Contact us

By phone

General enquiries: 0207 606 6145

Press enquiries: 07734955168

To speak to us using Sign Video use the link below:

Visit us

Trust for London
Fourth Floor, 4 Chiswell Street
London
EC1Y 4UP

Transport and accessibility

The nearest underground station is Moorgate and is 0.2 miles away, and Liverpool street is 0.4 miles away.

Moorgate and Liverpool Street Underground & City Thameslink Stations are the closest stations providing wheelchair access. Access from Liverpool Street is restricted to eastbound services only.

Complaints and feedback

Our complaints policy

We’re committed to working in a straightforward and transparent way, to using our power with care and to building strong, respectful and supportive relationships with all people we work with. We strive to operate at the highest standard across all teams and commit to continuous learning and improvement.

One of the ways we can continue to learn and improve is by listening and responding to the views of all people we work with. This includes being open to feedback and engaging with complaints regarding our employees, funded partners, contractors or suppliers and finding suitable resolutions.

We take complaints seriously and treat them as an opportunity to develop. We’re grateful to hear from people willing to take the time to help us improve.

Our policy is:

• To provide a fair and accessible complaints procedure that is clear and easy to use for anyone wishing to make a complaint.
• To publicise our complaints procedure so that people know how to make a complaint to us.
• To make sure that all our employees know what to do if a complaint is received and to support them through the process where necessary.
• To make sure complaints are investigated fairly and in a timely way.
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
• To gather information that helps us to learn and improve what we do.

Definition of a complaint

A complaint is a statement that something is wrong or not good enough in the opinion of the person complaining. It may not always be clear when someone is making a complaint. The word ‘complaint’ might not be used. But wherever someone raises a concern or dissatisfaction with us or an organisation or an individual that we work with, we’ll treat it as a complaint. This may include funded partners, delivery partners, other funders, consultants, suppliers and contractors.

Where a complaint is about an organisation that we work with, we may encourage the person complaining to first approach the organisation concerned directly. In many cases complaints are better dealt with by the involved organisation directly.

There may be situations where it’s more appropriate for regulators or public authorities like the police to investigate. If we need to report a complaint to the regulators, for example with a serious incident report to the Charity Commission, we’ll let you know.

Procedure

Where possible, anyone with a complaint is encouraged to contact us in writing at our office address or by email at: info@trustforlondon.org.uk.

How the complaint is dealt with will depend whether it relates directly to Trust for London or a third-party organisation we work with. For complaints relating to our own work there are three stages for complaints, and for organisations we work with there are two stages.

Stage One

Complaints will be acknowledged in writing within five working days. We’ll confirm who’s dealing with the complaint and when you can expect a reply.

We aim to provide a full response to complaints within six weeks. If this isn’t possible, for example because our investigation hasn’t been completed, we’ll send a progress update letting you know when we’ll be able to send a final response.

Stage Two

If you feel your complaint hasn’t been satisfactorily resolved at stage one, you should let us know in writing why you believe this is the case within six weeks of receiving our final response. You can ask for the complaint to be reviewed by senior management.

If the initial complaint has been dealt with by a senior manager, a second stage review will be led by the chief executive. Where a complaint is about a senior manager or the chief executive, the stage two complaint will be passed to the Chair of the Board of Trustees. The chair may appoint an independent investigator to review the complaint.

If the complaint relates to a third-party organisation, the decision taken at this stage is final. The decision of the chair is always final.

Stage Three (complaints about Trust for London only)

If you feel that your complaint about us hasn't been satisfactorily resolved at stage two, and it hasn’t already been dealt with by the Chair of Trustees, you can request that it be escalated to chair level.

To do this you should again respond to our decision in writing within six weeks, setting out why you believe the response is unsatisfactory. The chair may appoint an independent investigator to review the complaint.

The decision of the chair is final.

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