| 1. Purpose
This policy sets out how the Trusts handle complaints in line with Charity Commission guidance and good governance practice. As a private family grant-making trust, we are committed to acting in the charity’s best interests, managing our resources responsibly, and being accountable and transparent. We aim to resolve complaints fairly and use them as an opportunity to improve how the Trust operates.
2. Scope
This policy applies to complaints made by:
· Grant applicants and grant holders
· Beneficiary organisations
It covers complaints about:
· The administration and management of the Trusts
· The conduct of trustees or anyone acting on behalf of the Trusts
· The grant-making process, only where the Trusts’ procedures can be demonstrated as not having been followed
In line with Charity Commission guidance, this policy does not apply to:
· Decisions not to award a grant.
· The amount offered as a grant or the terms or any offer.
· The specifics of Gibbons Trusts policies and eligibility criteria, which are the proper responsibility of the Trustees.
3. Principles
· In line with Charity Commission guidance, the Trust will ensure that complaints are:
· Handled fairly, openly, and without bias
· Dealt with promptly and proportionately
· Investigated by individuals not directly involved in the matter where possible
· Used to strengthen governance and improve practice
4. How to Make a Complaint
Complaints should be made in writing (email to enquiries@gibbonstrusts.org ) and include:
· The name and contact details of the complainant
· A clear description of the complaint
· Any relevant dates, correspondence, or supporting information
Complaints should be addressed to: The Chair of Trustees
Emails are managed by the Trusts’ Manager. If the complaint concerns the Chair, it should be addressed to the Vice-Chair.
5. Complaints Procedure
Stage 1
· The Trusts will acknowledge receipt of the complaint within 20 working days.
· The complaint will be considered by the Chair or a trustee who has not been directly involved in the matter, where possible.
· The Trust will aim to provide a written response within 30 working days, after acknowledging receipt, detailing the outcome and any action taken or proposed.
Stage 2
· If the complainant is dissatisfied with the Stage 1 response, they may request a review of the Stage 1 response. The Trust will aim to respond within 30 working days of the request for a review.
· The review will be considered by Trustees who were not involved at Stage 1, where possible.
The decision at Stage 2 represents the Trust’s final position.
6. Confidentiality and Data Protection
All complaints will be handled sensitively and confidentially, in line with data protection legislation. Information will only be shared where necessary to investigate and respond to the complaint.
7. Vexatious or Persistent Complaints
The Trust may limit or refuse to consider complaints that are repetitive, abusive, or unreasonable, while ensuring that any decision to do so is fair and proportionate.
8. Learning and Improvement
The trustees will periodically review complaints received to identify any themes or learning points. Where appropriate, changes will be made to policies, procedures, or communications.
9. Regulatory Matters
The Charity Commission does not act as a complaints body for charities. However, if a complainant believes there has been serious wrongdoing, mismanagement, or significant breach of trust, they may raise a concern with the Charity Commission for England and Wales. This policy does not restrict anyone’s right to contact the Charity Commission. |
