Complaints Policy

Objective
To handle complaints fairly, transparently, and efficiently, ensuring individuals feel heard and valued.

Scope
Covers complaints from service users, volunteers, staff, or third parties regarding any aspect of TLF operations.

At The Loss Foundation, we are committed to providing a high standard of service and support. We value feedback and take all complaints seriously, using them as an opportunity to learn and improve.

Who can make a complaint?

Any service user, partner organisation, volunteer, staff member, or member of the public can raise a complaint if they believe that The Loss Foundation has:

• Failed to meet reasonable standards of service,
• Acted inappropriately,
• Not taken appropriate action in a timely manner,
• Fallen short of its values or commitments.

Complaints must relate to something The Loss Foundation is directly responsible for.

How to make a complaint

We ask that complaints are submitted in writing, either:

• Through our online contact form (please state clearly that it is a complaint), or
• By email to [erin@thelossfoundation.org], or
• By post to our registered address (The Loss Foundation, PO Box 81802
  LONDON, N21 9HP).

Please include:

• Your contact details;
• A clear description of your complaint;
• Any relevant supporting information.

What happens next?

1. Acknowledgement – We will acknowledge your complaint within 5 working days of receiving it.
2. Investigation & Response – The relevant team member will investigate your complaint. We aim to provide a full response within 7 working days. If more time is needed, we’ll let you know when you can expect a final reply.
3. Escalation – If you are not satisfied with the response, you may request a further review. This will be escalated to a senior manager or Trustee, and a final written response will be issued within 14 working days of escalation.
4. Final Stage – If the matter remains unresolved, you may address your complaint to the Chair of The Loss Foundation. Please state clearly in the first line that it is an ‘Escalated Complaint for the Chair’s Attention.’

How we record and use complaints

We log all complaints to ensure transparency and improvement. This includes:

1. Contact details of the complainant;
2. The date the complaint was received;
3. A copy of the original complaint;
4. A summary of the issue raised;
5. Steps taken in response;
6. Names of the individuals managing the complaint.

Complaints are reviewed by the Board, and significant themes or learning points are incorporated into future service development.

Confidentiality and fairness

Your complaint will be handled sensitively and confidentially. We commit to treating all complainants with respect and without bias, regardless of the nature or outcome of the complaint.