Give us feedback

We are committed to delivering a high standard of service to anyone who engages with our work. 

We believe that the best way to improve our service is by learning from the people who use it. We welcome comments, compliments and complaints from the people who use our foodbank, referral agencies, volunteers and anyone else we come into contact within our work. These help us to see what we are doing well and where we can make improvements.

How to register a complaint or give feedback

If you would like to share a concern, compliment or comment on any aspect of our service, you can contact us in one of the following ways:

• In person to staff/volunteers at the food bank
• By email: info@chiltern.foodbank.org.uk
• Write to the following address: Chiltern Foodbank, 71 Broadway, Chesham, Buckinghamshire, HP5 1BX.

What will happen after I complain?

1. We will acknowledge your complaint within five working days of receipt and provide you with the name of the person responsible for investigating the matter on your behalf.
2. The person responsible for the investigation will write to you with their findings and proposed resolution within twenty eight days from receipt of the complaint*.
3. If you are dissatisfied with the outcome of the investigation you may appeal or escalate your concerns to our Foodbank Coordinator, or Chair of trustees, letters must be received within twenty one working days of the date on the correspondence notifying you of the outcome of the first investigation.
4. The complaint will be reinvestigated and you will be informed of the outcome within 10 working days*.

* unless the complaint is particularly complex or time-consuming, in which case you will be kept informed of the progress of the investigation and notified of the expected date of completion.

Wherever possible, Chiltern Foodbank will respect your confidentiality and keep your complaint confidential as far as possible. Any information about the complaint will usually only be shared with those who need to know in order to help resolve it.  

There may, however, be occasions when we cannot provide absolute confidentiality, for example in circumstances where a child or vulnerable adult may be at risk of harm.