Complaints Policy

At Power to Change we try to give the best service possible. We are interested in any comments that you may wish to make, so don’t worry whether your concerns fit with the description of a complaint.

What to do if you are concerned about an organisation that we fund, or that is applying to us

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:

  • A current application for funding
  • Alleged breaches of the terms and conditions of a current funding agreement

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.

 

What to do if you have a non grant related complaint

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.