Complaints

We are committed to the highest levels of customer service and will do our best to ensure that your needs are listened to and met. This is why your feedback is invaluable. 

If you feel that we have done well or have a suggestion for the future please tell us.

Do you have a complaints process?

Yes. At the Social Investment Business Group we always try to give the best service possible. However, we recognise that sometimes this does not always happen and that there may be instances where our service falls below reasonable expectation. On such an occasion, you may wish to make a complaint.

What can I complain about?

You can complain if you believe that:

  • we have delayed, made mistakes in or failed to follow our stated processes
  • we have failed to give you access to information or have given you incorrect advice or information
  • we have not treated you politely or honestly
  • we have discriminated against you or not treated you fairly.

Can I appeal against a funding decision?

If your complaint is concerning a funding application decision you should contact the investment team member you have been dealing with or the member of staff you submitted the application to. We will only consider an ‘appeal’ if:

  • when investigating a complaint we discover that we did not correctly follow our procedures
  • you can show that we have misunderstood a significant part of your application
  • you can show that we did not take notice of relevant information.

We always aim to provide an appropriate level of feedback to unsuccessful applicants. Once applicants have addressed any issues/areas raised as part of this feedback they are welcome to submit a further application, subject to funds being available.

How can I make a complaint?

You can make a complaint by phone, email, in person or via complaints@sibgroup.org.uk.


Complaints


Please write to the Complaints Administrator at Social Investment Business, CAN Mezzanine, 7-14 Dover Street, London, SE1 4YR

Or email us

Instant feedback


We want to continuously improve our business and to do so we listen to our customers. If you would like to feedback on any part of our business, you can by following the link below...

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