Complaints policy and procedures
Statement of policy on complaints
UK Community Foundations (UKCF) welcomes feedback, both positive and negative on the services it provides.
These comments are regarded as a useful tool to enable UKCF to review and improve the service we provide to our members and other partners.
What is a complaint?
A complaint arises when a member, service partner or other service recipient is dissatisfied with the service they have received from UKCF.
The complaints procedure is not a grant appeals process.
What to do if you have a complaint
Details should be sent in writing to The Chief Executive at UKCF, Emma de Closset, unless the complaint concerns the CEO, in which case it should be addressed to the Chair of UKCF, Andrew Tuggey.
Your letter should state:
- What the complaint is about
- Member(s) of staff, or governing committee involved
- When the event about which you are complaining occurred and if it is still happening
- What action / remedy would you expect to see as an outcome
What will happen when your complaint is received?
You will receive an acknowledgement within five working days advising you who is dealing with your complaint and when you may expect a fuller report. UKCF reserves the right to show all correspondence to its appointed solicitor.
The person responsible will investigate all aspects of your complaint, allowing others involved to make their contribution, possibly returning to you for supporting information or evidence.
The solicitor may also seek an independent review by a third party.
A full report, together with details of any action taken or recommendations for further action will be sent to you within 28 days of receipt of the complaint. If it is not possible to provide a full report within this time, you will be advised and an interim report will be given, including details of action still to be taken.
UKCF will retain a record of the complaint for at least 24 months from the date the complaint was made apart from where data protection law requires that the information be put beyond use earlier than this.
Records will include details of the complaint, the date it was received, details of any investigation that was undertaken and any communications regarding the issue. The Fundraising Regulator may investigate UKCF’s records on request.
What to do if you are still not satisfied
You may ask for your complaint to be reviewed by the UKCF Board.
The decision of the Chair of the Board is final.
If dissatisfied with the outcome of the investigation, you can refer the complaint to the Fundraising Regulator provided that you do so within two months of UKCF’s response.
UKCF will cooperate fully with the Fundraising Regulator if a complaint is referred to them and will comply with any remedy they propose. UKCF will also provide the Fundraising Regulator with copies of UKCF’s fundraising materials if requested to do so.
What happens when your complaint has been satisfactorily dealt with?
The Company Secretary of UKCF maintains a complaints register.
This is reviewed annually by the Senior Leadership Team.
Where appropriate, the Senior Leadership Team will make recommendations to the Chief Executive or the Board for changes in policy or practice.
Where UKCF receives a complaint about a member of the network or a service partner, it will endeavour to follow a similar process, but it must be recognised that no governance authority exists. Details of the complaint will, in all cases, be passed to the member or service partner and you will be advised of any response or action resulting.
Changes to our complaints policy and procedures
This policy is subject to change. If any changes are made, we will publish a new advised version on our website. This complaints policy was last updated in February 2026.