Complaints Policy

Last updated: 27 August 2026

Safeguard Foundation CIO is committed to providing a fair, respectful and effective service. We welcome feedback and take complaints seriously because they help us identify problems, improve our work and maintain public confidence in the Foundation.

We will treat anyone making a complaint with courtesy and respect. Making a complaint will not affect your eligibility for assistance or the support you receive from us.

What this policy covers

You may make a complaint about any aspect of the Foundation’s work, including:

• The service or support you have received
• The way an application or enquiry has been handled
• Unreasonable delays or a failure to respond
• The behaviour of a trustee, member of staff, volunteer or representative
• The accessibility of our services or communications
• Information provided by the Foundation
• Our fundraising activities or communications
• The conduct of an organisation fundraising on our behalf
• How a donation has been handled
• A decision or action that you believe was unfair or inappropriate

A complaint can be made by a beneficiary, applicant, family member, carer, donor, volunteer, partner organisation or member of the public.

What this policy does not cover

This policy does not normally cover:

• Requests for information or routine enquiries
• Employment grievances, which should be addressed through the appropriate employment procedure
• Volunteer concerns that should be addressed through the Foundation’s internal volunteer procedure
• Whistleblowing concerns raised by trustees, staff or volunteers
• Disagreements with an eligibility decision where the Foundation correctly applied its published criteria
• Complaints about an independent organisation over which the Foundation has no control

However, we may consider whether the correct procedure was followed, whether relevant information was properly considered and whether you were treated fairly.

How to make a complaint

You can make a complaint by email or post:

Email: info@safeguardfoundation.co.uk

Safeguard Foundation CIO
Building 41
Newport Road
Northwood
Cowes
Isle of Wight
PO31 8BX

Please include:

• Your name and preferred contact details
• What happened and when it happened
• The names of anyone involved, if known
• Any relevant correspondence or supporting information
• What you would like us to do to resolve the matter

If you need help making a complaint or require information in another format, please contact us. We will make reasonable adjustments to help you use the complaints process.

Anonymous complaints

You may make a complaint anonymously. However, it may be more difficult for us to investigate or respond if we cannot contact you for further information.

We will consider an anonymous complaint where enough information is provided to identify a potential problem, safeguarding concern or risk to the Foundation or the people it supports.

When to make a complaint

Please raise your complaint as soon as reasonably possible after the event. This helps us obtain accurate information and investigate the matter properly.

We will normally consider complaints made within three months of the matter occurring or becoming known to you. We may consider an older complaint where there is a reasonable explanation for the delay or where the matter is particularly serious.

Stage one: initial resolution

Where appropriate, we will try to resolve the matter quickly and informally. A straightforward concern may be resolved through an explanation, correction, apology or another practical action.

If the issue cannot be resolved informally, or if you would prefer it to be treated formally, it will proceed to Stage Two.

Stage two: formal investigation

We will acknowledge a formal complaint within five working days. Our acknowledgement will explain how the complaint will be handled and when you can expect a response.

The complaint will be investigated fairly and, wherever reasonably possible, by someone who was not directly involved in the matter complained about.

During the investigation, we may:

• Ask you for further information
• Speak with the people involved
• Review correspondence, records, policies and other relevant evidence
• Seek advice from a trustee, professional adviser or appropriate external organisation

We aim to provide a written response within 20 working days of receiving the formal complaint.

If the matter is complex or requires more time, we will explain the reason for the delay and provide a revised response date.

Our response will normally explain:

• What we investigated
• The information we considered
• Whether the complaint was upheld, partly upheld or not upheld
• The reasons for our decision
• Any action we have taken or intend to take
• How to request a review if you remain dissatisfied

Stage three: review

If you are dissatisfied with the outcome, you may request a review. You should do this within 15 working days of receiving our response and explain why you believe the outcome or process was incorrect.

The review will normally be conducted by a trustee or another suitable person who was not directly responsible for the original decision or investigation.

The reviewer will consider whether:

• The complaint was investigated fairly and thoroughly
• Relevant evidence was properly considered
• The decision was reasonable
• The Foundation followed this policy
• Any proposed action is appropriate

We aim to provide the outcome of the review within 20 working days. If more time is required, we will tell you why and provide a revised response date.

The review decision will normally be the final stage of the Foundation’s internal complaints process.

Possible outcomes

Depending on the nature and outcome of the complaint, we may:

• Provide an explanation or further information
• Offer an apology
• Correct inaccurate information
• Review or reconsider a decision
• Provide additional training or guidance
• Change a policy, procedure or working practice
• Take appropriate action concerning an individual or service provider
• Refer the matter to another organisation or authority

We may not be able to provide confidential details about action involving another person.

Fundraising complaints

Complaints about fundraising will be investigated thoroughly, fairly and without unnecessary delay. This policy also applies to complaints about organisations or individuals fundraising on behalf of Safeguard Foundation CIO.

We aim to provide our final written response to a fundraising complaint within 20 working days.

If you are unhappy with our response to a fundraising complaint, or do not receive a response within four weeks, you may contact the Fundraising Regulator:

Fundraising Regulator
50 Featherstone Street
London
EC1Y 8RT

Telephone: 0300 999 3407
Website: fundraisingregulator.org.uk

The Fundraising Regulator normally expects you to raise the matter with the charity first and allow it an opportunity to respond.

Data-protection complaints

If your complaint concerns how we collect, use, store or share personal information, please contact us first at info@safeguardfoundation.co.uk.

If you remain dissatisfied, you have the right to complain to the Information Commissioner’s Office:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113
Website: ico.org.uk

Safeguarding concerns

If a complaint raises a safeguarding concern or suggests that somebody may be at immediate risk of harm, we may address it under our safeguarding procedures rather than waiting for the normal complaints process to be completed.

Where there is an immediate danger or medical emergency, call 999.

We may share relevant information with the police, emergency services, local authority safeguarding services or another appropriate organisation where this is necessary to protect somebody from harm.

Confidentiality and personal information

We will handle complaints sensitively and share information only with people who need it to investigate, respond to or learn from the complaint.

Information relating to a complaint will be handled in accordance with our Privacy Notice and applicable data-protection law.

There may be circumstances where we need to share information without consent, including where required by law or necessary to protect somebody from serious harm.

Fair treatment

Anyone making a complaint will be treated fairly and will not be disadvantaged for raising a genuine concern.

We also expect complainants to communicate respectfully. Threatening, abusive, discriminatory or persistently unreasonable behaviour may result in limits being placed on how we communicate with an individual.

We will not refuse to consider a complaint simply because it is critical or challenging.

Recording and learning from complaints

We will maintain an appropriate record of complaints, investigations, decisions and actions taken.

Complaints will be reviewed periodically to identify patterns, risks and opportunities to improve our services, fundraising and working practices.

Personal information will only be retained for as long as it is reasonably required and will be handled in accordance with our Privacy Notice.

Review of this policy

This policy was prepared on 27 August 2026 and will be reviewed periodically by the trustees of Safeguard Foundation CIO.

It may be updated sooner if our services change, new risks are identified or relevant legal or regulatory requirements are amended.