Complaints Policy.

Heart of England Community Foundation is committed to providing a high-quality service to its customers.  Staff strive to present themselves in a professional and courteous manner at all times. Heart of England Community Foundation welcomes both positive and negative feedback regarding the service it provides. Feedback is a valuable tool to help us monitor and improve our performance.

What is a complaint?

A complaint arises when an expression of dissatisfaction is received from an individual, group or stakeholder regarding the service they have received from Heart of England Community Foundation.


Our approach to complaints

One of the ways in which we can continue to improve the service we offer is to listen and respond to the views of all customers.

Therefore, we aim to ensure that:

  • Making a complaint is as easy as possible.
  • We deal with it promptly, politely and appropriately.
  • We respond in the right way – for example, with an explanation, an apology where we have got things wrong, or provide information on any action taken.
  • We learn from complaints and use them to improve our service.
  • A confidential record of all complaints is kept centrally.


Our complaints procedure

Complaints can be made by e-mail or in writing at our registered address

Emails should be sent to: 

Details should include:

  • What the complaint is about?
  • Specify the member(s) of staff, trustee, or committee involved.
  • When the event about which you are complaining took place and if it is still happening?
  • What action you would expect to see as an outcome?
  • Full contact details.

Please address your complaint to: HoE Compliance 

Complaints will be assessed by a relevant member of staff, and you will receive a full response to your complaint or an acknowledgement within 10 working days of receipt.

If it is not possible to issue a full response within the 10 working days, for instance, because a more detailed investigation is required, you will receive an acknowledgement and we will tell you what is being done to deal with your complaint, when you can expect the full reply, and from whom.


What to do if you are not satisfied with the response?

If you are not satisfied with the final response, you may ask for your complaint to be referred to a Trustee of the charity.

The appeal will be acknowledged by a Trustee within 5 working days of receipt. An investigation will be carried out and a full reply will be sent to you within an agreed timescale. Any decision will be final.


Policy Review

The Foundation will monitor the effectiveness of this policy regularly to ensure its suitability and effectiveness. Any improvements identified will be made as soon as possible. The policy will be reviewed by the Management Committee every three years.