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Policy Statements

Information on Slough Foodbank’s Privacy Statement and Safeguarding Vulnerable Adults, Children and Young People Policy Statement.

 

Slough Foodbank Privacy Statement

Slough Foodbank takes data security very seriously. Slough Foodbank holds the names, postal addresses and email addresses of known supporters. This supporter data is only used to send newsletters or similar communications. Under data protection regulations these communications are sent to you because we have a “legitimate interest” in keeping supporters informed.

The data is held securely in a password protected list on password protected devices, used only by the foodbank manager and admin volunteer. Supporter data is not accessible to any other people and is not used for an purpose other than sending newsletters and other similar updates. Data is never shared with any other organisation. Supporters can unsubscribe from the list at any time they wish. Slough Foodbank keeps a record of supporters who have unsubscribed, to make certain that they are not accidentally included in later communications.

 

Safeguarding Vulnerable Adults, Children and Young People Policy Statement

As a foodbank, we want to restore dignity and revive hope to people from all walks of life. We are concerned with individuals and their circumstances and actively encourage an inclusive environment in our work places.

We seek to ensure that all our team members are aware of what is required from them in order to comply with our children and adults with care and support needs protection policy and make sure that it is practised at all times.

It is the responsibility of each one of us to play our part in preventing the physical, sexual, spiritual, financial or emotional abuse and neglect of children and adults with care and support needs.

We commit ourselves to co-operate fully with the appropriate statutory services when they are conducting any official investigation into the abuse and neglect of children, young people and adults with care and support needs.

This statement is to be brought to the attention of all staff and volunteers when they join Slough Foodbank as part of their induction programme. Any amendments will be brought to the attention of all team members. This statement will be displayed at all locations in which the Foodbank operates and staff and volunteers will be asked to sign to say they have read it.

 

If you’d like to see the full statement please contact our office at [email protected]

 

Complaints Procedure

Slough foodbank is 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 clients, referral agencies, volunteers and anyone else we come into contact with in our work. These help us to see what we are doing well and where we can make improvements.

We aim to promote an environment where people are encouraged to raise and discuss issues informally and, where necessary, seek solutions to prevent them developing into problems or complaints.

However, we recognise that there may be situations where people are not happy with the outcome of an informal discussion or feel that the issue needs to be taken further.  In these cases, Slough foodbank has a complaints procedure so that we can work towards a resolution in a fair and transparent manner.

 

Our promise and commitment

We recognise that there may be times when our services and activities do not meet your expectations.  If this happens, it is important that we know about it as soon as possible so that we can deal with the situation effectively to try to prevent it from happening again and to learn from our mistakes.  We promise to take all feedback and complaints seriously and to deal with them in a timely manner.

 

How to register a complaint or give feedback

If you have a complaint, or 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 foodbank
  • By phone: 01753-550303
  • By email: manager [email protected]
  • Write to the following address:

Slough Foodbank

411 Montrose Avenue

Slough

SL1 4TJ

Please tell us what your complaint or feedback is about and what you would like to see happen as a result.  Please also tell us how we may contact you.

 

What will happen after I complain?

We will acknowledge your complaint within five working days of receipt and we will tell you who will be dealing with the matter and when you can expect a full response.

Wherever possible, Slough 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.

If you are not happy with the response you receive, you can escalate your concerns to the Trustees, who will also investigate the matter and advise you on the next steps to resolving your complaint.

 

 

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