Get in touch if you have a concern or complaint
Power to Change is committed to providing a fair and high quality service.
If you have a complaint or are not satisfied with any aspects of your dealings with Power to Change, we would like to hear from you.
You can also contact us if you have concerns about an organisation that we have funded, or that has applied to one of our programmes. Please see below for more detail.
Anyone can raise a concern about an organisation receiving funding from Power to Change, or applying to one of our programmes. As an independent charitable Trust, we want to ensure that our funds are used appropriately for public benefit. We will consider concerns about:
However, if your concern is a personal dispute or disagreement you should address this to the organisation involved.
While we can investigate any breaches of our funding agreement with the organisation, we cannot enforce the law. If you are concerned that a law has been broken you should consider raising the issue with the appropriate regulator or, in criminal matters, the police.
Raising Concerns
You can raise a concern in writing (via email or letter). If you would prefer to speak to someone directly you can ask for someone to call you back in confidence.
Complaint resolution
Power to Change
The Clarence Centre,
6 St George’s Circus
London,
SE1 6FE
Email: concerns-complaints@powertochange.org.uk
What will we do next?
We will take any concerns seriously and may need to carry out further investigation of the organisation or the claims made. We will not be able to share information on the progress of the investigation or the action we have taken. This may need to remain confidential.
Similarly, in contacting the organisation concerned we will honour any specific requests to confidentiality that you make.
If we receive information that suggests individual people may be at risk, we may need to share this information with the police or other appropriate authorities. We would still take steps to preserve your confidentiality.
We work in partnership with a number of other funders and organisations. If you have a complaint about one of our funding programmes your first contact point should be the organisation that you applied to, or that manages your grant. They will also manage the complaints process on our behalf (and avoid you having to find your way through different policies and procedures).
For the Community Business Fund and our Initial Grants programme, please contact BE Group on 0300 1240444. Complaints can be made in writing to CBF@be-group.co.uk. The complaints policy statement can also be requested through this address.
For the Community Pub Business Support programme, please contact Plunkett Foundation. Complaints can be made in writing to info@plunkett.co.uk.
For our Blended Funding programme, please contact the relevant social investor you have applied to. For Key Fund please email info@thekeyfund.co.uk. For SASC please email sascweb@sasc.org.uk.
For our Community Shares Programme, please contact the Community Shares Unit.
If you have a non-grant related complaint or are not satisfied with your dealings with Power to Change, we would like to hear from you. We investigate any complaints that we receive and will do what we can to resolve concerns in a timely and efficient manner.
1. Complaints should be put in writing (via email or letter) and addressed to:
Complaint resolution
Power to Change
The Clarence Centre,
6 St George’s Circus
London,
SE1 6FE
Email: concerns-complaints@powertochange.org.uk
2. All complaints will be acknowledged in writing within five working days of receipt.
3. If a complaint is being taken further, the matter will be investigated and a formal response to the complaint will usually be provided within four weeks of receipt of the complaint.
4. If for any reason your complaint cannot be responded to within four weeks, you will be contacted in writing and informed of the reason for delay.
5. If you are dissatisfied with the response to the complaint, you may refer your complaint to the Chairman of the Power to Change Trust within two months of receiving the formal response.
6. It shall be entirely at the discretion of the Power to Change board as to whether they sanction any action relating to any outcomes arising from the investigation of the complaint.
7. The decision of the board will be final and, except as to matters of legality, there shall be no right of appeal.
