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1. Introduction At Addington Fund, we are committed to providing high-quality services and working in an open and accountable way. We recognise that there may be times when individuals feel dissatisfied with the level of service they have received. This procedure outlines how you can make a complaint and how we will handle it.

2. What is a Complaint? A complaint is an expression of dissatisfaction about the standard of service, use of personal data, actions, or lack of action by Addington Fund or its staff, trustees, or volunteers that requires a response.

3. How to Make a Complaint Complaints can be made in the following ways:

In Writing: Send a letter to Addington Fund, 9 Barford Exchange, Wellesbourne Road, Barford, Warwick CV35 8AQ

By Email: Send an email to enquiries@addingtonfund.org.uk‍ ‍

By Phone: Call us at 01926 620135

In Person: Visit our office and ask to speak with a member of staff. If you need assistance in making your complaint, we will do our best to accommodate you.

4. What Happens Next?‍ ‍

Acknowledgment: We will acknowledge receipt of your complaint within 14 working days.

Investigation: Your complaint will be reviewed by an appropriate staff member, trustee, or designated complaints officer. This may involve gathering information and speaking to relevant parties.

Response: We aim to provide a full response within 14 working days. If more time is needed, we will keep you informed of progress.

5. If You Are Not Satisfied If you are not happy with our response, you can appeal your complaint to Addington Fund’s Board of Trustees, who will review the matter and respond within 28 days. If you are still dissatisfied, you may contact: 1) The Charity Commission, for matters of conduct etc.: Website: www.gov.uk/complain-about-charity‍ ‍Phone: 0300 066 9197 2) The Information Commissioner’s Office (ICO), for matters relating to the use of data: Website and Chat Facility: https://ico.org.uk Phone: 0303 123 1113

6. Confidentiality & Data Protection All complaints will be handled sensitively and in line with data protection laws.

7. Review of Complaints Procedure This procedure will be reviewed annually to ensure its effectiveness. For further assistance, please contact us at: Addington Fund, 9 Barford Exchange, Wellesbourne Road, Barford, Warwick CV35 8AQ enquiries@addingtonfund.org.uk 01926 620135