EAJS Complaints Procedure
The European Association for Jewish Studies (EAJS) views complaints about any aspect of the Charity as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint. Complaints may come from members, donors and other individuals who we contact about our work, or any other person or organisation with an interest in the Charity and its activities. The EAJS aims to reply to complaints in a timely, fair, confidential and consistent manner.
If you wish to make a complaint, please contact us using one of the following methods:
Send an email to: firstname.lastname@example.org
Post a letter to: The EAJS Administrator, European Association for Jewish Studies, Clarendon Institute Building, Walton Street, Oxford, OX1 2HG, UK.
Verbally: complaints can also be made directly to the EAJS Administrator or any of the EAJS trustees (for example, at EAJS events and conferences).
If you post a letter to the EAJS, please also email the EAJS Administrator at the above email address at the same time to let them know that a letter is on the way.
The EAJS values your feedback and takes your complaints seriously. We aim to acknowledge your complaint within three working days. We aim to resolve complaints within 28 days of receipt. Within 28 days of receipt of your complaint, we will send you either a final response which addresses the complaint or a response which explains why we are still not in a position to make a final response, giving reasons for any delay, and indicating when we expect to provide a final response.
We record the following information on receipt in a complaints log:
- the complainant’s name and contact details
- the complainant’s relationship to the Charity (e.g., member or donor)
- a copy of the email, letter and any additional documentation (if applicable)
- the facts of the complaint
- date the complaint was received