We take complaints very seriously. If you have a complaint about Mattering Press we want to hear about it and we will do our best to put it right.
Our Complaints Procedure has the following goals:
• To deal with complaints fairly, efficiently and effectively;
• To ensure that all complaints are handled in a consistent manner throughout;
• To use complaints constructively in the planning and improvement of our work.
What is a complaint?
It may be a criticism that expects a reply and requires action or changes to be made. It can also be an expression of dissatisfaction with any aspect of charity, which is under the control of the Charity, its trustees, employees or volunteers.
How to complain
The Charity would like to sort out any complaint as soon as possible.
Many complaints can be resolved informally. In the first instance contact the Charity and, if you feel able, speak to or email the Trustee responsible for the aspect of the Charity’s work relevant to your complaint, who will try to sort out the matter. You can obtain their email address by asking for it at info@matteringpress.org.If you make contact in person or by phone, make a note of the name of the person you speak to.
If a solution is offered at this point, make a note of this. If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.
Write down your complaint and send it to Mattering Press, 8 Limley Grove, Manchester M21 8UB or email it to all the Trustees at info@matteringpress.org
What will we do on receiving your complaint?
• 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.
• At all times, we will treat you with understanding and respect.
Confidential information in relation to your complaint will be handled sensitively.
We are unable to respond to anonymous complaints or matters for which the Charity is not
directly responsible.
How long will it take to respond?
We endeavour to respond full and conclusively to all complaints within 10 working days. You will receive acknowledgement of your complaint within 5 working days of receipt. You will be contacted to make sure that we have understood your complaint properly. You may be interviewed by the person investigating the complaint. Whenever possible we will deal with it more quickly, if we think it will take longer we will let you know.
If an in-depth investigation is required we aim to provide a response within 20 working days
Can you take your complaint elsewhere?
If you do not feel satisfied you can contact the Charity Commission at the address below.
Charity Commission
PO Box 211
Bootle
L20 7YX
Approved by the Mattering Press Trustees, 5th February 2025