The Foundation tries to work in a constructive way with grant holders, external stakeholders and others; however disagreements sometimes occur. Most of the time these can be remedied by informal discussions with the people involved, and this is the approach we encourage as a first step, as in the great majority of cases matters can then be resolved quickly and straightforwardly. However if this does not work, or you think it unsuitable, we have a formal process for handling complaints independently of the person you are working with.
If you have a complaint which you have been unable to resolve informally, please write to Josh Hillman (Director of Education) who will investigate it and propose a resolution. If your complaint concerns Josh himself, please write to Teresa Williams (Director of Social Research and Policy). Both are at 28 Bedford Square, London WC1B 3JS. Complaints must be received in writing and should make it clear that it is a formal complaint. They will be investigated in confidence, only involving those whose views are necessary to establish what has happened.
The Foundation will not consider complaints concerning:
The decision about whether or not to offer a grant
The amount offered as a grant
Changes in Foundation policies, which are properly the responsibility of Trustees
The activities of grant holders, which are properly the responsibility of grant holders.
Once your complaint is received, we will send you an acknowledgement within five working days of receiving your complaint, and investigate and send you a reply within 25 days, unless we have agreed another timescale with you.
If you are not still satisfied with our response to your complaint, then you should write to the Director (at the same address), who will re-examine the issue and our response.