complaints policy

 

We want to provide the best possible service and we always want to resolve any complaints. We will therefore read carefully what is said and respond. We will also learn any lessons that mean we need to change our procedures for the future.

 

If you are not a member of staff you can write, ring, email or fax as follows to:

 

Customer and Member Support Team
Charity Finance Group
15-18 White Lion Street London
N1 9PG
Tel. 020 7871 5471
Fax 0845 345 3193
Email complaints@cfg.org.uk

Or use the online contact form, located on the CFG website.

Your complaint will be logged by the Customer and Member Support Team and assigned to an appropriate person to investigate and respond to you, initially within 3 working days. In most cases the complaint will be able to be resolved by the person within that time. You will be informed if it is likely to take longer than 3 working days to investigate and resolve.

If you are not satisfied with the resolution that is proposed you can refer the matter to the Director of Services and Enterprise for further investigation:

Director of Customer and Business Support
Charity Finance Group
15-18 White Lion Street London
N1 9PG
Tel. 020 7871 5478
Fax 0845 345 3193
Email martin.hubbard@cfg.org.uk

You will hear from him/her within 20 working days of receipt of your communication.

If you are still dissatisfied with the outcome then you can appeal, in writing, to the Chief Executive:

Chief Executive Charity Finance Group
15-18 White Lion Street London
N1 9PG

You will hear from him/her within 20 working days of receipt of your appeal.