Compliments &Complaints
Your feedback helps us improve. We welcome both compliments and complaints openly and honestly.
We Welcome Your Feedback
At Basildon Parents4Parents (BP4P), we are committed to providing the best possible support to families in our community. We value all feedback — whether it's a kind word about something we've done well or a concern about something we could do better.
Your feedback helps us to learn, improve, and grow as a charity. We take every piece of feedback seriously and use it to shape our services and strengthen our relationships with the families we support.
Sharing a Compliment
If a volunteer, project, or service has made a positive difference to you or your family, we'd love to hear about it. Compliments are shared with the team and help us understand what's working well.
You can share a compliment in any of the following ways:
- Email — send your feedback to basildonp4p@outlook.com
- Phone — call us on 07923 426502
- In person— speak to any member of the team at one of our projects or events
Making a Complaint
We understand that sometimes things don't go as expected. If you are unhappy with any aspect of our service, we want to know so we can put things right. Our complaints process has two stages:
Stage 1: Informal Resolution
In the first instance, we encourage you to raise your concern directly with the project lead or volunteer involved. Many issues can be resolved quickly through an informal conversation. We will do our best to address your concern on the spot or within a few days.
Stage 2: Formal Complaint
If you are not satisfied with the outcome of the informal process, or if you prefer to make a formal complaint from the outset, you can write to our Chair:
Amanda Farley — Chair, BP4P
Email: basildonp4p@outlook.com
Phone: 07923 426502
Please mark written correspondence as “Formal Complaint” so it can be directed appropriately.
What Happens Next
When we receive a formal complaint, we follow a clear process to ensure your concern is handled fairly and thoroughly:
- Acknowledgement— we will acknowledge your complaint within 5 working days of receiving it
- Investigation— we will investigate your complaint thoroughly and fairly, speaking with all relevant parties
- Response— we aim to provide a full written response within 20 working days. If the investigation takes longer, we will keep you informed of progress
- Outcome— our response will explain what we found, any actions we will take, and what you can do if you remain dissatisfied
If You're Not Satisfied
If you have been through our formal complaints process and feel that your concern has not been adequately addressed, you have the right to escalate your complaint to the Charity Commission.
The Charity Commission is the independent regulator of charities in England and Wales. You can contact them:
- Online — www.gov.uk/complain-about-charity
- Phone— 0300 066 9197
Our registered charity number is 1176284.
Get in Touch
Whether you have a compliment, a suggestion, or a concern — we're here to listen. Your feedback makes us a better charity.