Hillingdon Community Trust – Complaints policy
We define a complaint as “an expression of dissatisfaction by the public, however made, about the conduct, standard of service, actions or lack of action by the Hillingdon Community Trust or its staff” and we deal with complaints through a simple three-stage procedure.
Please note that this procedure is not intended for cases where the Trust has taken a decision in a proper manner but with which you disagree, for example if your grant application has been rejected. It also doesn’t apply where you wish to complain about a Third Party, for example an organisation we have funded or an individual not employed by the Trust. We will also not respond to or pursue feedback that is deemed frivolous or vexatious.
Making a concise complaint
You can make your complaint in the way that is most convenient to you. For most complaints you can phone 020 8581 1676, or email firstname.lastname@example.org, or send a letter.
If we don’t have all the information we need to deal with a complaint we will have to contact you to request it. This adds to the time taken to resolve it, so when making a complaint please be specific and explain all the relevant circumstances surrounding your complaint.
Usually, the best people to deal with a complaint are those who you have been dealing with you internally (for example the Trust Director) – please contact them first. They will try to sort out the problem as quickly as possible – mistakes and misunderstandings can often be sorted out immediately. Once you have made your complaint you can expect a full response within 10 working days. If we can’t deal with your complaint in full within this time we will contact you to advise you of the delay and to let you know when you can expect a full response.
If you are not happy with the outcome from stage 1, you can take the matter further. Contact the Trust marking your correspondence “Private and Confidential for the attention of the Main Grants Chair or Small Grants Chair”, as appropriate, they will then review your complaint. Again you can expect a full response within 10 working days or we will contact you to advise you of the delay and to let you know when you can expect a full response.
If you are still unhappy after the stage two investigation, you can contact the Chair of the Trust, marking your correspondence “Private and Confidential for the attention of the Chair of the trust”.
As for the previous stages you can expect a full response within 10 working days or we will contact you to advise of the delay and to let you know when you can expect a full response.
If the stage three review doesn’t resolve your complaint and you want to take it further you should contact the Charity Commission which is the official industry regulator for all Registered Charities in England & Wales. You can find details here.
If after any stage you don’t get back to us within four weeks of our response to you we will consider that you have been satisfied with the response you have received.