A complaint refers to any other situation in which you may be dissatisfied with the service you received from OCF.
We hope that in the first instance you would feel it appropriate to speak about the problem with the member of staff of OCF who is involved with the particular matter, or with the CEO. It is hoped that this would lead to a resolution of the issues in an informal way. Thus, we hope that most complaints can be settled quickly and as close to the source of the problem as possible.
If that is not successful, or if you are not prepared to follow that course of action for whatever reason, then you can take the matter forward more formally, as follows.
Any formal complaint or appeal should in the first instance be made in writing and sent to:
The Chief Executive
Oxfordshire Community Foundation
3 Woodin’s Way
Or telephone: 01865 798666
When lodging a complaint please clearly state:
- Your name
- Contact details
- The organisation you represent and your role within that organisation
- The problem that you have encountered and the complaint you have
The response (if any) that you have had so far from OCF.
If you are making an appeal concerning a grant application, please state clearly the grant application to which you refer, the intended purpose of the grant together with which aspect of the decision-making process is affected e.g. documents to be submitted, use of referee.
If your complaint relates to the Chief Executive, please address your correspondence to the Chair of Trustees. In this instance, the process below will begin at bullet point six and the Chair of Trustees will launch an investigation before contacting you with an initial response within five working days. The process will then continue as shown below.
All complaints / appeals will be dealt with as swiftly as possible, the process is as follows:
- You should receive an initial confirmation of receipt within five working days.
- CEO will determine the nature of the complaint and carry out an investigation.
- More information may be requested through an interview or in writing.
- The CEO will then write to you with a formal response within one month of the initial contact. If the complaint is complex and further investigation is needed, then the response may be an initial response. In this situation an indication will be given of how much more time is needed to complete the investigation.
- If you are not satisfied, your complaint will be passed to Chair of Trustees.
- The Chair of Trustees will consider your appeal, investigating and requesting further information as necessary, and will notify you of their findings and outcome within one month.
- If you are still unhappy then OCF will appoint an independent complaints reviewer who may be a professional adviser such as an auditor or lawyer who does not have a relationship with OCF.
OCF will aim to complete the procedure in no more than three months, if more time is needed then the complainant will be informed in writing as to how long is needed and the reasons why.