New Capital Link

Foundation Complaint Policy

Introduction

New Capital Link Foundation is committed to transparency, integrity, and excellence in our work. We value feedback from our stakeholders and the public as it helps us improve our operations and better fulfill our mission. This policy outlines how we handle complaints and concerns.

Scope

This policy applies to all complaints related to:

• Our selection process for causes to support
• Staff conduct and professionalism
• Communication and transparency
• Any other aspect of our operations

How to Submit a Complaint

Complaints can be submitted through the following channels:

1. Email: complaints@newcapitallink.co.uk
2. Website: Via our feedback form at www.newcapitallink.co.uk

When submitting a complaint, please include:

• Your name and contact information
• A clear description of the complaint
• Any relevant supporting documentation
• Your preferred resolution (if applicable)

Our Process

1. Acknowledgment: We will acknowledge receipt of your complaint within 3 business days.
2. Investigation: All complaints will be thoroughly investigated by our designated complaints officer.
3. Resolution: We aim to resolve all complaints within 15 business days. If more time is required, we will inform you of the progress.
4. Response: You will receive a formal response addressing your concerns and outlining any actions taken.

Special Note Regarding Cause Suggestions

While we do not accept donations, we value your suggestions for causes to support. If your complaint relates to how your suggestion was handled or evaluated, please specify this in your complaint.

Appeals Process

If you are not satisfied with the resolution of your complaint, you may appeal the decision by:

1. Requesting a review by our Executive Director within 30 days of receiving our response
2. Providing any additional information that may be relevant to your case

Confidentiality

All complaints will be handled with appropriate confidentiality. Information will only be shared with those necessary to resolve the complaint.

Continuous Improvement

We use complaint data to identify trends and improve our processes. A summary of complaints (anonymized) and actions taken will be reported to our Board of Directors quarterly.