Customer Service Charter
At Derby Food 4 Thought Alliance, we believe everyone deserves to be treated with dignity, compassion and respect.
Our Promise to You
At Derby Food 4 Thought Alliance, we believe everyone deserves to be treated with dignity, compassion and respect.
Whether you are receiving support, making a referral, volunteering, donating, partnering with us or simply getting in touch, we are committed to providing a welcoming, responsive and supportive experience.
We Will
Treat You with Respect
We will listen without judgement, value your experiences and treat you fairly and with kindness.
Be Compassionate
We understand that people may be facing difficult circumstances. We will approach every interaction with empathy, patience and understanding.
Communicate Clearly
We will provide information that is accurate, accessible and easy to understand. If we make a mistake, we will be honest about it and work to put things right.
Respond Promptly
We will aim to respond to enquiries and concerns within reasonable timescales and keep you informed if there are delays.
Protect Your Privacy
We will handle your personal information responsibly and in line with our Data, Privacy & IT Use Policy.
Work in Partnership
We will work alongside individuals, communities and partner organisations to find practical solutions and achieve the best possible outcomes.
Learn and Improve
We welcome feedback, compliments, suggestions and complaints. Your views help us improve our services and better meet the needs of our community.
What We Ask From You
To help us provide a positive experience for everyone, we ask that people engaging with DF4TA:
- Treat staff, volunteers and other service users with respect.
- Provide accurate information where needed.
- Work with us in a constructive and honest way.
- Raise concerns promptly so that we have the opportunity to address them.
We do not tolerate abusive, threatening, discriminatory or aggressive behaviour towards staff, volunteers or anyone using our services.
Share Your Feedback
We are always keen to hear about your experience.
Whether you would like to:
- tell us about something that went well
- suggest an improvement
- raise a concern
- make a complaint
your feedback helps us learn, improve and strengthen the support we provide across Derby.