Procedure for Dealing with Complaints
At Kol Chai we aim to treat all our members, supporters or users of our services with care and respect at all times. Many complaints can be resolved informally. In the first instance please contact either our rabbi on 07947 414514 or call the office on 020 8421 5482 and speak to our administrator and they will try to resolve the matter.
If you are not satisfied with the initial response to the complaint or should you wish to submit a formal complaint, we will do our best to resolve the issues as quickly as possible. Please put your complaint in writing in the first instance to one of our Co-chairs, either firstname.lastname@example.org or email@example.com. If the complaint is about one of the Co-Chairs, then you should write to the Chair of Reform Judaism: firstname.lastname@example.org.
All complaints will be taken seriously and fully investigated. So that we may conduct a fair, thorough and transparent investigation, complaints should be submitted at the earliest opportunity after the incident. Where appropriate we may seek guidance from our rabbi or if the complaint is in relation to our rabbi to a senior member of the Assembly of Rabbis.
Where is it not possible to resolve issues we may seek mediation by an independent third party, who is suitably qualified to help.
We will aim to ensure that:
• making a complaint is as easy as possible;
• we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response;
• we deal with it promptly, politely and, when appropriate, confidentially;
• we respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc;
• we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.
The synagogue’s aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently, timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.
The Synagogue expects all members who have a complaint to comply with this procedure. To ensure fairness Kol Chai reserves the right to ignore any complaint which does not comply with this procedure.
If we receive a complaint about a person, we will make up a file containing the details of the complaint. This will normally contain the identity of the complainant and any other individuals involved in the complaint.
We will only use the personal information we collect to process the complaint and to check on the level of service we provide. We will usually have to disclose the complainant’s identity to whoever the complaint is about. This is inevitable where, for example, the accuracy of a person’s record is in dispute. If a complainant doesn’t want information identifying him or her to be disclosed, we will try to respect that. However, it may not be possible to handle a complaint on an anonymous basis.
We will keep personal information contained in complaint files in line with our retention policy. This means that information relating to a complaint will be retained for two years from closure. It will be retained in a secure environment and access to it will be restricted according to the ‘need to know’ principle.