Feedback and Complaints Policy Information

We encourage:
- Positive feedback to celebrate what’s going well
- Suggestions for how we can improve
- Complaints about actions, decisions, or behaviours that concern you. Whether it’s a compliment or a complaint, your input matters.
- Note that complaints in relation to Literature trading activities have a specific process within their Terms and Conditions. Please refer to those for Literature-related book purchase issues.

We will:
- Listen to feedback and complaints with respect and care
- Provide accessible ways for you to reach us (online, email, phone, in person)
- Respond fairly, promptly, and transparently
- Keep your information confidential and secure
- Protect the dignity and safety of all involved
- Use what we learn to improve how we work

You can share feedback or raise a concern in any of the following ways:
- Online via our feedback form available on our websites
- Email or telephone (contact details available on our websites or through local offices)
- In writing or in person at any Langham event or local office

Let us know if you need help with language, literacy, or disability access – we’ll make sure you’re heard.

1. Acknowledgement – We’ll confirm we’ve received your feedback within 5 working days.
2. Response – We’ll explain how your issue will be reviewed and when you can expect a reply.
3. Resolution – We’ll aim to resolve the issue fairly and let you know what action was taken.
4. Follow-up – If you’re unhappy with the outcome, you can ask for it to be reviewed further.
5. More serious complaints (e.g. safeguarding, fraud, misconduct) will be escalated immediately to the
appropriate responsible team and/ or individual and will follow the policy and procedures for those areas

We aim to create a culture where:
- Feedback is normal and welcome
- Everyone knows how to raise concerns
- Complaints are not dismissed or ignored
- We continually learn and improve

All our staff, volunteers, and partners are aware of how to handle feedback and complaints responsibly