TRUSTEE AND STAFF LOGIN

1. Our Approach to Complaints

Herefordshire Community Foundation is committed to providing a quality service to our stakeholders. Staff also strive to present themselves in a professional and courteous manner at all times. One of the ways in which The Foundation can continue to improve the service we offer is to listen and respond to the views of all our stakeholders, and we view complaints as an opportunity to learn, as well as being the chance to put things right for the person or organisation making the complaint.

Our policy and approach to complaints is:

• there is an open and transparent procedure for making a complaint.
• the complaints procedure is publicised so that people know how to contact us to make a complaint.
• the complaint is deal with promptly, politely and appropriately.
• there is an appropriate response – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc..
• a confidential file of all complaints is kept centrally, and all information concerning a complaint will be handled with total discretion.

2. How to Make a Complaint

2.1 If you have a complaint, please contact us as soon as possible.

2.2 All complaints should be made in writing, by e-mail or letter. When writing or e-mailing your complaint appropriate contact details should be provided such as an email address or a full postal address. Please address your complaint to the Foundation’s Chief Executive Officer at:

The CEO,
Herefordshire Community Foundation,
The Fred Bulmer Centre, Wall Street,
Hereford HR4 9HP

E-mail: ceo@herefordshirecf.co.uk

2.3 If the complaint relates to the CEO, the complaint should be made in writing, by letter or in email, to the Chairman of the HCF, Mr Frank Myers, at:

FAO of The Chairman only,
Herefordshire Community Foundation,
The Fred Bulmer Centre, Wall Street,
Hereford HR4 9HP

E-mail: chairman@herefordshirecf.co.uk

3. The Process - Grants

3.1 Complaints relating to grant-making will be assessed by the CEO, and a response will be sent within 5 working days of receipt. If it is not possible to issue a full reply within this time – for instance, because a detailed investigation is required – we will tell you what is being done to deal with your complaint, when you can expect the full reply, and from whom. The CEO is required to report all complaints to the Board of the Foundation, so they can monitor the handling of the complaint and ensure an appropriate response is given.

3.2 If you are not satisfied with the final response from the CEO, you may ask for your complaint to be referred to the Chair of the Trustees, for further investigation.

3.3  The referral will be acknowledged within 5 days of receipt, and the Chair of the Board will aim to produce a decision within 20 days. If this is not possible, you will be told what is being done to deal with your complaint and when you can expect the reply.

3.4 If following this second response you remain dissatisfied, and if the nature of your complaint relates to funding received or not received, you can re-direct your complaint to the funding body, where this is appropriate.

4. The Process - Other complaints

4.1 Complaints relating to any non-grant making issue will be dealt with by the CEO, and a response will be sent within 5 working days of receipt. If it is not possible to issue a full reply within this time – for instance, because a detailed investigation is required – we will tell you what is being done to deal with your complaint, when you can expect the full reply, and from whom. Again, all complaints will be notified to the Board of Trustees, so that they can monitor the action taken.

4.2 If you are not satisfied with the response from the CEO, you may ask for your complaint to be referred to the Chair of the Trustees.

4.3 Complaints will be acknowledged within 5 days of receipt, and the Chair of the Trustees will aim to produce a decision within 20 days. If this is not possible, you will be told what is being done to deal with your complaint and when you can expect the reply. Any decision will be final.

External stage

A complainant can complain to the Charity Commission at any stage. Information about the kind of complaints the Commission can involve itself in may be found on their website at: charitycommission.gov.uk/publications/cc47.aspx