Founders4Schools’ Complaints Policy




Introduction

Founders4Schools aims to provide all users of its services with the best possible experience. However, we recognise that sometimes things can go wrong, and if this happens we want to ensure any concerns are investigated thoroughly and in a timely manner.

Usually, when something goes wrong a quick conversation at the time the problem has occurred can put things right. However, if the complaint cannot be resolved informally, or is believed to be of a more serious nature, we have in place a formal process in place to investigate.


Stage 1 Complaint

Please address your complaint in the first instance to the Community Manager.

Complaints regarding Workfinder to: complaints@workfinder.com

Complaints regarding Founders4Schools to: complaints@founders4schools.org.uk

Letters can be sent to our postal address:

Founders4Schools
22 Chancery Lane
London
WC2A 1LS

We will aim to investigate and respond to your complaint as quickly as possible, but the length of time will depend on the nature of the complaint. We will acknowledge receipt of the complaint and seek to give you an indication of how long it will take to respond to in full within 5 working days of receipt of the complaint. Except in exceptional circumstances, we expect all complaints investigations to be concluded within 28 days.

Stage 2 Complaint

If you are not satisfied with the response from the Community Manager, you can ask for your complaint to be further investigated by a member of the Senior Management Team. You will be advised of a named member of staff who will undertake this investigation.

Contact details and timescales are as set out for Stage 1.

Stage 3 Complaint

If after the member of the Senior Management Team has further investigated your complaint you still do not believe the matter has been satisfactorily concluded, the final stage is for an independent member of the Board of Trustees, Melissa Di Donato, to review all steps taken to investigate the complaint.

Please contact Founders4Schools as previously advised, and your complaint will be forwarded to Melissa Di Donato.

Contact details and timescales are as set out for Stage 1.