard of service in all our interactions. We value feedback from supporters, partners, and the general public as an opportunity to learn, improve, and uphold our values of integrity, respect, and transparency.

This policy outlines how you can raise a complaint with us and how we will respond in a fair, timely, and consistent way.

 

2. Scope

This policy applies to complaints relating to:

  • Fundraising activities

  • Communications and publications

  • Events and supporter services

  • Use of donations or handling of personal data

  • Conduct of staff, volunteers, or representatives

This policy does not apply to matters governed by separate safeguarding procedures or internal employment grievances.

 

3. Our Commitment

We will:

  • Treat all complaints seriously and with respect

  • Respond promptly, usually within 10 working days

  • Investigate fairly, thoroughly, and confidentially

  • Keep you informed of progress and outcome

  • Use your feedback to improve our services and processes

 

4. How to Make a Complaint

You can make a complaint in the following ways:

Email: info@biblesocietyni.co.uk
Phone: 028 9032 6577
Post: Bible Society Northern Ireland, 27 Howard Street, Belfast, BT1 6NB

Please provide your name, contact details, a description of your complaint, and any relevant documentation.

 

5. Complaint Handling Procedure

Stage 1 – Informal Resolution

We aim to resolve most concerns quickly and informally at the point of contact. If possible, please speak to the relevant team member or department.

Stage 2 – Formal Complaint

If you are unsatisfied with the informal response or wish to escalate the issue:

  • A senior staff member will investigate your complaint

  • You will receive a written response within 10 working days

  • If more time is needed, we will inform you of the revised timeline

Stage 3 – Further Review

If you are not satisfied with the outcome:

  • You may request a final internal review by our CEO or Chair of the Board

  • A full response will be provided within 20 working days

 

6. External Complaints

If you are still dissatisfied after exhausting our internal process, you may contact:

Fundraising Regulator
www.fundraisingregulator.org.uk/complaints
Tel: 0300 999 3407
Email: enquiries@fundraisingregulator.org.uk

Or, if your complaint relates to a potential breach of data protection law, you can contact:
Information Commissioner’s Office (ICO) – www.ico.org.uk

 

7. Recording and Monitoring

All formal complaints will be recorded in a central log, including details of actions taken and outcomes. Complaint trends will be reviewed annually to inform improvements and staff training.

 

8. Confidentiality and Data Protection

Your complaint will be handled in line with our Data Protection Policy. Personal information will only be shared where necessary to investigate and resolve your complaint.

 

9. Policy Review

This policy will be reviewed at least every two years or in line with changes to legislation or regulatory guidance.

 

Thank you for helping us improve. We value your support and are committed to doing everything we can to resolve your concerns fairly and promptly.