In the first instance, details of your complaint should be directed to the appropriate Director of the Foundation stating:
1. What the complaint is about
2. Members of staff, trustees, advisor or governing committee involved
3. When the event about which you are complaing took place and if it is ongoing
4. What action/remedy you would expect to see as an outcome.
1.You will receive an acknowledgement within 3 working days advising you as to who is dealing with your complaint and when you may expect a more detailed response
2. The person responsible will investigate all aspects of your complaint, allowing others who are directly involved to make their contribution, more information may be sought from you at this point.
3. A report together with details of any action taken or recommendations for further action, will be sent to you within ten working days of receipt of the original letter reaching our office. If it is not possible to provide a full report within this timescale, you will be notified and an interim report will be sent to you with details of the action still to be taken.
4. Complaints will be monitored and information from this will be incorporated within the planning process as appropriate.
We would advise that you then write to our Chief Executive, who will acknowledge your appeal within three working days. An investigation will be carried out and a full reply will be sent to you within an agreed timescale. The decision of the Chief Executive is final.
All complaints received will be recorded in the Foundation's Complaints Register and reported to the Board of Trustees.