Transparency & Accountability

Complaints Procedure

Your feedback helps us improve our services and maintain the highest standards

Our Commitment to Excellence

MP Foundation is committed to providing the highest standards in everything we do. We value all feedback – both positive and negative – as it helps us improve our services and ensure transparency and accountability.

If you have a complaint about any aspect of our work, including fundraising, communications, services, or the conduct of our staff, trustees, or volunteers, we encourage you to bring it to our attention.

1. How to Make a Complaint

You can make a complaint by:

info@mpfoundation.co.uk 02037781477

Please provide as much detail as possible, including:

  • What happened and when.
  • The names of anyone involved (if known).
  • How the issue has affected you.
  • What outcome you are seeking.

2. Our Commitment

We take all complaints seriously and will handle them with fairness, respect, and confidentiality.

We aim to resolve complaints quickly and at the earliest possible stage.

We will not treat anyone less favourably as a result of making a complaint.

3. Complaints Process

Stage 1: Initial Response

  • We will acknowledge your complaint within 5 working days.
  • We will aim to provide a full response within 20 working days. If we need longer, we will explain why and keep you updated.

Stage 2: Review

  • If you are not satisfied with the outcome, you may request a review.
  • A senior manager or trustee not previously involved will review your complaint.
  • We will respond within 20 working days of your request.

Stage 3: Escalation

If you remain dissatisfied, you can escalate your complaint to the relevant regulator:

External Regulatory Bodies

4. Confidentiality and Data Protection

  • All complaints will be handled in line with our Privacy Policy and the UK GDPR.
  • Information will only be shared with those directly involved in resolving the complaint.

5. Learning from Complaints

  • We review complaints regularly to identify trends and areas for improvement.
  • Serious or repeated complaints will be reported to the Board of Trustees.

6. Contact Us

If you have any questions about this Complaints Procedure, please contact us: