{"id":7393,"date":"2024-05-29T16:25:04","date_gmt":"2024-05-29T15:25:04","guid":{"rendered":"https:\/\/dev.erjjiostudios.com\/rankfoundation\/?page_id=7393"},"modified":"2024-06-06T16:01:06","modified_gmt":"2024-06-06T15:01:06","slug":"complaints-policy","status":"publish","type":"page","link":"https:\/\/dev.erjjiostudios.com\/rankfoundation\/complaints-policy\/","title":{"rendered":"Complaints Policy"},"content":{"rendered":"\n<h1>\n\t\t\n\t<\/h1>\n\t<p>If you have a complaint about the Foundation please refer to <strong>Schedule 1.<\/strong><\/p>\n<p>If you have a complaint about the Coworking space, please refer to <strong>Schedule 2.<\/strong><\/p>\n<p>&nbsp;<\/p>\n<h3><strong>Schedule 1:<\/strong><\/h3>\n<p>The Foundation aims to work in a constructive way with grant holders, external stakeholders and others; however, disagreements may sometimes occur. Most of the time these can be remedied by informal discussions with the people involved, and this is the approach that we encourage as a first step, because in most cases matters can then be resolved quickly and straightforwardly.\u00a0 However, if this does not work or is not suitable, a formal process is available for handling complaints independently of the person you are working with.<\/p>\n<p>This policy does not cover complaints from staff, who should refer to the Foundation&#8217;s internal policy on such matters.<\/p>\n<p>Our complaints policy includes the following:<\/p>\n<ul>\n<li>To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.<\/li>\n<li>To publicise the existence of our complaints procedure and the ways in which to contact us to make a complaint.<\/li>\n<li>To ensure that all employees know what to do if a complaint is received.<\/li>\n<li>To ensure that all complaints are investigated fairly and in a timely manner.<\/li>\n<li>To ensure that complaints are, where possible, resolved and that relationships are repaired.<\/li>\n<\/ul>\n<p>The Foundation will not consider complaints concerning:<\/p>\n<ul>\n<li>Decisions about whether to offer a grant or decline a grant application.<\/li>\n<li>Decisions about whether to offer social investment or decline a social investment application.<\/li>\n<li>The amount of funding offered as a grant or social investment.<\/li>\n<li>Changes in Foundation policies, which are properly the responsibility of Trustees.<\/li>\n<li>The activities of grant recipients, which are properly the responsibility of grant recipients.<\/li>\n<\/ul>\n<p><strong>Complaints procedure<\/strong><\/p>\n<p>If you have a complaint which you have been unable to resolve informally, please write to David Sanderson (CEO) at 19-21 Garden Walk, London EC2A 3EQ.\u00a0 Complaints must be received in writing and should make it clear that it is a formal complaint.<\/p>\n<p>Once your complaint is received, we will send you an acknowledgement within fifteen working days of receiving your complaint.<\/p>\n<p>Complaints will be investigated in confidence, only involving those whose views are necessary to establish what has happened.\u00a0 Further information or evidence may be sought from you as part of the investigation.<\/p>\n<p>A response, detailing any action taken or recommendations for further action, will be sent within thirty working days, unless we have agreed another timescale with you.<\/p>\n<p>If you are not satisfied with our response to your complaint or if your complaint concerns the CEO, please address your correspondence to the Chairman&#8217;s Committee at 19-21 Garden Walk, London EC2A 3EQ.\u00a0 Please mark your correspondence as &#8216;confidential&#8217; and it will be passed to the current Chairperson for consideration at the next Committee meeting.\u00a0 We will confirm with you any extended time frame for providing our response to your complaint within fifteen working days of receipt.\u00a0 The decision of the Chairman&#8217;s Committee is final.<\/p>\n<p>The Trustees may, in some circumstances, vary the complaints procedure for good reason, such as to avoid a conflict of interest.<\/p>\n<p>&nbsp;<\/p>\n<h3><strong>Schedule 2:<\/strong><\/h3>\n<p>If you have a complaint regarding the Coworking space, please email the Front of House at <a href=\"mailto:booking@rankfoundation.com\">booking@rankfoundation.com<\/a> in the first instance.<\/p>\n<p>If your complaint has not been resolved or for any invoice disputes, please write to Sonia Talsi (Assistant Director of Operations) via email at <a href=\"mailto:sonia.talsi@rankfoundation.com\">sonia.talsi@rankfoundation.com<\/a><\/p>\n<p>If you have a complaint which you have been unable to resolve informally, please write to David Sanderson (CEO) at 19-21 Garden Walk, London EC2A 3EQ.\u00a0 Complaints must be received in writing and should make it clear that it is a formal complaint.<\/p>\n<p>Once your complaint is received, we will send you an acknowledgement within fifteen working days of receiving your complaint.<\/p>\n<p>Complaints will be investigated in confidence, only involving those whose views are necessary to establish what has happened.\u00a0 Further information or evidence may be sought from you as part of the investigation.<\/p>\n<p>A response, detailing any action taken or recommendations for further action, will be sent within thirty working days, unless we have agreed another timescale with you.<\/p>\n<p>If you are not satisfied with our response to your complaint or if your complaint concerns the CEO, please address your correspondence to the Chairman&#8217;s Committee at 19-21 Garden Walk, London EC2A 3EQ.\u00a0 Please mark your correspondence as &#8216;confidential&#8217; and it will be passed to the current Chairperson for consideration at the next Committee meeting.\u00a0 We will confirm with you any extended time frame for providing our response to your complaint within fifteen working days of receipt.\u00a0 The decision of the Chairman&#8217;s Committee is final.<\/p>\n<p>The Trustees may, in some circumstances, vary the complaints procedure for good reason, such as to avoid a conflict of interest.<\/p>\n\n","protected":false},"excerpt":{"rendered":"<p>If you have a complaint about the Foundation please refer to Schedule 1. If you have a complaint about the Coworking space, please refer to Schedule 2. &nbsp; Schedule 1: The Foundation aims to work in a constructive way with grant holders, external stakeholders and others; however, disagreements may sometimes occur. Most of the time [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"inline_featured_image":false,"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"class_list":["post-7393","page","type-page","status-publish","entry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Complaints Policy - The Rank Foundation<\/title>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints Policy - The Rank Foundation\" \/>\n<meta property=\"og:description\" content=\"If you have a complaint about the Foundation please refer to Schedule 1. 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