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Feedback and Complaints

The University and Colleges Christian Fellowship (UCCF) views external feedback, compliments and complaints as an opportunity to learn and improve for the future, as well as an opportunity to put things right for those making a complaint.

Safeguarding concerns should be raised via our safeguarding policy.

Whistleblowing concerns should be raised using our independent reporting service, Safecall.

Issues will be investigated and action taken in line with UCCF's Whistleblowing Policy.

Our principles:

  • UCCF believes that feedback, compliments and complaints are an important part of growing as an organisation.
  • UCCF will provide a fair complaints procedure to complainants and staff, which is clear and easy to use for anyone wishing to make a complaint.
  • UCCF makes known the existence of our complaints procedure so that people know how to contact us to make a complaint.
  • UCCF will make sure all compliments are appropriately passed on to provide encouragement.
  • UCCF will investigate complaints fairly and in a timely way, and seek resolution wherever possible.
  • UCCF will seek to use complaints constructively in the planning and improvement of our ministry.

Raising concerns

To make a complaint, you need to let us know:

  • As much information as possible – what the problem is and how it happened including relevant times, dates, events, and people involved.
  • How it has affected you.
  • What you consider should be done.

You can contact us in whichever way is more convenient for you:

  • By phone: Please call: 01865 253678 Monday to Friday from 9am to 5pm. Outside of these hours you can leave us a message and a contact number, and we will return your call.
  • By email: complaints@uccf.org.uk
  • By post: FAO Complaints, UCCF: The Christian Unions, Blue Boar House, 5 Blue Boar Street, Oxford, OX1 4EE

UCCF will not normally investigate anonymous complaints.

Responses

When responding to complaints, confidential information in relation to your complaint will be handled sensitively.

  • We will listen and record your complaint and advise you how it will be handled.
  • We will investigate.
  • We will take action to resolve the problem and tell you what the action is.
  • We will take steps to avoid a repeat occurrence.

We aim to resolve and respond to concerns as soon as possible. All complaints are handled in line with our data protection policy, and a record is kept for two years from the date of the complaint.

We welcome all feedback, good and bad, as it enables us to improve.