Fylde Kids Foundation

Complaints Policy and Procedures

Document Type: Policy and Procedures
Applies To: All trustees, volunteers, contractors and individuals acting on behalf of Fylde Kids Foundation
Approved By: Board of Trustees
Policy Version: 2.0
Effective Date: 1 March 2026
Review Frequency: Annually
Next Review Date: 1 March 2027
 

1. Policy Statement

Fylde Kids Foundation ("FKF") is committed to delivering its charitable activities fairly, transparently and professionally. We recognise that, despite our best efforts, concerns or complaints may occasionally arise.

We welcome feedback and view complaints as an opportunity to learn, improve our services and maintain public confidence in the charity.

All complaints will be treated seriously, fairly, confidentially and without discrimination.

This policy has been developed in accordance with:

• The Charities Act 2011
• Charity Commission guidance and best practice principles
• The Data Protection Act 2018 and UK GDPR
• The Equality Act 2010

​

2. Purpose

The purpose of this policy is to:

• Provide a clear and accessible complaints procedure
• Ensure complaints are handled fairly and consistently
• Promote openness and accountability
• Resolve concerns promptly and appropriately
• Identify opportunities to improve the charity's activities and services

​

3. Scope

This policy applies to complaints relating to:

• The conduct of trustees or volunteers acting on behalf of FKF
• The standard of services provided by FKF
• Communication from the charity
• Fundraising activities
• Charity events and activities
• Administrative errors or delays
• Failure to follow charity policies or procedures

This policy applies to complaints made by:

• Service users and beneficiaries
• Parents and carers
• Members of the public
• Donors and supporters
• Partner organisations
• Volunteers

​

4. Matters Not Covered by This Policy

This policy does not apply to:

• Safeguarding concerns, which should be dealt with under the Safeguarding Policy and Procedures
• Allegations of criminal activity, which may be referred to the Police
• Employment matters, should the charity employ staff in the future
• Requests made under data protection legislation

​

5. Funding and Grant Decisions

Fylde Kids Foundation receives applications that often exceed the funds and resources available.

Trustees must exercise discretion when making funding decisions and consider each application on its own merits and in line with the charity's objects and available resources.

Funding decisions are normally final and cannot be appealed simply because an applicant disagrees with the outcome.

However, a complaint may be made if there is evidence that:

• The application was not processed correctly
• Relevant information was not considered due to an administrative error
• The charity failed to follow its own procedures
• There is evidence of unfairness, discrimination or inappropriate conduct

The complaints process will review whether procedures were followed correctly. It does not guarantee that a funding decision will be changed.

​

6. Complaints

Principles

Fylde Kids Foundation will:

• Treat all complainants with dignity and respect
• Handle complaints fairly and objectively
• Listen to concerns and consider all relevant information
• Maintain confidentiality wherever possible
• Respond within reasonable timescales
• Learn from complaints and improve practices where appropriate

We expect complainants to:

• Treat trustees and volunteers respectfully
• Provide accurate information
• Raise concerns honestly and in good faith
• Avoid abusive, threatening or discriminatory behaviour

The charity reserves the right to end communication where behaviour becomes abusive, threatening or unreasonable.

​

7. Making a Complaint

Complaints should normally be submitted as soon as possible and ideally within three months of the matter arising.

Complaints should include:

• Name and contact details of the complainant
• Details of the complaint
• Relevant dates and information
• Any supporting evidence
• Details of the outcome sought

Complaints may be submitted:

• By email
• In writing
• Through the charity's website contact methods

Anonymous complaints may be considered where sufficient information is available, although this may limit the charity's ability to investigate.

​

8. Informal Resolution

Where appropriate, concerns should first be raised informally.

Many issues can be resolved quickly through discussion, clarification or explanation.

If an informal resolution is not possible or appropriate, the matter will proceed under the formal complaints process.

​

9. Formal Complaints Procedure

Stage One

The complaint will be acknowledged within ten working days wherever reasonably possible.

The charity will:

• Review the complaint
• Gather relevant information
• Speak with those involved where necessary
• Consider relevant policies and procedures

A response will normally be provided within twenty working days.

The response may include:

• An explanation
• An apology where appropriate
• Details of action taken
• Recommendations for improvement
• Reasons why the complaint has not been upheld

Stage Two

If the complainant remains dissatisfied, they may request a review within twenty working days of receiving the Stage One response.

The review will normally be considered by trustees who were not directly involved in the original matter wherever possible.

The Stage Two review decision will normally be considered final.

​

10. Complaints About Trustees

Complaints concerning trustees will be considered fairly and objectively.

Where necessary, trustees may:

• Seek independent advice
• Refer matters to external agencies
• Consider conflicts of interest
• Exclude individuals from decision-making where appropriate

Serious concerns may require referral to the Charity Commission or other authorities.

​

11. Malicious or Vexatious Complaints

FKF recognises the right to make genuine complaints.

However, the charity may refuse to continue dealing with complaints that are:

• Deliberately false
• Repetitive without new evidence
• Abusive or threatening
• Intended primarily to harass individuals or disrupt the charity's activities

Any decision to end correspondence will be proportionate and recorded.

​

12. Confidentiality and Data Protection

Information relating to complaints will:

• Be treated confidentially wherever possible
• Be shared only where necessary to investigate the complaint
• Be handled in accordance with the Data Protection Act 2018 and UK GDPR

Records will be retained only for as long as reasonably necessary and in accordance with the charity's data retention arrangements.

​

13. Learning and Continuous Improvement

Complaints provide valuable opportunities for learning.

The charity will:

• Monitor complaint trends
• Identify recurring issues
• Review procedures where appropriate
• Take reasonable steps to improve services and governance

​

Policy Review

This policy applies to all trustees, volunteers, contractors and individuals acting on behalf of Fylde Kids Foundation.

Fylde Kids Foundation is committed to handling complaints fairly, transparently and professionally and to using feedback as an opportunity to improve its services and activities.

This policy will be reviewed annually, or sooner if required due to:

• Changes in legislation or regulatory guidance
• Learning arising from complaints or investigations
• Significant changes to the charity's activities or structure
• Changes to internal procedures or governance arrangements

Policy Owner: Board of Trustees, Fylde Kids Foundation
Policy Version: 2.0
Effective Date: 1 March 2026
Review Frequency: Annually
Next Review Date: 1 March 2027