Complaints Policy

The Matthew Good Foundation aims to provide high quality services which meet your needs. We believe we achieve this most of the time: but if we are not getting it right please let us know. The Matthew Good Foundation sees complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has raised the complaint. We have a procedure through which you can let us know of any reason you are not satisfied with your dealings with our organisation.

If you are unhappy about any Matthew Good Foundation service, please speak to the relevant staff member, manager or Director. Often, we will be able to give you a response straight away. When the matter is more complicated, we will give you at least an initial response within five working days.

Making a written complaint

If you are not satisfied with our response or wish to raise the matter more formally, please write to the Executive Director. (If your complaint is about the Executive Director, please write to the Chair.) To help us deal with your complaint appropriately, your letter or email should include:

  • What the complaint is about
  • Member(s) of staff or any other people involved
  • When the issue you are complaining about occurred and if it is still happening
  • Whether you have tried to resolve your complaint informally by speaking to anyone at Matthew Good Foundation before making a formal complaint
  • What you would ideally like to see happen as a result of your complaint
  • Any suggestions you may have on how we could improve our methods that would help overcome the problem(s) you have identified

How a complaint will be dealt with

All written complaints will be logged. You will receive a written acknowledgement within three working days. The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If after we have responded you are not satisfied, please write to the Chair who will report the matter to the next meeting of the Trustees, which will decide on any further steps to resolve the situation.

We have signed up to the Fundraising Regulator’s Fundraising Promise. If your complaint is regarding our fundraising practices and you feel our response is unsatisfactory, you can contact the Fundraising Regulator by using their online complaints form, by writing to them, or by calling them on 0300 999 3407.