Complaints Policy

Complaints Policy2018-03-22T10:19:03+00:00

The Foundation aims to work in a constructive way with grant holders, external stakeholders and others; however, disagreements may sometimes occur. Most of the time these can be remedied by informal discussions with the people involved, and this is the approach that we encourage as a first step, because in most cases matters can then be resolved quickly and straightforwardly.  However, if this does not work or is not suitable, a formal process is available for handling complaints independently of the person you are working with.

This policy does not cover complaints from staff, who should refer to the Foundation’s internal policy on such matters.

 

Our complaints policy includes the following:

  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
  • To publicise the existence of our complaints procedure and the ways in which to contact us to make a complaint.
  • To ensure that all employees know what to do if a complaint is received.
  • To ensure that all complaints are investigated fairly and in a timely manner.
  • To ensure that complaints are, where possible, resolved and that relationships are repaired.

 

The Foundation will not consider complaints concerning:

  • Decisions about whether to offer a grant or decline a grant application.
  • Decisions about whether to offer social investment or decline a social investment application.
  • The amount of funding offered as a grant or social investment.
  • Changes in Foundation policies, which are properly the responsibility of Trustees.
  • The activities of grant recipients, which are properly the responsibility of grant recipients.

 

Complaints procedure

 

If you have a complaint which you have been unable to resolve informally, please write to David Sanderson (CEO) at 12 Warwick Square, London, SW1V 2AA.  Complaints must be received in writing and should make it clear that it is a formal complaint.

Once your complaint is received, we will send you an acknowledgement within fifteen working days of receiving your complaint.

Complaints will be investigated in confidence, only involving those whose views are necessary to establish what has happened.  Further information or evidence may be sought from you as part of the investigation.

A response, detailing any action taken or recommendations for further action, will be sent within thirty working days, unless we have agreed another timescale with you.

 

If you are not satisfied with our response to your complaint or if your complaint concerns David himself, please address your correspondence to the Chairman’s Committee at 12 Warwick Square, London, SW1V 2AA.  Please mark your correspondence as ‘confidential’ and it will be passed to the current Chairperson for consideration at the next Committee meeting.  We will confirm with you any extended time frame for providing our response to your complaint within fifteen working days of receipt.  The decision of the Chairman’s Committee is final.

 

The Trustees may, in some circumstances, vary the complaints procedure for good reason, such as to avoid a conflict of interest.