| Stage 1 If you are not happy with the service you have received, you should contact the person you first dealt with as soon as possible. They will try to put things right. We hope that we can settle complaints as quickly as possible in this way. We accept complaints within a 3 month period from the occurrence that you wish to complain about. We will send you a written response to your complaint at stage one within 10 working days. Stage 2 If you are not satisfied with the response you receive, you can take this further by writing, faxing, emailing or sending an audio tape or CD to our Chief Executive. You must
do this within four working weeks of receiving our response to stage one. Please tell us: - what happened;
- when it happened;
- who dealt with you; and
- what you would like us to do to put things right.
Also tell us if there is anything we need to know about how to contact you. When will I hear from you? Within five working days of receiving your complaint we will write to, email or phone you to say that
we have received it. We will also tell you how you can contact the person who is dealing with your complaint and when you can expect a reply. In most cases, we will send you a reply within 10 working days. If we cannot give a full reply in this time, we will tell you why and when you are likely to receive it. If you are dissatisfied with our response to your complaint you may be eligible to take your
complaint further. In our response to stage two, we will tell you whether stage three is open to you. Stage 3 If you are not satisfied with the Chief Executive’s reply, and if you are eligible to do so, you can refer your complaint to our Board of Trustees. The Chair of the Board will appoint a member of the Board
to assess the complaint (hereafter known as the Complaints Assessor). You must write to them, email, or send them an audio tape or CD within four weeks of receiving our Chief Executive’s reply at stage two. If your complaint is found to be justified, recommendations will be made to enable us to put things right, and to prevent a similar situation in future. You will normally receive a response from the Complaints Assessor within two months, and if not you will be informed as to the causes of the
delay and a revised timescale. We will normally make any changes to our current procedures recommended by the Complaints Assessor as quickly as possible. The Complaints Assessor
cannot consider complaints that have not gone through the procedure set out in this document. The Complaints Assessor cannot reverse funding decisions or make comments or changes to
our legal responsibilities and policies on awarding grants. After the Complaints Assessor has responded to your complaint no further examination of your complaint will be possible. | 