Comments, Compliments and Complaints Policy

Quick Guide

1. Talk to us first: Most issues can be resolved informally.
2. Formal complaints: Must be in writing (email or post).
3. Include: Your name, contact details, why you’re unhappy, and what you’d like us to do.
4. Response times: We will acknowledge within 5 working days.
5. Full response within 10 working days (or up to 2 months if complex)
6. Escalation: If unhappy, request review by Chair or Board. Final response within 28 days.
7. Still dissatisfied? Contact Charity Commission or Fundraising Regulator.

We Value Your Feedback

Your views help us improve our services. Whether you have a comment, a compliment, or a complaint, we want to hear from you. If you are an applicant, sharing feedback will never affect your chances of receiving a grant.

What Can You Complain About?

You can complain if you believe we have not provided a satisfactory standard of service. Examples include:

• Delays in responding to enquiries or decisions.
• Discourtesy or inappropriate behaviour.
• Failure to do what we said we would do.
• Discrimination.

Please note:

We do not offer an appeal process for grant decisions, but we do always provide feedback. Complaints about grant amounts, policy changes, or activities of grant holders will not be considered.

How to Make a Complaint

We encourage informal resolution first by speaking to your usual contact or a manager. For a formal complaint, please write to us:

• By Email:

Chief Executive: anna.smith@quartetcf.org.uk

Chair of Trustees (or Board if complaint concerns Chair): info@quartetcf.org.uk

• By Post:

Quartet Community Foundation
Royal Oak House
Royal Oak Avenue
Bristol
BS1 4GB

We recommend sending letters via Signed For delivery.

• Call us on 0117 989 7700 if you are unable to make a formal complaint in writing due to access needs.

What to Include

• Your name, address, and contact details.
• Why you are not satisfied.
• What you would like us to do to put things right.
• Please raise concerns as soon as possible after the event.

What Happens Next?

We acknowledge complaints within 5 working days.

We aim to respond fully within 10 working days (or within 2 months for complex cases).

If you are unhappy with our response, you may request a review by the Chair of Trustees or the Board. They will respond within 28 days. This will be our final response.

If you remain dissatisfied, you can contact:

• Charity Commission
• Fundraising Regulator

Confidentiality & Data Protection

We handle complaints in line with UK GDPR and the Data Protection Act 2018. Your details will only be shared with those involved in resolving your complaint. Records are kept securely and normally destroyed after two years.

When We May Not Respond

We may not respond if:

• The complaint is unrelated to Quartet
• It concerns another organisation we funded (though we may use the info internally)
• The complaint is abusive, incoherent, or part of a bulk mailing
• Illegal activity is suspected (we will report to authorities)

Unacceptable Behaviour

We will take reasonable steps to protect staff from intimidation, threats, or persistent unreasonable behaviour. This includes: Behaviour or language in any form that causes staff to feel intimidated, offended, threatened, or abused, or where there is deliberate intention to cause annoyance or be deceitful; or refusal to accept decisions or other behaviour that is unreasonably demanding or persistent, for example if someone unreasonably pursues a complaint that we have already responded to. We will explain what behaviour is unacceptable and may stop responding if it continues.

Further Details

This page is an overview of Quartet’s Comments, Compliments & Complaints Policy. For any further details or clarifications about our policy or procedure, please contact us via info@quartetcf.org.uk or call 0117 989 7700.

Last reviewed: March 2026 | Next review: March 2028