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

As such, we welcome feedback and invite you to get in touch with any comments or suggestions about our work. If you would like to speak to us to provide feedback, please contact us. Alternatively you can provide anonymous feedback through this form.

Information about our complaints and whistleblowing procedures is below.

Complaints policy

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

Our policy aims to:

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

• Publicise our complaints procedure so that people know how to make a complaint to us.

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

• Ensure all complaints are investigated fairly, consistently and in a timely way.

• Ensure that complaints are, wherever possible, resolved and that relationships are repaired.

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

Definition of a complaint

We define a complaint as any statement that something is wrong or not good enough, or which raises a concern or dissatisfaction. 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 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.

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

Upon receipt, the complaint will be investigated by the staff team. We aim to investigate a complaint within six weeks. If this is not possible then a progress update will be sent within this time period.

If the complainant feels that their complaint has not been satisfactorily resolved they should set out why they believe this is the case and can request that the complaint is reviewed at Director level (for complaints about an external partner) or board level (for complaints about the work of ABCT). This should be within four weeks of receiving our response at the end of the complaint process. This will then be investigated and resolved within a further six weeks. If this is not possible, then a progress update should be sent within this time period.

Our full complaints policy is available on request.

Whistleblowing policy

For staff and anyone who works with ABCT, we also have a whistleblowing policy which relates to reporting serious misconduct to protect the public interest. Should you wish to raise legitimate concerns about specified matters, employees are protected from being from dismissed, subject to detrimental treatment, or being victimised. Whistleblowing disclosures tend to relate to one of the following:

• A criminal offence which has been committed including offences such as theft, fraud or acts of bribery.

• A person who has failed, is failing, or is likely to fail to comply with a legal obligation which they are subject to.

• A miscarriage of justice.

• A danger to health and safety of any individual.

• Damage to the environment.

• Deliberate covering up of information tending to show any of the above five matters.

ABCT’s policy sets out how anyone who works with us can raise concerns about any inappropriate behaviour or practice which has, is, or is likely to take place within ABCT. 

The full policy can be found in ABCT’s internal staff handbook, and is available on request.