The Access to Justice Foundation Complaints Procedure
We aim to maintain high standards at all times but recognise that sometimes we may fall short.
If you have a complaint about any aspect of the Access to Justice Foundation, please first speak to the relevant staff member. If you feel this is difficult or inappropriate then speak to the staff member’s manager.
Please note that you cannot appeal any decision made by our Trustees about whether or not we fund your organisation.
Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within five working days.
If you are not satisfied with our response or wish to raise the matter more formally, please write to the Chief Executive (clarecarter@atjf.org.uk). If your complaint is about the Chief Executive, please write to the Chair of our HR Committee (mauramcgowan@atjf.org.uk).
All written complaints will be logged. You will receive a written acknowledgement within five working days.
The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.
If after we have responded you are not satisfied, please write to the Chair who will report the matter to the next meeting of the Trustees, which will decide on any further steps to resolve the situation.
June 2023
