United Kingdom

Last updated: November 2023

We are committed to providing the best service we can however there may be a time when you need to complain about a service we have provided.  We value all feedback on any aspect of our work, including complaints and use this feedback to help identify opportunities to improve our services.

We hope that in the first instance any concerns can be dealt with informally with the member of staff concerned, or with another member of the staff team. But if an issue cannot be resolved informally, the process of making a formal complaint is below.  Please note however, decisions made by the Foundation on grant awards are final and not subject to any appeal. You can complain to The Greggs Foundation (“the Foundation”) if you believe that:

• maladministration has taken place. For example, if we have delayed, made mistakes in, or failed to follow the procedures in our application process

• we have failed to give you access to information or have given you incorrect advice or information

• we have not treated you politely

• we have discriminated against you or not treated you fairly.

We will ensure that your complaint is:

• treated seriously

• investigated thoroughly

• handled fairly without bias or discrimination

• treated confidentially

Formal complaints should be put in writing and addressed to: The Foundation Manager, Greggs Foundation, Greggs House, Q9 Quorum Business Park, Newcastle upon Tyne, NE12 8BU or via email to The Foundation Manager at complaints@greggsfoundation.org.uk You should complain within 3 months of the event or outcome that you are complaining about. You need to tell us:

• what you think went wrong

• what you think we should do to put it right

When someone else complains on your behalf, we need written confirmation from you saying that you agree for them to act for you. We are unable to accept anonymous complaints.

At first, someone who has not been involved with your original case will look fairly at your case and will consider:

• complaints about the standard of service experienced

• your dissatisfaction with a course of action taken by the Foundation

The reviewer will look into your complaint and will aim to respond to you within 30 working days. They will tell you the:

• conclusions from their review

• reasons for the outcome

In exceptional circumstances, if you are not satisfied with the response, you may write to appeal to the Chair of the Board of Trustees at Greggs Foundation, Greggs House, Q9 Quorum Business Park, Newcastle upon Tyne, NE12 8BU or via email to the Chair at complaints@greggsfoundation.org.uk If your complaint involves the Foundation Manager, you should write to the Chair in the first instance. The Chair or another member of the Board acting on their behalf will look at how the first review (if applicable) was handled, specifically if it:

• addressed the issues of your complaint

• fixed any shortfalls in our service

• conveyed the outcome clearly

• was thorough and fair

If you complain in the first instance to the Chair as the complaint involves the Foundation Manager, the Chair or another member of the Board acting on their behalf will look fairly at your case and will consider:

• complaints about the standard of service experienced

• your dissatisfaction with a course of action taken by the Foundation.

The Chair will aim to let you know the outcome within 30 working days. This will be our final response to your complaint. If you are not satisfied with the decision, we are regulated by the Charity Commission for England and Wales and further information about how you can complain can be found at Complain about a charity - GOV.UK (www.gov.uk) including any complaints about fundraising that can be reported to the Fundraising Regulator.

Foundation trustees, staff and volunteers may also raise concerns under the Foundation’s separate Whistle Blowing Policy.