General Complaints Policy

Liberate is committed to following the best practice in charity governance and we take all complaints and concerns seriously.

We welcome feedback and promise to deal with all complaints in a timely manner. We regard complaints as an opportunity to turn a negative experience for those affected into a positive one, as well as an opportunity to learn and to improve.

Please note that the following policy applies to the governance and activities Liberate undertakes to fulfil its mission. If your complaint relates to fundraising activities please refer to our Fundraising Complaints Policy.

How to complain

Stage 1 – Tell us

In making a complaint we believe most people want:

  • to be listened to;
  • to have the problem accepted as important;
  • to be offered a solution or explanation;
  • to have their distress acknowledged and to be assured the same thing will not happen again.

It is therefore essential that people raising a complaint are involved in discussing their concerns and in finding solutions.

You can send your complaint to us in the following ways:


Write to us at:
P O Box 567


Stage 2 – We will respond to your complaint

Your complaint will be fully investigated by a member of our senior management team.

We will always try to resolve your complaint as quickly as possible and you can expect us to respond within the following times:

  • All complaints will be acknowledged within 5 working days of receipt of the complaint. Some may be resolved within this time, too;
  • If the complaint is more complex, you will receive a further full response within 10 working days of receipt of the complaint.

The purpose of our complaints handling procedure is to ensure that we:

  • listen and are responsive to people who raise an issue with us;
  • respond swiftly and at a level close to the point of service delivery;
  • are fair and consistent;
  • offer solutions and/or explanations;
  • offer complainants recourse to someone more senior/more independent if they wish;
  • ensure that staff who are mentioned in complaints receive support;
  • respect confidentiality;
  • record complaints consistently, and monitor what we record;
  • use complaints positively as an opportunity for learning and improvement.
Stage 3 – If you are unhappy with our response

If you are not happy with our response following Stage 1 and 2, please let us know within 10 days of receiving our response and we will then escalate your complaint to our CEO.

Our CEO will lead an investigation and contact you with a response within 10 working days of receipt of your correspondence letting us know that you were unhappy with our initial response.

Stage 4 – Charity Commissioner

If you are still not happy with our response to your complaint you can contact the Charity Commissioner. Liberate’s registered charity number is 98.

The Charity Commissioner is independent of the States of Jersey and maintains a register of Jersey charities including community groups, religious charities, schools, grant-giving charities and major care providers. The Commissioner ultimately supports public confidence in charities and their work.