Our complaints procedure

1. Purpose & Applicability

1a. We aim to maintain high standards at all times, and our dedicated staff team will always seek to rectify any issues as quickly as possible. However, we recognise that sometimes we may fall short, and you may wish to raise a formal complaint.

1b. Please note that this procedure does not apply to funding decisions, and you cannot appeal any decision about whether we fund your organisation.

2. Raising a Complaint

2a. If you wish to raise a formal complaint, please write to the attention of the Chief Executive via email (enquiries@atjf.org.uk). If your complaint is about the Chief Executive, please write to the attention of our HR Committee via email (HRC@atjf.org.uk).

2b. All written complaints will be logged. You will receive a written acknowledgement within five working days. We aim to investigate all complaints properly and give a reply within ten working days. Our response will set out how the problem will be dealt with. If this is not possible, we will provide an interim response to inform you of the action taken to date or any actions being considered, and we will provide a planned timeline for delivering a final response.

2c. If, after we have responded, you are not satisfied, please write to the attention of the Chair of the Board of Trustees (via enquiries@atjf.org.uk) who will report the matter to the next meeting of the Trustees. The Trustees will decide on any further steps to resolve the situation.