Complaints

How to Raise a Concern or Make a Complaint

Please use the guidance below to raise a concern or a make a complaint with the Kurikindi Foundation. What is the difference between a concern and a complaint?

– A concern is when you have a query, worry or doubt about our staff, service or organisation and would like to be personally reassured about why we work in the way we do

– A complaint is when you are dissatisfied with something that we have done or not done and wish something to be done about it

Concerns and complaints are opportunities for us to learn and improve our service. If we find something needs to be put right as a result of a concern or complaint, we will always apologise and take appropriate action as necessary. We will openly share with you any lessons we have learnt and any changes we make to our service.

Our commitment to you

We guarantee that we will:

always treat you with politeness and respect
keep everything you say held appropriately in confidence
ensure any member of personnel directly involved in a concern or complaint will not be involved in its investigation or processing
support you through the entire process of raising a concern or making a complaint
keep you up-to-date on the process as it unfolds
signpost you to an authority if you are not happy with any resolution we offer

If you have a concern or complaint

Step One

Please contact us by:

email at info@kurikindifoundation.org, putting either “Concern” or “Complaint” in the title of the email

Please explain:

what your concern or complaint is, giving evidence where possible
why you are dissatisfied
what outcome you would like to see
your name, address and contact telephone number
your relationship with our organisation

Step Two

Concerns
We will acknowledge your email in writing within five working days of receiving it and, if possible, respond immediately to the concern there and then. If this is to your satisfaction, we will close the case. If you are not satisfied, we will then use our complaints procedure to deal with the issue.

Complaints
We will acknowledge your email within five working days of receiving it. Within five working days after that, we will convene a special meeting with a quorum of the Board of Trustees to discuss your complaint. We will inform you of the date of the meeting and the date after this upon which we will contact you with our response in writing.

Step Three
We will offer a response to your complaint in writing. If this is to your satisfaction, the case will be closed. If you remain unsatisfied, we will either refer the complaint back to the quorum again or inform you how you can contact an external charity regulator to escalate the complaint.

Conditions under which we may not respond
We withhold the right to not investigate, process or respond to certain concerns or complaints. These may include:

when the Kurikindi Foundation is not evidently responsible for the concern or complaint being made
if the concern or complaint is regarding an aspect of our governance or service, or a member of personnel, that has not been part of the organisation for over 12 months
when a complainant unreasonably pursues a concern or complaint that has already been resolved
when a complainant is prejudiced or offensive in their manner
when a complainant abuses, threatens or harasses personnel
when a concern or complaint is made anonymously, although the issue may still be investigated towards improving our organisation

Please be in touch with us if you have any query with this procedure.