Complaints procedure
How to tell us we got it wrong, what we will do about it, and where to go next.
1. We would rather know
If we have got something wrong, please tell us. A complaint is not an inconvenience — it is usually the only way a small charity finds out that something is not working. We will not treat you any differently for making one, and it will not affect any help you receive from us.
This procedure covers complaints about our services, our staff or volunteers, our fundraising, or how we have handled your information.
2. Stage one — tell us directly
Email help@theambroseinitiative.org.uk, or write to us at The Ambrose Initiative Limited, 71 Woodsford Square, London, W14 8DS.
It helps enormously if you can tell us:
- what happened, and when and where;
- who was involved, if you know;
- what you would like us to do to put it right; and
- how you would prefer us to reply to you.
What happens next: we will acknowledge your complaint within five working days, and give you a full response within 20 working days. If it is complicated and we need longer, we will tell you why and give you a new date.
3. Stage two — review by the trustees
If you are not satisfied with our response, you can ask for it to be reviewed. Write to us within one month of our reply, marking your message “Complaint — review requested”.
The review will be carried out by a trustee who was not involved in the original matter or the first response. They will write to you with their conclusion within 20 working days. That decision concludes our internal procedure.
4. Taking it further
If you remain unhappy after our internal procedure, you can go outside the charity. You do not need our permission, and you can approach these bodies at any time.
| Your complaint is about… | Contact |
|---|---|
| How the charity is run — serious concerns about governance, finances or the conduct of trustees | The Charity Commission for England and Wales gov.uk/complain-about-charity |
| Our fundraising | The Fundraising Regulator fundraisingregulator.org.uk Complaints should normally come to us first, within 12 weeks of the incident. |
| How we have handled your personal data | Information Commissioner’s Office ico.org.uk/make-a-complaint · 0303 123 1113 |
| The safety or welfare of a person at risk | See our safeguarding policy. In an emergency, call 999. |
5. Anonymous and third-party complaints
You can complain anonymously, and we will investigate as far as we are able — though it may limit what we can find out and we will not be able to tell you the outcome. You can also complain on behalf of someone else; we may need their consent before we discuss their personal information with you.
6. Unreasonable behaviour
Very rarely, a complainant behaves in a way that is abusive or threatening towards our staff and volunteers, or pursues a complaint that has been fully answered in a way that consumes disproportionate resources. In those cases the trustees may restrict contact to a single named channel. We will always explain the decision in writing and review it. The substance of a complaint will still be considered properly, however it was raised.
7. What we do with complaints
Every complaint and its outcome is recorded. The trustees review complaints and any resulting changes to our practice, so that the same problem does not recur.
This policy was adopted by the trustees of The Ambrose Initiative Limited and is reviewed at least annually, or sooner if the law or our practice changes.