Complaints Policy

Purpose

We aim to handle complaints promptly, fairly and transparently and use learning to improve our work.

What is a complaint?

Any expression of dissatisfaction about our services, fundraising, communications or conduct, whether justified or not.

How to complain

Email: info@tessajowellfoundation.org.uk; Phone: [Insert Phone Number]; Post: 69 Clifden Road, London, E5 0LJ. Please provide your name, contact details, and details of the issue.

Process

Stage 1: Acknowledgement within 5 working days and response within 20. Stage 2: If unsatisfied, escalate to a senior manager/trustee review. Final stage: If your complaint relates to fundraising, you may contact the Fundraising Regulator; for serious concerns about a charity, contact the Charity Commission.

Accessibility

We accept complaints in alternative formats and provide reasonable adjustments.

Confidentiality and data protection

We will handle complaints information in line with our Privacy Policy and UK GDPR.

Monitoring

We record complaints, review trends, and report to trustees.