The Sainsbury Family Charitable Trust (SFCT) is an umbrella organisation that facilitates the work of 17 grant making trusts and charities started by the Sainsbury family. We operate to a high standard and welcome suggestions and feedback at all times.
We recognise there may be situations where individuals or organisations feel the need to make a formal complaint about the work of a Sainsbury Family Charitable Trust charity, grant-making trust, or company and this policy sets out how a complaint can be made.
We take complaints seriously and our aim is that our policy for making a complaint is accessible, clear and fair, and that complaints are resolved in a timely manner. If you do not have a complaint, and your feedback is general, you can share that with us here on the feedback form.
What constitutes a complaint?
- A complaint will relate to an individual involved with our work, or an organisation that is funded by one of the Trusts including where you believe that terms of grant have been breached.
- Whilst we may investigate failures of grant conditions or agreement, we have no power to apply the law. If you believe the law has been broken, we advise that you contact the Charity Commission.
- Please note that we will not get involved in a personal disagreement between you and a grant holder, nor any disagreement you may have with a funding decision.
How do I make a complaint?
- All complaints should be made via email to the following email address: complaints@sfct.org.uk, or in writing to: Sainsbury Family Charitable Trusts, The Peak, 5 Wilton Road, London, SW1V 1AP. We aim to acknowledge your complaint within 7 (seven) working days. We will confirm how we are dealing with your complaint, who is dealing with it, and when you might expect a response.
- When you contact us, please include as much detail as you feel able to share. This should include the nature of the complaint, who was involved, whether you have previously raised this with us, and the best way for us to contact you.
- We aim to resolve your complaint within 28 working days of receipt; if it is likely to be longer than this, we will inform you.
- Complaints relating to a specific Trust will be handled by that Trust. Where a complaint is about SFCT, this will be handled by the CEO of SFCT.
- Complaints will be treated with respect, and in confidence. The complaint and all related information will only be shared with those who are directly involved in researching and resolving the matter.
- In conclusion, we will set out what we have decided to do in response to the complaint and what the timescale might be to make any necessary changes.
What if I don’t like the decision made?
If you are unhappy with outcome of your complaint, you must set out in writing why you feel that the matter has not been satisfactorily resolved. You must do this with 21 (twenty-one) working days of receiving our response and send it to the email address (complaints@sfct.org.uk) or via post to: Sainsbury Family Charitable Trusts, The Peak, 5 Wilton Road, London, SW1V 1AP.
If your complaint relates to a specific Trust, the Chair of the Trust, or the CEO of SFCT will consider your appeal. If your complaint relates to SFCT, then the Chair of the SFCT Management Committee will consider your appeal. We aim to respond to any appeal within 28 working days setting out our conclusions and any actions to be taken; if it is likely to be longer than this, we will inform you. All decisions taken at this stage are final and the process is at an end.
While the individual identity of complainant will be kept confidential, once a complaint has completed our senior staff will review the outcome, including reaching agreement on any improvement actions to be taken. We also commit to reviewing this policy on an annual basis.