Complaints Policy of The Amber Trust

The Amber Trust takes all concerns and complaints seriously as they provide an opportunity to improve and maintain the high standards we strive to achieve.

Our policy is:

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

What is a complaint?

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of The Amber Trust.

Who can raise a complaint?

The Amber Trust’s complaints procedure is available to those who use our services, including our volunteers and those affected by our fundraising activities.

You should share your concerns or register a complaint when you are dissatisfied with any aspect of The Amber Trust’s services or activities.

What will happen after I complain?

We will acknowledge your complaint within seven working days of receipt and we will tell you who will be dealing with the matter and when you can expect a full response.

Wherever possible, The Amber Trust will respect your confidentiality and keep your complaint confidential as far as possible. Any information about the complaint will usually only be shared with those who need to know in order to help resolve it. There may however be occasions when the Amber Trust cannot provide absolute confidentiality. This may for example arise in circumstances where a child or vulnerable adult may be at risk of harm. In these circumstances the Amber Trust’s safeguarding procedures will take precedence over this procedure and any relevant information will be shared with others concerned in the safety and welfare of service users.

We will handle information in line with the Data Protection Act.

How to make a complaint

A complaint can be received verbally, by phone, by email or in writing. You can make your complaint using your preferred method and format of communication. The Amber Trust can arrange appropriate support to ensure equal access to this procedure for all.
Contact The Amber Trust with your complaint in one of the following ways:

  • Write to The Amber Trust, 64a Princes Way, London SW19 6JF
  • E-mail: info@ambertrust.org
  • Call us on: 07957-561319

Responsibility

Overall responsibility for this policy and its implementation lies with The Amber Trust’s Board of Trustees. The Amber Trust is a member of the Fundraising Standards Board. If you are not satisfied with the resolution of a complaint you can refer the matter to the FRSB.

Review

This policy is reviewed regularly and updated as required.

Adopted: 22 January 2015
Last reviewed: 20 January 2016