If you would like to contact us, you can do so:

  • By email: [email protected]
  • By telephone: 020 7802 1660
  • By mail: The Sutton Trust, 9th Floor Millbank Tower, 21-24 Millbank, London, SW1P 4QP

Our Commitment

When dealing with complaints we will:  

  • communicate politely and be open and transparent 
  • deal with complaints promptly, aiming to resolve them as quickly as possible
  • treat complaints as an opportunity to learn and improve our services and approach 
  • ensure that complaints are treated in confidence 

We aim to respond to all complaints and escalated complaints as quickly as possible. However, if this is not possible, we will update you and provide an estimate of the time it will take us to respond in full.  

How to make a complaint 

If you are not happy about an element of our work, please let the colleague you are dealing with know directly – either by telephone, email or in person. We will always try to deal with your complaint quickly and informally first. 

If that colleague is unable to resolve the complaint, you are not satisfied with the response, or you would like to speak to someone else you can submit a formal complaint using the contact details above.  

We will acknowledge your complaint in writing within 5 days of receiving it and will aim to respond fully within 21 days. Complaints that cannot be resolved immediately by the person who receives them will be investigated and responded to by an appropriate member of staff, depending on what the complaint is about. 

If you are not satisfied with the result 

If you are not satisfied with our response to your complaint, you can request that it is escalated. The complaint will be progressed to somebody else, e.g., a member of our Senior Leadership Team or a Trustee, to investigate it for you, independently of the previous reviewer. In this case, we will again acknowledge receipt within 5 days and aim to respond fully within 30 days.  

If, following a second investigation of your complaint, you are still unsatisfied with our response and feel it merits further investigation, you may wish to consider referring your complaint to the Charity Commission. You will find information about the kind of complaints the Commission can involve itself with, here: Complaints about charities – GOV.UK (www.gov.uk) 

If your complaint relates to fundraising, and you’re not satisfied with the outcome of the investigation, you may also refer the complaint to the Fundraising Regulator within two months of the final response you receive from The Sutton Trust.  

Further information is available on the Fundraising Regulator’s website here: Complaints | Fundraising Regulator 

GDPR

The Sutton Trust aims to be fully compliant with GDPR. Any complaints regarding The Sutton Trust’s use of personal data should be sent to [email protected]

Please see our privacy notice for more information.