Complaints Policy Summary

A B Charitable Trust (ABCT) is committed to being a learning organisation, which works in an open and transparent way that builds the trust and respect of all our stakeholders.

We take complaints very seriously and we treat them as an opportunity to develop.

Our policy is:

• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.

• To make sure everyone at ABCT knows what to do if a complaint is received

• To make sure all complaints are investigated fairly, consistently and in a timely way.

• To make sure that complaints are, wherever possible, resolved and that relationships are repaired.

• To gather information which helps us to learn and improve what we do.

Definition of a complaint

A statement that something is wrong or not good enough, or a concern or dissatisfaction is raised. This could be in relation to the work of A B Charitable Trust, or an organisation that A B Charitable Trust works with (e.g. a grantholder).

Where a complaint is about an organisation that we work with, we should encourage the complainant to make their complaint directly to the organisation concerned. Whilst A B Charitable Trust wants to support the organisations that we work with and to ensure that our funds are spent well, we are not responsible for their governance, operations or for investigating alleged crimes. In many cases service complaints are better dealt with by the organisation themselves.

Procedure

When we investigate complaints, we will endeavour to approach our investigations from a point of openness, respect, honesty and trust. Our full complaints policy is available on request.

Complaints received by telephone or in person will be encouraged where possible to send in their complaint in writing. We would ask for complaints to be sent in writing by email to mail@abcharitabletrust.org.uk.