Complaints Policy

Purpose of This Policy

The Women’s Fund for Nature (“WFN”) is committed to operating transparently, ethically, and in the best interests of our beneficiaries, partners, supporters, and the public. We recognise that despite our best efforts, concerns or dissatisfaction may arise.

This policy:

  • Provides a fair, accessible process for raising complaints

  • Ensures complaints are handled promptly, respectfully, and constructively

  • Helps WFN learn, improve, and maintain high standards of governance

  • Supports trustees’ legal duties to act in the charity’s best interests and manage risk effectively

Scope

This policy applies to:

  • Members of the public

  • Members of the Fund

  • Partner organisations and grant recipients

  • Volunteers, contractors, and representatives of WFN

  • Anyone who has had contact with WFN through events, communications, or funded work

It covers complaints about:

  • Conduct of trustees or representatives of the charity

  • The quality or delivery of WFN’s activities

  • Grant-making decisions or processes

  • Behaviour at WFN events

  • Safeguarding concerns (these will also follow the Safeguarding Policy)

  • Misuse of information, resources, or conflicts of interest

This policy does not cover:

  • Whistleblowing about serious wrongdoing (see Whistleblowing Policy)

  • Appeals against strategic decisions or trustee majority decisions unless procedure was improper

Principles

WFN is committed to:

  • Respect: Treating all complainants with courtesy

  • Fairness: Handling complaints objectively and without bias

  • Confidentiality: Protecting personal information appropriately

  • Accessibility: Making the complaints process simple and understandable

  • Timeliness: Responding promptly at all stages

  • Improvement: Learning from issues to improve practice

How to Make a Complaint

Complaints can be submitted:

  • By email

  • In writing

  • Verbally (will be documented by the receiving trustee)

Contact: 

Email: enquiries@womensfundfornature.org

Postal address: The principal office of WFN (as stated at the Charity Commission)

Complaints should include:

  • Name and contact details (anonymous complaints will be accepted but may limit the investigation)

  • A clear description of the concern

  • Any evidence or relevant details

  • What outcome you are seeking

Stages of the Complaints Process

Stage 1 – Informal Resolution

Where appropriate, concerns will be addressed informally by a trustee or representative. WFN aims to resolve informal complaints within 10 working days. If the complainant is dissatisfied or prefers a formal route, Stage 2 is available.

Stage 2 – Formal Complaint to the Trustees

Acknowledgement

WFN will acknowledge receipt within 5 working days.

Investigation

A trustee not involved in the complaint (or the Chair) will be appointed to investigate. If the complaint concerns the Chair, another trustee will lead the process. Investigations may include:

  • Speaking with the complainant

  • Reviewing documents

  • Interviewing involved parties

  • Consulting relevant policies (e.g., Safeguarding, Conflicts of Interest)

Response

A written response will be sent within 20 working days, outlining:

  • Findings

  • Any actions to be taken

  • Any learning or procedural changes

Where more time is needed (for example, due to safeguarding implications), an interim update will be provided.

Stage 3 – Appeal to the Full Board of Trustees

If the complainant is dissatisfied with the outcome:

  • They may appeal within 15 working days of receiving the decision

  • The appeal will be reviewed by trustees not previously involved

  • A final written decision will be issued within 20 working days

The decision at this stage is final.

Safeguarding-Related Complaints

Complaints involving (as detailed below) will be treated as safeguarding concerns and follow the escalation procedures in the Safeguarding Policy.

  • Risk of harm to children or adults

  • Misconduct of a safeguarding nature

  • Unsafe safeguarding practices at funded organisations

If nececsary, WFN will refer concerns to:

  • Local authority safeguarding teams

  • Police

  • Charity Commission (Serious Incident Reporting)

Vexatious or Malicious Complaints

WFN may decide to restrict or refuse to process a complaint if it is:

  • Repeated without new information

  • Malicious, abusive, or deliberately misleading

  • Designed to harass or disrupt charitable operations

This decision will be made by a minimum of two trustees.

Recording and Learning

WFN will:

  • Record all formal complaints securely

  • Maintain confidentiality in line with data protection requirements

  • Review complaints annually to identify themes and improvements

  • Report any serious incidents to the Charity Commission where required

This aligns with the Constitution’s requirements for keeping records (Clause 24) and managing the charity effectively (Clause 9).

External Review

If the complainant believes WFN has not acted properly or trustees have failed in their duties, they may contact:

  • Charity Commission (for serious governance concerns)

  • Police or safeguarding authorities (for criminal or safeguarding issues)

WFN will cooperate fully with external regulators.