Complaints Procedure
Foundation of Light is committed to providing a good quality service to partner agencies, funders and participants but from time to time individuals, including participants and clients may feel that they have a justifiable complaint that they want to bring to the organisation’s attention.
In such circumstances Foundation of Light will attempt to deal with the complaint and reach a satisfactory resolution. Foundation of Light will treat all comments and complaints as an opportunity to improve. Foundation of Light is happy to acknowledge the mistakes that we have made and try to prevent them from happening again in the future
Complaints can be made in writing or verbally to any member of staff up to and including the Foundation of Light CEO. This can include complaints over the phone and in person, by letter, email or on social media.
All complaints will be acknowledged immediately, or if this is not possible, within five days of receipt. The complainant will be informed that their complaint has been received and they will receive a response within ten working days.
Complaints will normally be dealt with by the Executive Manager with guidance from the Foundation CEO and Chair of Trustees if necessary.
The CEO will decide if the matter is to be dealt with under the Complaints Procedure or if Disciplinary or Safeguarding Procedures are more appropriate.
Complaints cannot proceed if another management process is in train about the same matter. In such a situation the complainant should be informed in writing about the relevant investigation. Once the other investigation has been completed, the complaint should be addressed.
A complaint can be withdrawn at any point in the process by the complainant or their advocate.
At the outset the complainant must be asked for their desired outcome.