If you would like to make a complaint or appeal, please read our Complaints and Appeal procedure and if you wish to proceed, click here to submit our 'Making an appeal or complaint' form.

Our complaints and appeals policy

Family Fund views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

We also understand that families may disagree with the decisions that we make and want us to review our decision making.

Our policy is:

  • To provide a fair complaints and appeals procedure which is clear and easy to use for anyone wishing to make a complaint.
  • To publicise the existence of our complaints and appeals procedure so that people know how to contact us to make a complaint.
  • To make sure everyone within Family Fund Group knows what to do if an appeal or complaint is received.
  • To make sure all complaints and appeals are investigated fairly and in a timely way.
  • To make sure that complaints and appeals are, wherever possible, resolved and that relationships are repaired.
  • To gather information which helps us to improve what we do.

Definition of a complaint

A complaint is any expression of dissatisfaction about any aspect of Family Fund Group other than disagreements about decisions made on grant applications. If the complaint is about goods or services, help or assistance provided by one of our suppliers, please note before you complain to us that we would expect that you would have raised the matter with the supplier directly first to give them a chance to address your complaint and remedy the situation.

Disagreements about decisions made on grant applications, for example if you are not happy with the outcome of your application, are classed as appeals and not complaints.

Definition of an appeal

An appeal is a request for a decision on a grant application to be looked at again, or reconsidered if you are unhappy with the decision we have made.

 

How we deal with complaints and appeals

Complaints and appeals may come from any person or organisation who has a legitimate interest in Family Fund Group.

Complaints may relate to different areas of Family Fund Group’s charitable and trading activities. How you make your complaint and how it is dealt with will depend on what it relates to and guidance on this set out below:

Fundraising activities –complaints in this area are dealt with in accordance with our Fundraising Complaints Procedure.

  • Other matters – complaints received in respect of anything other than our Fundraising Activities will be addressed under our Family Fund Complaints and Appeals Procedure. This will include:
    • the way in which individuals employed by or associated with Family Fund Group provide you with help, support or assistance including the way in which we handle applications;
    • the way in which organisations we use to supply goods and services to you have performed in the delivery of those goods or services;
    • the way in which any Group entity conducts its activities.

Complaints and appeal procedures can be viewed on our website or copies can be obtained by writing to: Grants Services – Complaints and Appeals, Family Fund, 4 Alpha Court, Monks Cross Drive, Huntington, York, YO32 9WN.

If you are still unsure how to lodge your complaint we can be contacted:

By Phone: 01904 550055

Online: Through the “Contact Us” section of the website https://www.familyfund.org.uk/Pages/FAQs/Category/contact-us.

Please note, where you complain or appeal to us by phone you will be given guidance on how to raise that complaint or appeal in writing. We will only act once we have received your complaint or appeal in writing.

This policy does not cover complaints from staff, who should use Family Fund Group’s Discipline and Grievance policies. 

Confidentiality

All complaint and appeal information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements. This does not include circumstances where others could be put at risk by matters referred to in your complaint or appeal in which case we would not be able to guarantee dealing with the complaint or appeal in confidence.

If you are a third party making a complaint on behalf of a family or any other interested party we will only be able to discuss detail and outcomes of complaints with express written permission from the family or interested party.

Click here to download this policy as a PDF.