Complaints procedure
Complaints procedure
Raising a complaint
We pride ourselves on conducting our work in a professional manner across all areas of the organisation. If you feel there any incidents where Futures For All’s conduct has fallen below our high standards and you wish to make a complaint, we encourage you to raise any grievances with the departments responsible.
Please submit complaints within 30 days of the incident for effective investigation.
Unclear on who to raise a complaint to?
If unsure where to direct your complaint or if you’re unhappy with initial responses, contact Customer Support for assistance. They can log and escalate a complaint on your behalf.
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Email: info@futuresforall.org
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Phone: +44 (0) 300 365 5888
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Post: Unit 109, 30 Great Guildford St, London SE1 0HS
Complaint received
Complaints are treated with very high priority. If you email in about a complaint to Customer Support, you will receive a confirmation of receipt within 10 minutes. The Customer Support team will then aim to respond within an hour. They may ask you for more information about the nature of the complaint. This will help the relevant stakeholders to investigate thoroughly.
Investigation and outcome
Once all the necessary information has been gathered, your complaint will be raised with correct departments/stakeholders. A clear response will be given within 30 days.
Some investigations may take slightly longer if the complaint refers to any external suppliers or a work experience partner or is more complex in nature; we will aim to keep you informed with any updates regarding the progress of our investigation.
If unsatisfied with outcome
If you receive our final response to your complaint and are unhappy with the outcome or the way our investigation was conducted and you wish to take forward your complaint, we suggest that you contact one of the organisations listed below:
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If you’re complaint refers to a mismanagement of your data, please contact: Information Commissioner’s Office.
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As a UK registered charity (England and Wales - no 1150411 and Scotland - SC046586), we work to uphold the laws and values of the Charity Commission and the Fundraising Regulator. They will be able to investigate any complaints that are dealt with insufficiently by our official process.
How we manage personal data
To review our policies and procedures on managing your personal information, please refer to our privacy notice.