Complaints Procedure

Introduction

We aim to provide a professional courteous service at all times, however if we fall short of this aim we welcome your feedback as your views can help us improve our service. If you work for, or are involved with, a charity or voluntary group, making a complaint will not affect your chances of receiving a grant from us now or in the future.

What can you complain about?

If you think we have failed to provide a satisfactory standard of service, please let us know. Your complaint might be about delays, discourtesy or mistakes, or you might have found our application process difficult to understand or unclear.

We are committed to equal opportunities and take complaints about discrimination seriously.

This complaints procedure is not an appeals system against properly reached grant-making decisions. Inevitably some groups are disappointed because we have had to reject their application for funding. Please do not complain about that.

Your responsibilities

Wiltshire Community Foundation aims to be polite and supportive in all our dealings with the public, and to do our utmost to enable you to understand our forms and procedures so that you can make effective applications. In return, we ask you to read carefully any grants and assessment criteria we send to you; send in a complete application, answer all questions thoroughly and be willing and prepared to talk to our assessors.

How to make a complaint

Please set out your complaint in writing setting out clearly your area of concern. Please ensure you include your full name and address (especially important if you contact us by email).

Our contact details are:

Wiltshire Community Foundation, Sandcliff House, 21 Northgate Street, Devizes, Wiltshire, SN10 1JT

Tel: 01380 729284

Email info@wiltshirecf.org.uk

Please take some time to be clear about what you are not happy with, and what you want us to do to put it right. Please use the form below to make your complaint, or use it as a way of deciding what you want to say to us. It may be useful if you keep a record of any contact you have with us - make a note of phone calls and keep copies of letters.

What happens to your complaint?

All complaints will be considered in the first instance by the Chief Executive of Wiltshire Community Foundation, who will aim to respond within 15 working days. If the Chief Executive is unable to give a full reply in this time the Foundation will write and tell you why. If you are not satisfied with the response from the Chief Executive you can ask for your complaint to go before a panel of Trustees, one of whom will be the Chair or Vice Chair of the Foundation.

The panel will look into your complaint in detail. Any response from this panel is final. Please do not contact the Trustees directly until your complaint has been dealt with by the Chief Executive.What happens to your complaint once it has been dealt with?

Information on any complaint received will be circulated to the relevant Wiltshire Community Foundation Area committee. A record of all complaints and the steps taken to put things right will be kept on a confidential record in Wiltshire Community Foundation offices.

When to complain

It is hard to deal fairly and accurately with a complaint made a long time after the problem occurred. Please let us know as soon as possible if you wish to make a complaint. We will not be able to deal with complaints received more than two calendar months after the date of the problem.

Please download and use the following form when making a complaint if you would find it useful to do so.

Attached files: 
AttachmentSize
PDF icon complaints-form.pdf15.53 KB