Complaints & Appeals Policy

You have the right to raise a concern, and doing so will not count against you or reduce the service you receive. We want to listen, learn and put things right where we can. We do not set fixed response times at this stage because the Foundation is still building its capacity, but we will keep you informed.

• Foundation services
• Staff conduct
• Case handling
• Privacy
• Accessibility
• Representative access
• Administrative decision
• Future financial-support decision
• Anything else about how the Foundation has treated you

1. Submit. Tell us about your concern using the form below, or through the Contact page.
2. Acknowledgement. We will confirm that we have received it.
3. Review. Someone who was not directly involved will review it where this is possible.
4. Response. We will tell you what we found and what, if anything, will change.
5. Reconsideration or appeal. If you are not satisfied, you may ask for the decision to be looked at again where appropriate.
6. Closure. We will tell you when the matter is closed and record it.

If you disagree with the outcome, or with an administrative decision (including any future decision on financial support), you can ask for reconsideration and explain why. Where practical, the request will be considered by someone different from the original decision-maker. Some matters, such as decisions made by government bodies, are outside the Foundation's control, but we will explain this and may help you identify where else to raise it.

Complaints are handled confidentially and shared only with those who need to know. See our Privacy Policy. Concerns about safety should be raised under the Safeguarding Policy; emergencies should go to emergency services.

If the form is difficult for you to use, tell us through the Contact page how we can help you raise your concern in another way, or ask a trusted person to do so for you.