We’re committed to providing a quality and professional service to everyone interacting with the Grand Appeal.
The Grand Appeal recognises its responsibility to deal fairly, consistently, and constructively with concerns.
Many complainants don’t want to enter a formal process. They simply want questions answered and concerns dealt with. As a result, we encourage informal resolution before engaging with the complaints policy.
If you’ve previously been in touch with us about an issue, and you feel that your issue has not been resolved to your satisfaction, the Grand Appeal offers an escalated complaints process to ensure that we have answered your queries to the best of our ability.
How to make an official complaint
- The complaints form must be completed to raise a formal complaint with the Grand Appeal.
- Please complete the complaints form in full, including providing as much detail as possible about the cause of your complaint. Please also provide copies of any documentation between us and you on the substance of your complaint.
- Complainants are strongly encouraged to provide all contact details. It may not be possible for us to investigate a complaint, verify information or respond to a complaint where complaints are anonymous.
- Complainants can request that their identity is confidential, specify why and identify why this information is sensitive. Where disclosure is legally required we can make no guarantee of confidentiality.
- Complaints will only be accepted within three months of the date that the complainant reasonably knew enough of the facts to report the issue.
What will happen next?
Once you’ve submitted your complaint, you’ll receive an acknowledgement that we have received it. Within 20 working days, we will provide you with a written decision, addressing the issues raised in your complaint via email to the address you have provided on the complaints form. If your complaint involves other people, we may contact them giving them the details of your complaint and asking for a response. This may delay the timeframe in which we respond to you. If this is the case, we will write to you via email if provided or via post if not, giving an explanation for the delay.
Where we feel we have insufficient information to pursue your complaint, we will contact you in a timely manner to ask for more information.
Where we reasonably feel that your complaint is vexatious or malicious, the complaint won’t be progressed. The definition we use to determine this will be if it is intended, or has the intent to cause worry, embarrassment or annoyance. Please note that any complaints made which require the disclosure of confidential information will not be progressed.
Please submit your completed complaint form and supporting documentation to complaints@grandappeal.org.uk or mail it to: Complaints, The Grand Appeal, 30/32 Upper Maudlin Street, Bristol, BS2 8DJ
