Give us your feedback

Here you can find out how to send us your comments, positive or negative, and the procedures for our response.

These include:

• Want to share a positive experience?
• Our pledge to supporters
• What to do if you have a complaint
  
  

Want to share a positive experience?

You may want to give positive comments on the service you have received. These are important to us, as they let us know what we are doing right. To tell us about your positive experience, please email or write to us (Customer Care, Scale Space White City, 58 Wood Lane, London W12 7RZ).

Our pledge to supporters

We always aim to provide the highest level of customer service to all our supporters and the people we support. We do accept that on occasion, we may not always get things right. If you are not satisfied with the level of service you have received, we have a complaints procedure and welcome the opportunity to respond.  

When handling a complaint, the British Asian Trust will:

• treat all complaints seriously
• resolve complaints promptly and deal with them effectively
• learn from complaints and take action to improve our service
  
  

What is a complaint?

A complaint is an expression of dissatisfaction by a supporter or member of the general public, about a particular solicitation, transaction, or action carried out by the British Asian Trust. General enquiries or comments regarding the British Asian Trust are not defined as complaints.

If the issue is a potential safeguarding[1] concern, please email safeguarding@britishasiantrust.org  rather than use our standard complaint process.  This is so we can provide the appropriate response and support according to our Safeguarding Policy and Procedure, take steps to prevent any further potential risk of harm, and ensure the confidentiality of the issue raised.

[1]Safeguarding means protecting people, including children and vulnerable adults, from harm that arises from them coming into contact with our staff or programmes. Safeguarding means taking all reasonable steps to prevent harm, particularly sexual exploitation, abuse, and harassment from occurring; to protect people, especially vulnerable adults, and children, from that harm; and to respond appropriately when harm does occur.

What to do if you have a complaint

The best way to make a complaint is to send an email to Complaints@britishasiantrust.org   with the following information:

• Your Name (First Name & Last Name)
• Your mobile phone number
• Details of your complaint. Please provide as much information as possible, including when the incident happened, who you were interacting with, what the complaint is, and what you would like to be done.

The British Asian Trust will aim to deal with all complaints within five working days of receipt. If the complaint is complex or cannot be dealt within this timescale, then it will be acknowledged, and the complainant will be advised of progress at regular intervals.

If you are not happy with the initial response you received, you should contact us again and address your comments to our Complaints Coordinator, James Redding (Info@britishasiantrust.org ).

If your complaint refers to fundraising, and you remain unhappy with the Trusts’ response, you may contact the Fundraising Regulator (UK) of which the British Asian Trust is a member. They will investigate your complaint and/or the way it has been handled.  You can find details of the Fundraising Regulators complaints process HERE (https://www.fundraisingregulator.org.uk/complaints/make-complaint )

Our Internal Process

In addition to investigating and responding to complaints as they are raised, British Asian Trust runs annual reviews of all complaints logged to understand if there are any trends or themes occurring.   If there are, then we will use this data to improve our process and working methods.