Comments, Complaints or Suggestions

The Trust aims be fair and efficient.  However, we recognise that there are always ways in which we can improve the way we work. As part of this we welcome your feedback – comments, complaints and suggestions – and these are important to us.

A comment or suggestion is:
We define a comment or suggestion as a matter which proposes an improvement / change to our systems and processes to ensure more successful delivery. All comments and suggestions will be used as part of planning the improvement and delivery of our work. We will not respond to comments and suggestions unless we have your contact details and need to clarify something with you.

A complaint is:
We define a complaint as “an expression of dissatisfaction by the public, however made, about the conduct, standard of service, actions or lack of action by the City Bridge Trust or its staff” and we deal with complaints through a simple three-stage procedure.

Please note that this procedure is not intended for cases where the Trust has taken a decision in a proper manner but with which you disagree, for example if your grant application has been rejected.  It also doesn’t apply where you wish to complain about a Third Party, for example an organisation we have funded or an individual not employed by the Trust. We will also not respond to or pursue feedback that is deemed frivolous or vexatious.

Making a concise complaint
You can make your complaint in the way that is most convenient to you. For most complaints you can phone, email citybridgetrust@cityoflondon.gov.uk, or send a letter.

If we don’t have all the information we need to deal with a complaint we will have to contact you to request it. This adds to the time taken to resolve it, so when making a complaint please be specific and explain all the relevant circumstances surrounding your complaint.

Stage one
Usually, the best people to deal with a complaint are those who you have been dealing with you internally (for example your Funding Manager) – please contact them first. They will try to sort out the problem as quickly as possible – mistakes and misunderstandings can often be sorted out immediately. Once you have made your complaint you can expect a full response within 10 working days. If we can’t deal with your complaint in full within this time we will contact you to advise you of the delay and to let you know when you can expect a full response.

Stage two
If you are not happy with the outcome from stage 1, you can take the matter further. Contact the Trust marking your correspondence for the attention of the Chief Grants Officer. The Chief Grants Officer, or a nominated senior officer, will then review your complaint. Again you can expect a full response within 10 working days or we will contact you to advise you of the delay and to let you know when you can expect a full response.

Stage three
If you are still unhappy after the stage two investigation, you can contact the Complaints Coordinator of our Trustee the City of London Corporation, by emailing complaints@cityoflondon.gov.uk.

Our final review and response will be undertaken by the Corporation’s Town Clerk & Chief Executive, or a senior officer acting on his/her behalf, and will be a completely independent investigation of your complaint. In your letter you should outline the circumstances and details of your complaint and the action you wish the City of London to take. As for the previous stages you can expect a full response within 10 working days or we will contact you to advise of the delay and to let you know when you can expect a full response.

If the stage three review doesn’t resolve your complaint and you want to take it further you should contact the Charity Commission which is the official industry regulator for all Registered Charities in England & Wales. You can find details here.

If after any stage you don’t get back to us within four weeks of our response to you we will consider that you have been satisfied with the response you have received.