Helping people thrive

COMPLAINTS POLICY & PROCEDURE

1. Staff and Volunteers

1.1. A staff member or volunteer who has a complaint should approach their line manager to try to amicably resolve the issue.

1.2. If the issue is not resolved through a verbal discussion, the staff member or volunteer should put their complaint in writing or in an email to the Chief Executive.


2. Applicants

2.1. A person or organisation dissatisfied at the decision of the East End Community Foundation to reject an application for funding or for any other reason, may submit a complaint to the Chief Executive in writing.


3. Procedure for Dealing with Complaints

3.1.  A register of complaints will be kept.

3.2. Letters of complaints will be acknowledged by the Chief Executive, normally within 5 working days of receipt of the complaint.

3.3. The Chief Executive will investigate the circumstances outlined in the complaint and will reach a decision.  A response will be sent to the complainant within 28 working days of receiving the letter of complaint.

3.4. If the complainant is not satisfied with the response and decision (or, because the complaint involves the Chief Executive, feels unable to address it to them in the first instance), the complainant may write to the Chair of the Board of Trustees.

3.5. The Chair will acknowledge receipt of the letter within 5 working days where possible.

3.6. Where the complainant has appealed to the Chair for a review of the response to the complaint (or where the complaint involves the Chief Executive) an investigation will be carried out by the Chair or another Member of the Board of Trustees acting on their behalf.

3.7. The Chair will aim to produce a decision, which is final, and to notify the complainant of their conclusions within 28 working days of receiving the letter, together with a clear explanation of the reasons for reaching them.

3.8. All complaints received, together with a copy of the response to the complainant, will be notified to the Chair of the Board of Trustees.

3.9. Complaints will be monitored, and information from this will be fed in to the planning process as appropriate.