How to complain
We hope you will be fully satisfied with the services and any advice provided by Community Foundation Wales, but if you have a complaint about our service, we want to hear from you.
We will take your complaint seriously, and address it and respond to you as quickly as possible.
If you need to complain to the Foundation, our policy is to ensure that complaints are:
- dealt with consistently
- listened to and investigated thoroughly
- acknowledged speedily and recorded
- dealt with in an appropriate, fair and timely manner
Any complaints made against the Foundation, and action taken by us, is reported to the Board of Trustees.
Who can complain?
Anyone who has been affected by our service can make a complaint to Community Foundation Wales.
It should be noted that this procedure is not an appeal mechanism against the decisions of the Foundation’s grants panels. Such decisions are final, and subject to ratification by the Board of Trustees.
How can a complaint be made?
- In writing
- In person
- By telephone
If your complaint is very serious – for example a complaint of nuisance or harassment – you should put it in writing.
In the first instance, we encourage people who are dissatisfied with our service(s) to contact us to discuss their complaint.
Complaints can often be satisfactorily dealt with at this informal stage by talking to the appropriate member of staff.
If you are unsure who to contact, please write or speak to:
Community Foundation Wales
24 St Andrews Crescent
Alternatively, e-mail firstname.lastname@example.org, titling your email:
‘Complaint – for the attention of Richard Williams’
If you wish to discuss issues or feedback, please phone us on 02920 379 580.
We will acknowledge your complaint within three working days of receiving a complaint, and send a formal response within three weeks.
If you are not satisfied with our response, you can seek further advice from the Charity Commission.