Concerns and Complaints Policy
FNL is an accessible and transparent charity and we take any concerns or issues with our work very seriously. The text below provides a broad summary of our policy - the full policy can be downloaded here.
1. Our concerns and complaints policy exists to:
provide a fair process which is clear and easy to use.
ensure we investigate all complaints fairly and in a timely way
make sure we resolve issues with clear outcomes as needed
learn from any concerns that are raised so that we can continuously improve what we do
2. Where might complaints come from?
Concerns or complaints may come from FNL members, applicants, grant holders, strategic partners, suppliers or other parties that take an interest in our work.
3. Confidentiality
We handle all complaints sensitively and in confidence. We only share information with those who need to know and following relevant data protection requirements.
Responsibility for this policy and its implementation lies firstly with the Ethics Committee of the charity and ultimately with all of its Trustees.
