Feedback and complaints

We aim to provide a high quality and professional service to our service users, supporters, members of the public and anyone that is in contact with us and we welcome feedback that will help us to learn and improve our services. So, we encourage you to let us know how you feel about your interactions with us.

If you would like to give us feedback, positive or negative, about any aspect of our support, fundraising or work generally, please contact us at [email protected] to make your suggestions or comments. You can also use the contact form on our website.

However, you may want to make a stronger expression of dissatisfaction with the way Prisoners Abroad carries out its work and set out below is the procedure we will use to handle your complaint in a systematic and fair way. 

You can raise a complaint in any way that is most easy for you. This could be: 

Principles

  • We respect people’s right to complain and value feedback.
  • We undertake to respond professionally and in a timely manner.
  • All complaints will be investigated fairly and thoroughly.
  • We will communicate the findings openly and without undue delay.

Process

Initial Stage: informally

We hope that most complaints can be dealt with by having a conversation with the person involved or the person responsible for a certain part of the service. So, we would encourage you to make contact to have this conversation where we hope things can be talked through and a resolution can be reached.

Second stage: formally to the CEO

Formal complaints should be made by email or in writing to the CEO Christopher Stacey. You can email [email protected] or write to our office address. Please mark it Private and Confidential, including the title complaint, and provide:

  • Details of the complaint and who you raised it with informally, how it was dealt with including why you are unhappy with your response;
  • How you think the matter should be resolved. 

We will respond to your communication within 5 working days, but it may take longer to respond fully (depending on the nature of the complaint). If it will take any longer, we will let you know. 

Third Stage: formally to the Trustee Board

If you are not satisfied with the response to your complaint, or your complaint is concerning the CEO you can request a review by the Chair of Trustees, marking your letter Private and Confidential and titled complaint. Please provide:

  • Details of the complaint and who you raised it with formally, how it was dealt with including why you are unhappy with your response;
  • How you think the matter should be resolved.

We will respond to your communication within 5 working days, but it may take longer to respond fully (depending on the nature of the complaint). If it will take any longer, we will let you know. 

If you are still dissatisfied or concerned about the response to your complaint you can contact the Charity Commission:

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