Complaints Policy

Complaints Policy – TCF-UK

TCF-UK is committed to working in an open and accountable way that builds the trust and respect of all our stakeholders.  While we try our utmost to meet the high standards we set for ourselves, there may be times where these standards are not met. If this happens, we encourage our donors, supporters and members of public to give their honest feedback and raise complaints when necessary.

We regard complaints as an opportunity to reflect on our processes and practices and identify the ways in which we can improve ourselves and better service our stakeholders.

With our complaints policy, TCF-UK aims to:

  • Provide a fair and transparent complaints procedure that is clear and easy to use by anyone wishing to make a complaint
  • Ensure that everyone on the TCF-UK team is aware of our complaints procedures and knows what to do if a complaint is received
  • Ensure that all complaints are investigated in a fair and timely manner
  • Ensure that all complaints are, wherever possible, resolved and that relationships are repaired and restored
  • Gather information that helps us provide better services to our stakeholders

Confidentiality: Confidentiality is an important part of our complaints procedure and we will deal with all complaints sensitively and with due respect for the privacy of any individuals involved. Details of the complaints will only be disclosed on a “need to know” basis and the complaint will be processed in accordance with our Data Protection Policy.

Complaints Procedure

We take all complaints very seriously and aim to resolve complaints fairly and effectively.

Step 1: Making a complaint

In order for us to respond to your complaint as promptly and accurately as possible, please ensure that you have provided us with your full name, contact details and a detailed account of your complaint. You can raise a complaint in the following ways:

By telephone: Please call us at (+44) 0203 5853 011 Monday to Friday 9:00-17:00. Outside of these hours you may leave a message and state your contact number so that someone from the team can return your call. 

By e-mail: Please write to info@tcf-uk.org

By post: You can submit written complaints to the following address:

The Citizens Foundation (UK)
48 Charlotte Street
London W1T 2NS
United Kingdom

Step 2: Acknowledgement of complaint

We will acknowledge your complaint no longer than 2 working days of the complaint being received. Where possible, we will aim to provide a full resolution to your complaint at the same time.

Step 3: Investigating the complaint

If your complaint warrants a further investigation, and we are not able to provide an immediate resolution as part of our initial response, we will within 2 working days of receiving your response, provide you with an expected timescale of our investigation. We will also share details of the individual managing your investigation, so you always have a point of contact. We will keep you updated at regular intervals throughout the investigation, and aim to provide you with a resolution within 15 working days.

Step 4: Escalating your complaint

We will do our best to ensure that we resolve your complaint in an honest and satisfactory way. However, if you are still unhappy or dissatisfied with our response, you may directly contact our Trustee, Tariq Hussain (tariq.hussain@tcf-uk.org).

© 2020 The Citizens Foundation. All Rights Reserved.

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