COMPLAINTS POLICY

The Jack Petchey Foundation takes complaints of The Jack Petchey Glee Club Challenge seriously. We view feedback as an opportunity to learn and improve for the future, as well as a chance to investigate our procedures and where these are found to be lacking – to put things right for the person or organisation that has made the complaint.

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Complaints made to the Jack Petchey Foundation regarding the Glee Club Challenge can be received by phone, by email or in writing. All information will be handled sensitively, involving only those who need to know and following any relevant data protection requirements.

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Written complaints may be sent by e-mail to: lellaway@jackpetchey.org.uk or in writing to The Jack Petchey Foundation, Dockmaster’s House, 1 Hertsmere Rd, London, E14 8JJ. Verbal complaints may be made by phone to Lee Ellaway, Programme Director on 07540 994957.

 

You will receive an acknowledgment of your complaint within five working days of receipt of the complaint. Jack Petchey Foundation will then investigate and endeavour to respond fully to all complaints within ten working days from the date of the acknowledgement. However, in more complex situations where an immediate response is not possible, we will investigate the matter and get back to you within ten days of acknowledgement of the complaint to advise what action is being taken to resolve the matter as quickly as we can.