Complaints Policy
Our Commitment
At The Bread and Butter Thing, we are committed to delivering our work with care, fairness and respect. We aim to provide a positive experience for our members, partners, supporters, volunteers and the wider community. We recognise that sometimes things may go wrong, and when they do, we welcome feedback and complaints as an opportunity to learn, improve and strengthen the way we work.
What Is a Complaint?
A complaint is any expression of dissatisfaction about our services, staff, volunteers, communications or activities, where an individual or organisation feels that expectations have not been met.
How to Make a Complaint
If you would like to make a complaint, please contact us with as much detail as possible so we can investigate fully and fairly.
You can contact us by:
Email: complaints@breadandbutterthing.org
Post: The Bread and Butter Thing, Units H 1-2, Lyntown Trading Estate, Lynwell Rd, Eccles, Manchester M30 9QG
Please include:
Your name and contact details
A clear description of your complaint
Any relevant dates, locations or supporting information
What Happens Next?
We take all complaints seriously and aim to deal with them promptly, sensitively and transparently.
We will acknowledge your complaint within 5 working days.
We aim to provide a full response within 20 working days.
If we need more time to investigate, we will keep you updated on progress and expected timescales.
Where appropriate, we may contact you for further information to help us resolve the matter effectively.
If You Are Not Satisfied
If you are unhappy with our response, you can request that your complaint is reviewed by a senior member of the team or escalated to the Board of Trustees where appropriate.
Learning and Improvement
We monitor complaints to help us improve our services, processes and member experience. Feedback is reviewed regularly by senior management and reported to the Board of Trustees to ensure accountability and continuous improvement.