Complaints

Last reviewed April 2025

Policy summary

We are dedicated to operating in a transparent and accountable manner that fosters trust and respect among all our stakeholders. Additionally, we aim to uphold the highest standards across all departments within our organisation.

One way we can continue to improve our services is by listening and responding to the views of our stakeholders, particularly by responding positively to complaints regarding employees, grant holders, or services and finding suitable resolutions.

We take complaints very seriously and view them as opportunities for growth. We appreciate hearing from those who take the time to help us improve. 

Our policy is:

• To provide a fair, clear, easy-to-use complaints procedure for anyone wishing to complain.
• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
• To ensure that everyone at the Foundation knows how to respond if a complaint is received and to support them through the process when necessary.
• To make sure all complaints are investigated fairly and in a timely way.
• To ensure that complaints are resolved wherever possible and that relationships are repaired.
• To gather information that helps us learn and improve our work. 

If you need any accessibility support when contacting us you can find more information on what's available on our accessibility page here. 

Definition of a complaint

At the Foundation, we see a complaint as a way for someone to express their views that something isn't quite right or could be better. Sometimes, it might not be obvious when someone is voicing a complaint, and they might not even use the word itself. However, whenever someone shares their concerns or dissatisfaction about our services or the organisations we collaborate with, we're here to listen and treat it as a valid complaint.

If you have a complaint about an organisation we partner with, we encourage you to contact them directly when appropriate. We genuinely want to support these organisations and ensure our funds are used effectively. However, please understand that we aren't responsible for their governance or for investigating any alleged issues. Service complaints are often best addressed by the organisations themselves, as they can offer the most relevant assistance and resolution.

Procedure

Whether a complaint relates to an organisation that we work with or directly about the Foundation, where possible, complainants are encouraged to correspond in writing by e-mail at enquiries@lloydsbankfoundation.org.uk

The Foundation has a three-stage process:

Stage One

Complaints will be acknowledged in writing by the person handling the complaint within five working days. The acknowledgement will say who is dealing with the complaint and when the person complaining can expect a reply. If the complaint relates to a grant assessment and our decision of whether to award funding or not then the complaint will in the first instance go to the director of the relevant team to review. If the complaint relates to an individual within the Foundation then their line manager will pick up the complaint.

In most cases, you will receive a definitive reply within four weeks. If this is not possible because, for example, an investigation has not been fully completed, a progress update will be sent to indicate when a full reply will be given.

Stage Two

If you believe your complaint has not been satisfactorily resolved at Stage One, you should provide a written explanation within four weeks of receiving the Foundation's response indicating the basis for challenging the original reply. You may then request that the complaint be further reviewed. At this stage, the complaint will be passed on to the Chief Operating Officer, who will assume responsibility for reviewing the complaint.

In most cases, you will receive a definitive reply within four weeks. If this is not possible because, for example, an investigation has not been fully completed, a progress update will be sent to indicate when a full reply will be given. 

Stage Three

If you still feel that your complaint has not been satisfactorily resolved at Stage Two, within two weeks of receiving a response from the Foundation at Stage Two, you should set out in writing why you believe this is the case, and you can request that the complaint is reviewed at Trustee level.

The Chair will appoint a relevant trustee to investigate the complaint. Whether the complaint is upheld or not, the reply to you should, where appropriate, describe the action taken to investigate the complaint. Usually, you should receive a definitive reply within six weeks. If this is not possible because, for example, an investigation has not been fully completed, a progress update should be sent to indicate when a full reply will be given.

The conclusions from the investigation and any action taken as a result of the complaint will be final.

Whistleblowing

For staff and anyone who works with the Foundation, we also have a whistleblowing policy. This policy sets out how anyone who works with us can raise concerns about any inappropriate behaviour or practice withing the Foundation. 

If you need any accessibility support when contacting us, you can find more information on what's available on our accessibility page here.