Complaints Policy
Approved by the Trustees of The Spark Foundation, 13 June 2025
The Spark Foundation very much hopes that its actions will not give rise to complaints but it recognises that this may happen. All trustees should be familiar with the complaint procedure. They should understand their role in relation to complaints, the procedure and the principles behind it.
At each stage of the complaint procedure, we will identify a Complaint Handler, who will investigate and respond to the complainant. Their role is to try and resolve the complaint effectively, to avoid unnecessary delays and distress for the complainant. In the event of any unavoidable delays, the Complaint Handler must notify the complainant in writing, and advise when they should expect a response. The Complaint Handler will always treat the complainant with respect and respond to correspondence in a timely manner, and with sensitivity to any additional needs arising from disability or language barriers. It is also expected that the complainant will communicate in a respectful manner. Should the complainant behave unreasonably, the complaints process may be ended and a record kept of why this was necessary. We will not tolerate abuse of our trustees or staff.
Records of complaint investigations and outcomes will be held confidentially, with access restricted to authorised people.
How do I make a complaint?
Complaints should be raised by email to the Spark Foundation administrator:
admin@sparkfoundation.org.uk
If the complaint is against the administrator, it should be sent instead to the Chair:
chair@sparkfoundation.org.uk
Complaints Procedure
Stage 1 – Investigation
The Chair of the Spark Foundation will act as Complaint Handler, or appoint an alternative trustee if appropriate.
The Complaint Handler will contact the complainant within 5 working days to acknowledge receipt of the complaint, explain how it will be investigated, and arrange a suitable day and time to discuss the complaint with them. These discussions may take place by telephone, video call or by email, depending upon the needs and wishes of the complainant.
The Complaint Handler will investigate the complaint, and if upheld, try to identify a suitable resolution. We aim to complete this process within four weeks. The complainant will receive a written response with the outcome of the investigation and our proposed resolution. In the event that a complaint is not upheld, the Complaint Handler will explain the reason for this.
If the complainant is not satisfied with the outcome of the investigation, or proposed resolution, they may ask to appeal the decision.
Stage 2 – Appeal
If the complainant appeals the decision made at Stage 1, a trustee who has not been involved in any way with the complaint to date will be identified to act as Complaint Handler. They will contact the complainant within 5 working days to acknowledge receipt of the appeal request, explain how the appeal will be handled, discuss with the complainant why they are not satisfied with the outcome, and ask them what they would like to happen.
The Complaint Handler will look into the complaint again, discuss their findings with the board of trustees and agree a final response. We aim to complete this process within 4 weeks, and the complainant will receive a final decision in writing.
Can I take my complaint elsewhere?
You can report the Spark Foundation to the Charity Commission if you believe that we are not doing what we claim to do, are losing lots of money, harming people, being used for personal profit or gain, or involved in illegal activity.
How to raise a complaint with the charity commission:
PO Box 211, Bootle, L20 7YX
0300 066 9197
www.gov.uk/government/organisations/charity-commission
If your complaint relates to fundraising and we are unable to resolve it to your satisfaction, you can refer it to the fundraising regulator:
Fundraising Regulator
Eagle House, 167 City Road, London EC1V 1AW
0300 999 3407
www.fundraisingregulator.org.uk