Complaints Procedure The Order of St John would like ensure it meets the highest of standards in all it does. However we recognise that sometimes we get it wrong despite our best intent. Our complaints procedure is designed so we can put things right for the complainant but equally as important so we learn lessons and improve our processes for the future. We therefore greatly value any feedback that will help us to do this. Compliments and Comments: If you are happy with the service or have any comments we would love to hear from you. There are couple of ways you can do this: either speak to one of the staff members/ volunteers, email or write to us. Complaints: We also want to know if there is anything we do that you are unhappy with. We take all feedback seriously and we will take action when appropriate to do so. All complaints will be dealt with in a timely and professional manner. How to make a complaint: The first thing to do if you are unhappy about any aspect of how you have been treated is to bring this to the attention of one of the staff members. They will try to resolve your concerns immediately. If you are unhappy at the way you have been treated by one of the staff members/volunteers please contact The Secretary General (details below). What you can do to help us deal effectively and quickly with your complaint: Contact us as soon as possible giving clear details so we can endeavour to resolve the issue. Specify clearly what you wish to make the complaint about. Including the following details will help us to effectively and quickly investigate your complaint: The specific issue which the complaint applies. Your name and contact details: this is essential as we will not investigate anonymous complaints. Outline the nature of your complaint as precisely as possible, this will help us to investigate further and hopefully to resolve the issue. Please let us know if you have already reported the complaint to any other part of St John (ie Priory etc) and if any action was taken previously. What we promise to do to help resolve your complaint: Your complaint will be dealt with in a professional and confidential manner. Your complaint will be assigned quickly to the most appropriate person to deal with the complaint, who will investigate the matter fully and communicate regularly with you until the issue has been resolved. However, we only have a very small staff and some complaints may take a few days longer than the periods detailed below, over holiday periods. How and when we will respond: We will acknowledge any e-mailed complaints within 10 working days of receipt. Postal correspondence will receive an answer or acknowledgement within 10 working days. You will receive a full response to your written complaint within 10 working days. We will try to resolve all complaints within 30 days. All complaints made and the actions taken will be reported to our Board of Trustees at their next meeting. If you feel that your complaint has not been dealt with adequately you are requested to write to the Lord Prior (details below). If your complaint is about how we have conducted our fundraising, and you are not satisfied with our response, then you can pass your complaint on to the Fundraising Regulator (details below). Details of how the Fundraising Regulator will investigate your complaint can be found on their website. The Order agrees to abide by decisions made by the Fundraising Regulator. Contact details: E-mail: [email protected] Website: www.stjohninternational.org Telephone: 020 72 51 32 92 Secretary General The Secretary General The Order of St John St John House 3 Charterhouse Mews London EC1M 6BB[email protected] The Lord Prior The Lord Prior The Order of St John St John House 3 Charterhouse Mews London EC1M 6BB Fundraising Regulator 2nd Floor, CAN Mezzanine building49-51 East Road London N1 6AH Telephone: 03 00 9 99 34 07 [email protected]