Do you have a complaints process?
Yes. At the Social Investment Business 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
What is the process?
We have a two stage process:
Stage 1 - When we receive your complaint, we will acknowledge it within three working days and advise you who will be responsible for responding. This will typically be the Manager of the particular department concerned who will aim to send you a substantive response within 10 working days.
Stage 2 - If you are not satisfied with the initial response received and can outline the reasons why, you can request that the complaint is escalated to stage 2 of our complaints process. We will acknowledge this within three working days and advise you who will be responsible for responding. This will usually be the relevant department Director or in some cases the Chief Executive. We will aim to respond in 10 working days.
We may find that we can get your problem resolved quickly by an initial phone call on either of the complaints stages. However, if this is not possible we make every effort to respond within our timescales but will keep you informed of any delay should our investigation take longer than anticipated.
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 firstname.lastname@example.org.
If I do not want to make a formal complaint but would like to make a suggestion or general comment how do I do this?
We are also interested in any comments that you may wish to make about any aspects of our service. Please give us a call on 020 3096 7900 or email us at email@example.com.