Complaints policy

1. Introduction 

At ACEVO we are committed to providing high quality services to everyone who comes in contact with us. We are delighted to hear from those who use our services and find them helpful. However, we’re always looking to improve, so it’s really useful to hear if we occasionally get things wrong so we can put them right. If you feel we have not reached the standards you expect we want you to know what you can do and what will happen in such a case.

2. How do I complain?

Most complaints can be resolved informally. Sometimes all that’s needed is a conversation. If you would like to start with an informal complaint the first step is to contact the person involved directly or their line manager. Either drop us an email, write a letter or phone the office (you can find our contact details here).

Please give us a clear description of your complaint and what you would like us to do to sort things out. Don’t forget to include your contact details so we can get back to you with a response. If your matter is resolved no records will be kept as it has been considered an informal complaint.

If you are not happy with the response you get or you feel the complaint is serious (and you are not a member of staff) you can raise a formal complaint by contacting the head of membership Anne Wallis on or via 020 7014 4600.

Members of staff can approach their line manager or the chief executive and follow the grievance policy.

 3. What happens next? 

Your complaint will be logged and passed on to an appropriate person; within two working days we will confirm we have received your complaint. You will get a response within 10 working days. If the complexity of the case means that we expect it to take longer than 10 days we will let you know as soon as we can.

 4. If you are still not satisfied 

If you are dissatisfied with this outcome from your complaint you should let us know and your complaint will be referred to chief executive, Vicky Browning. You will hear further from her within a further 20 working days. 

If you are still dissatisfied with the outcome then you should let us know and your complaint will be referred to the next board meeting of the trustees. You will be informed of the date of that meeting. 

Clear minutes will be made as to the procedures to be carried out and you will receive full details of discussions relevant to your complaints. 

At all stages along the process, if any deadlines cannot be met you will be kept fully informed as to what is happening. 

Proceedings and records relating to complaints, will as far as practical, be kept confidential.

As a charity, we are of course regulated by the Charity Commission, so you can also use the Commission’s complaints procedure if appropriate.

5. Acting on results

We will do everything we can to put things right and will review our procedures where necessary to stop similar problems happening in future.