Complaints policy

Our Commitment 

At Charity Finance Group (CFG), we are committed to providing a high-quality service to our members, customers, partners and stakeholders. 

We welcome feedback, including complaints, because it helps us understand where we can improve. We take all complaints seriously and aim to deal with them fairly, promptly and respectfully. 

When you make a complaint, we will: 

  • Listen carefully to your concerns. 

  • Treat you with courtesy and respect. 

  • Investigate impartially. 

  • Keep you informed about progress. 

  • Respond clearly and honestly. 

  • Use what we learn to improve our services and processes. 

What is a Complaint? 

A complaint is an expression of dissatisfaction about: 

  • The quality of a service provided by CFG. 

  • The conduct of a member of staff, volunteer or representative acting on behalf of CFG. 

  • A decision or action taken by CFG. 

  • An unreasonable delay or failure to provide a service. 

This policy does not cover: 

  • Employment matters relating to CFG staff. 

  • Complaints that are the subject of legal proceedings. 

  • Disagreements with CFG's policy positions or strategic decisions, unless there is a concern about how they were developed, communicated or implemented. 

How to Make a Complaint 

We encourage you to raise concerns as soon as possible so that we can address them promptly. 

You can contact us by:

Email: 
CoCEOs@cfg.org.uk 

Telephone: 
020 7871 5471 

If you wish to discuss a complaint by telephone, please contact us and request a call back. Please do not leave sensitive or confidential information in voicemail messages. 

Post: 
Charity Finance Group 
82 Tanner Street 
London 
SE1 3GN 

When making a complaint, please tell us: 

  • Your name and contact details. 

  • What happened and when. 

  • Who was involved (if applicable). 

  • What outcome you would like. 

As CFG operates a hybrid working model, email is usually the quickest way to contact us. 

What Happens Next? 

Stage 1: Initial Investigation 

We will: 

  • Acknowledge your complaint within three working days. 

  • Assign it to an appropriate member of staff for investigation.  

  • Aim to provide a full response within ten working days. 

If the matter is complex and requires more time, we will let you know: 

  • Why there is a delay. 

  • Who is handling your complaint. 

  • When you can expect a response. 

If your complaint concerns one or both the Co-Chief Executives, it should be submitted to the Chair of Trustees, who will determine the appropriate process for investigation and response. 

Stage 2: Review 

If you are dissatisfied with our response, you may request a review. 

Your complaint will be considered by a senior member of staff who has not been directly involved in the original investigation. 

We will acknowledge your request within three working days and aim to provide a response within 20 working days. 

Stage 3: Final Appeal 

If you remain dissatisfied after the review stage, you may request a final appeal to the Co-Chief Executives. 

The Co-Chief Executives will review the handling of the complaint and provide a final response within 20 working days. 

Complaints concerning trustees should also be submitted through this process and will be considered by the Co-Chief Executives in the first instance, with appropriate governance oversight where necessary. 

The decision at this stage will normally be final.

Confidentiality 

We will handle complaints sensitively and share information only with those who need it to investigate and resolve the matter. 

Information provided through a complaint will be processed in accordance with our Privacy Policy and applicable data protection legislation. 

Unreasonable or Vexatious Complaints 

We are committed to treating all complainants fairly and with respect. We also expect the same courtesy towards our staff, volunteers and trustees. 

Where behaviour becomes abusive, threatening, discriminatory, unreasonable or excessively persistent, we reserve the right to limit how we communicate with an individual and how a complaint is managed. 

Any such decision will be proportionate and authorised by a senior member of staff. 

Accessibility 

If you require this policy in an alternative format, or need support to make a complaint, please contact us. We will make reasonable adjustments wherever possible to help ensure that our complaints process is accessible to everyone. 

Learning and Improvement 

We review complaints regularly to identify trends, improve services and strengthen our processes. Complaints may be reported internally and summarised for the Board of Trustees as part of our commitment to continuous improvement. 

Policy Review 

This policy will be reviewed at least every three years, or sooner if required as a result of organisational, regulatory or legislative changes.