Complaints Policy

Our Commitment

We aim to provide the highest standards in all that we do. However, we recognise that sometimes things may go wrong, and when they do, we want to put them right as quickly and fairly as possible.
 We take all complaints seriously and view them as an opportunity to learn and improve.

What Is a Complaint?

A complaint is any expression of dissatisfaction—whether justified or not—about any aspect of our work, services, communications, or the conduct of anyone representing the organisation.

How to Make a Complaint

If you are unhappy with any aspect of our work or the way you have been treated, please contact us using one of the following methods:

  • Email: complaints.uk@iofc.org.uk

  • Post: [Insert postal address]

Please include as much detail as possible about your concern and how you would like us to resolve it.

Our Process

  • Acknowledgement:
     We will acknowledge your complaint within 5 working days of receiving it.

  • Investigation:
     Your complaint will be investigated by an appropriate member of staff or manager who was not directly involved in the matter. We may contact you if we need more information.,p>

  • Response:
     We aim to provide a full written response within 20 working days. If more time is needed, we will inform you of the reason and the expected timeframe.

  • Appeal:
     If you are not satisfied with the outcome, you may request that your complaint be reviewed by a senior manager or trustee. Their decision will be final.

    • Complaints About Personal Data

    If your complaint relates to the processing of your personal data, please contact us using the details above and we will work to resolve the matter.

    You can also raise your concern with the Information Commissioner’s Office (ICO), the UK regulator for data protection issues.
     Please note that the ICO requires you to have contacted us first before making a complaint.
     More information is available here: https://ico.org.uk/make-a-complaint/data-protection-complaints/

    Confidentiality and Learning

    All complaints will be handled sensitively and in line with our data protection obligations.
     We record and review complaints regularly to identify trends and areas for improvement.