Complaints Policy

Our commitment

The Guvnor Ace Foundation welcomes constructive feedback and takes reasonable complaints seriously.

Complaints can help us identify problems, improve our work and strengthen the trust of the communities, supporters and partners who engage with the Foundation.

No person should be disadvantaged simply because they raise a genuine concern in good faith.

What you can complain about

A complaint may relate to matters such as:

• The conduct of a Foundation representative.
• The delivery of a programme or activity.
• The handling of a donation or supporter enquiry.
• Communication or customer-service concerns.
• Privacy, confidentiality or safeguarding concerns.
• A decision or action that you believe was handled unfairly or irresponsibly.

How to make a complaint

Complaints may be sent to the Foundation by email or through our official telephone contact.

Where possible, please include:

• Your name and preferred contact details.
• A clear description of what happened.
• When and where the matter occurred.
• The people or programme involved, where known.
• Any relevant supporting information.
• The outcome you are seeking.

Anonymous complaints may be considered, although limited information may make it more difficult to review the matter properly.

How we aim to respond

Where reasonably possible, the Foundation aims to:

• Acknowledge a complaint where contact details are available.
• Assess whether urgent safety, safeguarding or financial action is required.
• Assign the matter to an appropriate person who is not directly involved where reasonably possible.
• Review available information fairly.
• Provide an outcome or progress update within a reasonable period.

Complex matters may require additional time, particularly where safeguarding, financial records, third parties or external authorities are involved.

Confidentiality

Complaint information should be shared only with people who reasonably need it to assess the concern, protect individuals, meet safeguarding responsibilities or comply with applicable law.

Further review

If you believe a complaint was not handled fairly, you may request a further internal review and explain the reasons for your request.

Serious matters may also be raised with an appropriate regulator, law-enforcement body, child-protection authority or payment provider where applicable.

Learning from complaints

The Foundation aims to record significant complaints, identify recurring issues and make reasonable improvements where experience shows that policies, procedures or controls need strengthening.