Foxglove Complaints Handling Procedure

We are committed to providing a high-quality service to anyone working with us.

We recognise there may be occasions when organisations or individuals may feel that Foxglove may have fallen short of what they could reasonably expect. Your continued goodwill is appreciated by us and we expect to resolve any day to day difficulties or complaints informally and as quickly as possible. In the first instance we would hope you could raise any complaint directly with the member of staff concerned. The more formal procedure outlined below is intended for use where informal communication has not resolved the issue.

How to complain

If you would like to complain in writing please send your complaint to:

Co-Executive Director, Foxglove, International House, 36-38 Cornhill, London, EC3V 3NG

Email: info@foxglove.org.uk 

If you would rather make a complaint by phone or in person, please call us on: +44 (0) 7355 982 145. 

What will happen when you complain

We will send you a letter acknowledging receipt of your complaint within five working days of us receiving it, enclosing a copy of this procedure. 

The Director will then investigate the circumstances of your complaint. You may be contacted to make sure that we have understood your complaint properly. You may be interviewed by the person investigating the complaint. 

We will write to you within 20 working days of receiving your complaint, confirming our final position and explaining our reasons.  If the compliant is found to be justified, the Director will agree any necessary further action with you.

At this stage, if you are not satisfied, you should contact us again and we will arrange for an alternative Director or a member of our Advisory Council to review the decision. 

Any appeal must be lodged within 20 working days from the date of the original findings of the complaints investigation being sent in writing to you. The appeal will be dealt with within 20 working days of receipt of the wish to appeal by you.

This policy was updated in July 2020.