Make a Complaint

Introduction

Somerset Community Foundation (SCF) is committed to providing a high standard of service and welcomes constructive comments and recommendations, and we will respond openly to complaints made about our service or about a specific member of staff or a trustee. If you work for, or are involved with, a charity or voluntary group, making a complaint will not affect your chances of receiving a grant from us now or in the future.

You can read our full Complaints Policy and Procedure document, with information about our complaints investigation procedure and appeals process.

How to make a complaint

Informal Complaints

If you are dissatisfied with the service you have received from SCF, we hope that in the first instance you would feel it appropriate to speak about the problem with the member of staff who is involved with the particular matter, or with the Chief Executive. We ask that all initial complaints are made within two weeks of any problem arising.

Formal Complaints

If an informal resolution is not successful, or if you are not prepared to follow that course of action for whatever reason, then a formal complaint should be made in writing using the Complaints, Compliments and Enquiries Form to the Chief Executive, using the address at the bottom of this website. 

If a complaint involves the Chief Executive and a complainant feels unable to discuss it with her/him, the complainant may write to the Chairman of the Board of Trustees. Should the complaint be about the Chairman, it should be addressed to the Vice Chairman, who will convene a committee of other Trustees.

Receipt of the complaint will be acknowledged within seven working days.

Illegal Activity

If your complaint has to do with suspected illegal activity, or if you have been the victim of a crime, please call the police in the first instance on 101.

Serious Concerns

Serious concerns about governance or mishandling of money can be made to the Charity Commission at https://www.gov.uk/complain-about-charity.

Complaint about Fundraising

SCF is registered with the Fundraising Regulator and is committed to the highest standards in fundraising practice. If your complaint relates to fundraising and you feel it remains unresolved after going through the General Complaints process, then the Fundraising Regulator can investigate your complaint (England & Wales only). You should contact them within two months of receiving your response from us.

Fundraising Regulator
1st Floor
10 St Bride Street
London
EC4A 4AD
0300 999 3404
enquiries@fundraisingregulator.org.uk

Confidentiality

All complaint information will be handled sensitively, in line with relevant data protection requirements. 


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