When dealing with complaints we will:
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.
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 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