Complaints Policy

1. Purpose

The LoveReading Foundation is committed to acting with integrity, fairness, dignity and transparency. We welcome feedback and take complaints seriously. Complaints help us identify where something has gone wrong, put matters right where possible and improve our work.

This policy explains how an individual or organisation can complain about the Foundation and how we will respond. No person will be disadvantaged or treated less favourably because they have raised a concern in good faith.

2. Scope

This policy applies to complaints about:

• the Foundation’s services, programmes or communications;
• the behaviour or conduct of a trustee, member of staff, volunteer or person acting on the Foundation’s behalf;
• fundraising practices, approaches or communications;
• the way the Foundation has handled personal information or communicated with a supporter;
• the administration of partnerships, grants, donations or school-support activity; and
• a failure to follow an agreed policy, process or standard.

A complaint is an expression of dissatisfaction that requires a response. A request for information, general comment, service enquiry or disagreement with a properly made decision is not necessarily a complaint, although we will explain the appropriate route.

3. Matters handled under another process

Some concerns require a different procedure. We will explain this and redirect the matter where appropriate:

• Safeguarding concerns will be handled immediately under the Foundation’s Safeguarding Policy and may be referred to the police, local authority or another safeguarding agency.
• Concerns about serious wrongdoing raised by a worker or volunteer may fall under the Foundation’s Whistleblowing Policy.
• Employment grievances or disciplinary matters will be handled under the relevant employment procedure.
• Requests to exercise data-protection rights will be handled under the Privacy Notice and applicable data-protection procedure. A complaint about our use of personal data may still be considered under this policy.
• A challenge to a grant or beneficiary-selection decision will be considered only where there is evidence that the published process was not followed, material information was overlooked, there was a conflict of interest or the decision was otherwise procedurally unfair. The policy does not provide a general appeal against a properly reached discretionary decision.
• Allegations of fraud, theft, abuse, terrorism or other criminal conduct should be reported to the police or relevant authority. The Foundation may also make a serious-incident report to the Charity Commission where required.

4. Our principles

We will:

• make it straightforward to raise a complaint and offer reasonable adjustments or alternative formats where needed;
• listen respectfully and handle complaints fairly, proportionately and without avoidable delay;
• ensure that the person investigating is sufficiently independent of the events complained about;
• protect confidentiality as far as possible while allowing a fair investigation;
• prioritise the welfare, privacy and best interests of children and schools;
• explain our findings, any remedy and any learning or improvement identified; and
• keep appropriate records and report themes and serious matters to the Board.

5. How to make a complaint

Complaints can be made by email to hello@thelovereadingfoundation.org, through the website contact form, or in writing to The LoveReading Foundation at 157 Shooters Hill, London SE18 3HP. If you need help to make a complaint or need a response in another format, please tell us.

Please provide, where possible:

• your name and contact details;
• what happened, including relevant dates and people or organisations involved;
• any supporting information;
• what you have already done to try to resolve the matter; and
• what outcome you are seeking.

We encourage complaints to be made within three months of the event or of the complainant reasonably becoming aware of it. We may accept a later complaint where there is a good reason and it remains possible to investigate fairly.

Anonymous complaints will be considered where sufficient information is provided, particularly where safeguarding, fraud, serious misconduct or risk to the charity is alleged. However, anonymity may limit our ability to investigate or report an outcome.

6. Complaints process

Stage 1 – Initial review and response

1. We will acknowledge the complaint within five working days and confirm who is handling it.
2. We may contact the complainant to clarify the issues, desired outcome or any reasonable adjustment required.
3. The complaint will be reviewed by the Founder/Acting Chief Executive or another appropriate person who has not been directly involved in the matter. Complaints about that person will be referred to the Chair of Trustees.
4. We aim to provide a written outcome within 20 working days of receiving the complaint. If the matter is complex or depends on information from others, we will explain the delay and provide a revised timescale.
5. The response will set out the issues considered, the findings, whether the complaint is upheld in whole or in part, any action or remedy and how to request a Stage 2 review.

Stage 2 – Review

If the complainant remains dissatisfied, they may request a review within 20 working days of the Stage 1 response. They should explain why they believe the response or process was inadequate and identify any relevant information that was not considered.

1. The review will normally be carried out by the Chair of Trustees or a trustee appointed by the Chair who was not involved at Stage 1.
2. If the complaint concerns the Chair, the review will be conducted by the Vice-Chair, another independent trustee or an appropriate independent person appointed by the Board.
3. The reviewer will consider whether the investigation was fair and proportionate, whether the conclusions were reasonable on the available evidence and whether any further action is required.
4. We aim to issue the final written response within 20 working days. If more time is needed, we will explain why and provide a revised timescale.
5. The Stage 2 response is the end of the Foundation’s internal complaints process.

7. Possible outcomes

Depending on the circumstances, an outcome may include:

• an explanation or clarification;
• an apology;
• correction of inaccurate information;
• reconsideration of a process where procedural unfairness is established;
• a change to practice, guidance, training or supervision;
• restorative action or another proportionate remedy;
• disciplinary, contractual or governance action, where appropriate; or
• no further action where the complaint is not upheld.

For reasons of privacy and confidentiality, we may be unable to disclose specific action taken in relation to another person.

8. Safeguarding and urgent risk

A complaint suggesting that a child or adult is at immediate risk will not wait for the normal complaints timetable. It will be referred immediately to the Foundation’s Designated Safeguarding Lead and, where appropriate, to emergency services, the police, the local authority or another statutory agency. Call 999 where there is an immediate danger.

The Foundation will not investigate in a way that compromises a safeguarding, police or regulatory investigation. The complaints process may be paused or adapted and the complainant will be told as much as can safely and lawfully be shared.

9. Fundraising complaints

Fundraising complaints will be considered in line with this policy and the Code of Fundraising Practice. We aim to resolve them promptly and will keep the Board informed of material issues and trends.

A complainant who remains dissatisfied after completing our process may contact the Fundraising Regulator, where the matter falls within its remit. The Regulator normally expects the complainant to raise the matter with the charity first and allow at least four weeks for a response. Current information is available at www.fundraisingregulator.org.uk.

If the complaint relates to an advertisement that may be misleading, harmful or offensive, the complainant may also contact the Advertising Standards Authority at www.asa.org.uk. Unwanted fundraising communications may also be addressed through the Fundraising Preference Service, where applicable.

10. Other external routes

The Charity Commission is not an appeal body for routine dissatisfaction with a charity. It may consider serious concerns, such as significant harm to beneficiaries, serious financial loss, misuse of charitable funds, personal benefit or illegal activity. Guidance is available at www.gov.uk/complain-about-charity.

A complaint about the Foundation’s handling of personal information may be raised with the Information Commissioner’s Office at www.ico.org.uk after giving the Foundation an opportunity to respond.

Nothing in this policy prevents a person from contacting the police, a regulator or safeguarding authority directly where the matter is urgent, criminal or otherwise appropriate for immediate referral.

11. Fairness, confidentiality and conflicts of interest

Information will be shared only with those who need it to assess, investigate or respond to the complaint, or where disclosure is required by law or necessary to protect a person from harm. We will handle personal information in accordance with our Privacy Notice.

Anyone with a material conflict of interest or direct involvement in the complaint will not decide its outcome. The Foundation may appoint an independent investigator or adviser where the seriousness or complexity of the complaint makes this appropriate.

12. Unreasonable, persistent or abusive behaviour

We will not reject a complaint simply because it is critical, persistent or strongly expressed. However, we may limit or change how we communicate where behaviour is abusive, threatening, discriminatory, knowingly false, excessively repetitive or places a disproportionate demand on limited charitable resources.

Where restrictions are necessary, they will be proportionate, authorised by a senior person or trustee, explained in writing where safe to do so and reviewed if circumstances change. Threats, harassment or suspected criminal behaviour may be reported to the police.

13. Records, learning and reporting

The Foundation will maintain a secure complaints log recording the nature of the complaint, relevant dates, outcome, action taken and any learning. Records will be retained in accordance with the Foundation’s retention schedule and Privacy Notice.

The Board will receive proportionate information about complaint numbers, themes, outcomes, overdue cases and improvements. Serious complaints, safeguarding matters, significant reputational risks and potential serious incidents will be escalated promptly to the Chair and Board rather than waiting for routine reporting.

14. Responsibility and review

The Board of Trustees is responsible for ensuring that the Foundation has an effective complaints process. The operational lead is responsible for its day-to-day administration, maintaining records and ensuring that agreed actions are completed.

This policy will be reviewed at least every two years and sooner following a serious complaint, material regulatory change or significant change to the Foundation’s activities.

15. Contact details