Complaints Policy

1. Policy Statement

MAGSONS FOUNDATION is committed to delivering high-quality services and maintaining public trust. We take all complaints seriously and view them as an opportunity to learn, improve, and ensure accountability.

2. Scope

This policy applies to anyone interacting with MAGSONS FOUNDATION, including donors, service users, partners, volunteers, and members of the public. Complaints may relate to services, conduct, policies, or public information.

3. What is a Complaint?

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of MAGSONS FOUNDATION’s work, services, people, or operations. This policy does not cover:

• Internal grievances from staff or volunteers (handled under internal HR policies)
• Whistleblowing concerns (see our Whistleblowing Policy if applicable)

4. How to Make a Complaint

You can make a complaint by:

• Emailing us at [email protected]
• Writing to us at: MAGSONS FOUNDATION, Unit 19, Wainwright Street, Aston, Birmingham, B6 5TJ

Please provide:

• Your name and contact details
• Details of the complaint (what happened, when, and who was involved)
• What outcome you are seeking, if any

5. How We Handle Complaints

1. Acknowledgment: We aim to acknowledge receipt of your complaint within 5 working days.
2. Investigation: A designated person will investigate the matter thoroughly and fairly.
3. Response: We will respond in writing within 20 working days with our findings and any actions taken.

6. Appeals

If you are not satisfied with the outcome, you may request a review or appeal by contacting our Board of Trustees in writing at the above address. Appeals must be submitted within 14 days of the original response.

7. Escalation to the Charity Commission

If your complaint raises serious concerns (such as misuse of funds, illegal activity, or harm to beneficiaries), you can contact the Charity Commission directly.

8. Confidentiality and Fairness

Complaints will be handled sensitively and in line with our Data Protection and Equality policies. We aim to protect both the complainant and those being complained about from unfair treatment.

9. Monitoring and Learning

All complaints will be recorded and monitored to help improve our operations and prevent future issues.

10. Contact Us

If you have any questions about this Complaints Policy, please contact:
Email: [email protected]
Post: MAGSONS FOUNDATION, Unit 19, Wainwright Street, Aston, Birmingham, B6 5TJ