BMS World Mission Complaints policy

BMS World Mission views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

Our policy is:

  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
  • To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
  • To make sure everyone at BMS knows what to do if a complaint is received.
  • To make sure all complaints are investigated fairly and in a timely way.
  • To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
  • To gather information which helps us to improve what we do.

Confidentiality
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility
Overall responsibility for this policy and its implementation lies with the BMS Board of Trustees.

Review
This policy is reviewed by the Board of Trustees annually and updated as required.

All significant complaints are reviewed at monthly senior management meetings to ensure they have been satisfactorily handled, and any training needs or operational or procedural changes identified and acted upon. An annual report is made to the Board.

Adopted / Last reviewed: 4 December 2018

Written complaints may be sent to BMS at:

General Director
BMS World Mission
PO Box 49
129 Broadway
Didcot
Oxfordshire
OX11 8XA

By email at: complaints@bmsworldmission.org

Verbal complaints may be in the first instance to the Exec Administrator on 01235 517604 or in person to any of BMS’ staff or trustees.