Jacari: Time to Teach

Feedback

When should I use this form?

The purpose of this page is to enable volunteers, school teachers, parents or anyone with an interest in Jacari to get in touch with Jacari in a more formal way than usual. This might be to pass on an idea about how to improve Jacari, or to try and smooth out a problem or to complain about an issue. Your input will be treated in the strictest of confidence.

Either fill in the form below, which will automatically be emailed to Jacari, or download a copy of the feedback form to post back.

Your Contact Details

Your Feedback

I'm getting in touch about (please choose):

The Next Stage

We aim to reply as soon as possible. If you are getting in touch about a complaint this will be treated in accordance with our Complaints Policy (below). All comments will be passed on to the Jacari Committee and Trustees to discuss in detail. Thank you for your feedback!

Jacari Complaints Policy

At Jacari we do our best to offer you help and support. We want you to be happy with what we do. Sometimes things can go wrong and people feel unhappy with our work. It is our aim to take on board criticism and seek to improve our services. We want to know if you are unhappy with our work. There are three ways to do this:

Stage One: Feedback

Please fill out the form above and send it to Jacari. This will be received by the President, the person in charge of the day-to-day running of Jacari. He/she will read your complaint. The President will then discuss this complaint with the Jacari Committee as soon as possible. He/she will then contact you to invite you to a meeting to inform you of his/her decision as to how to progress. A complaint report will be filed (see below). The whole process will take place within one month.

You will then be asked as to whether you are happy with the outcome. If not, the President will pass your complaint on to Stage Two of the process.

Stage Two: Trustee Involvement

The President will pass your complaint to the board of Trustees, the people who serve on Jacari's governing body as a Registered Charity. The Chairperson of the Trustees will appoint a Trustee to listen to your complaint. The Trustee will meet with you within one month. He/she will then contact you to inform you of his/her decision as to how to progress.

You will then be asked as to whether you are happy with the outcome. If not, your complaint will be passed on to Stage Three.

Stage Three: Trustee Involvement

This is made up of the Chairperson of the Trustees, one other Trustee (who has not been involved with the complaints process so far) and the Senior Member (the Senior Member is a member of Oxford University academic staff and is the most senior person on the Jacari Committee). The Complaints Panel will meet you within one month. They will listen, consider your complaint and tell you what they will do. The Chairperson of the Trustees will then write to you, on behalf of Jacari, to confirm the outcome of the meeting and what has been resolved.

Jacari is committed to ensuring that those persons making complaints feel adequately supported in making their complaint. In addition, Jacari is committed to ensuring that Jacari's staff are supported during the complaints process. If you are a student at Oxford University, the Oxford University Students' Union can provide procedural support - that is, support in how to complain or, for Jacari staff, how to handle a complaint made against the staff member. Please contact 01865 (2)88 461 or welfare@ousu.org. For pastoral support students are advised to contact their JCR/MCR Welfare Officer, or Nightline (01865 (2)70 270). Pastoral support for non-students is available by contacting Samaritans (08457 90 90 90).

Jacari takes Data Protection seriously, and as such all complaints will be dealt with in the strictest of confidence. We will only pass on the relevant details to those within Jacari who need to know such details in order to deal with your complaint satisfactorily.

This document has been drafted on the basis of Charity Commission publications RS11 and CC47.