Founders4Schools’ Complaints Policy


Introduction

Founders4Schools aims to provide all users of its services with the best possible experience. However, we recognise that sometimes things can go wrong, and if this happens we want to ensure any concerns are investigated thoroughly and in a timely manner.

Usually, when something goes wrong a quick conversation at the time the problem has occurred can put things right. However, if the complaint cannot be resolved informally, or is believed to be of a more serious nature, we have in place a formal process in place to investigate.

Definitions

For the purposes of this policy:

A complaint is an expression of dissatisfaction about the standards of service, actions or lack of action, by F4S or its staff and/or volunteers. It is a criticism that expects a reply and would like things to be changed. Complaints could include the following (which is not an exhaustive list):

A complaint has to be about some action for which Founders4Schools is responsible or is within our sphere of influence. A complaint is not:

The complaints procedures do not apply to complaints that are subject to current investigation by any regulatory body or other legal or official authorities in the UK or other countries in which we operate. Such issues will be dealt with by the relevant regulatory body.

Stage 1 Complaint

Please address your complaint in the first instance to the Community Manager.

Complaints regarding Founders4Schools to: complaints@founders4schools.org.uk

Letters can be sent to our postal address:

Founders4Schools

22 Chancery Lane

London

WC2A 1LS

We will aim to investigate and respond to your complaint as quickly as possible, but the length of time will depend on the nature of the complaint. We will acknowledge receipt of the complaint and seek to give you an indication of how long it will take to respond to in full within 5 working days of receipt of the complaint. Except in exceptional circumstances, we expect all complaints investigations to be concluded within 28 days.

Stage 2 Complaint

If you are not satisfied with the response from the Community Manager, you can ask for your complaint to be further investigated by a member of the Senior Management Team. You will be advised of a named member of staff who will undertake this investigation.

Contact details and timescales are as set out for Stage 1.

Stage 3 Complaint

If after the member of the Senior Management Team has further investigated your complaint you still do not believe the matter has been satisfactorily concluded, the final stage is for an independent member of the Board of Trustees to review all steps taken to investigate the complaint.

Please contact Founders4Schools as previously advised, and your complaint will be assigned to a Trustee, who will make contact with you.

Contact details and timescales are as set out for Stage 1.