Comments, complaints and suggestions

Comments and suggestions

We define a comment or suggestion as a matter which proposes an improvement or change to our systems and processes to ensure more successful delivery. All comments and suggestions will be used as part of planning the improvement and delivery of our work. We will not respond to comments and suggestions unless we need to clarify something with you.

To share your comments and suggestions, please email feedback@citybridgefoundation.org.uk

You can also call on 020 7332 3710. Your call will be answered by the City of London Corporation’s contact centre. They will pass your message to the City Bridge Foundation team.

If you wish to write, please address your letter to City Bridge Foundation, City of London Corporation, PO Box 270, Guildhall, London, EC2P 2EJ.

Complaints

We define a complaint as ​“an expression of dissatisfaction by the public, however made, about the conduct, standard of service, actions or lack of action by the City Bridge Foundation or its staff” and we deal with complaints through a simple three-stage procedure.

This complaints procedure is not intended for cases where City Bridge Foundation has taken a decision in a proper manner but with which you disagree, for example if your grant application has been rejected. It also doesn’t apply where you wish to complain about a Third Party, for example an organisation we have funded or an individual working for the City Bridge Foundation. We will also not respond to or pursue feedback that is deemed frivolous or vexatious.

Making a concise complaint

To make a complaint, please email feedback@citybridgefoundation.org.uk and note you are making a complaint in the subject line of your email.

If making a complaint about the grant application process, please be sure to include details on:

• Your organisation
• When you applied for funding and any City Bridge Foundation reference
• The decision you received on your application

If we don’t have all the information we need to deal with a complaint we will have to contact you to request it. Please be specific and explain all the relevant circumstances surrounding your complaint.

Stage one

Once you have made your complaint you can expect a full response within 10 working days. If we can’t respond to your complaint in full within this time we will contact you to advise you of the delay and to let you know when you can expect a full response.

Stage two

If you are not happy with the outcome from Stage one, you can take the matter further. Contact City Bridge Foundation at feedback@citybridgefoundation.org.uk and mark your correspondence for the attention of the Managing Director of the City Bridge Foundation, who may pass the Stage two complaint to another Chief Officer of the relevant Department within the charity.

The Chief Officer, or a nominated senior officer, will then review your complaint. You can expect a full response within 10 working days, or we will contact you to advise you of any delay and to let you know when you can expect a full response.

Stage three

If you are still unhappy after the Stage two investigation, you can contact the Complaints Coordinator for our Trustee the City of London Corporation, by emailing complaints@cityoflondon.gov.uk.

Our final review and response will be undertaken by our Trustee, the City of London Corporation. This will be led by the Corporation’s Town Clerk & Chief Executive, or a senior officer acting on their behalf, and will be a completely independent investigation of your complaint.

In your email you should outline the circumstances and details of your complaint and the action you wish the City of London Corporation, as the Trustee of City Bridge Foundation, to take. You can expect a full response within 10 working days, or we will contact you to advise of any delay and to let you know when you can expect a full response.

If you are not satisfied with the Stage three review of your complaint and you want to take your complaint further, you should contact the Charity Commission, the official industry regulator for all Registered Charities in England & Wales. Their website gives details of how to complain about a charity.

Outcome

If after any stage you don’t get back to us within four weeks of our response to you, we will consider that you have been satisfied with the response you have received.