Peter Minet 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 Peter Minet Trust or its staff” and we deal with complaints through a simple two-stage procedure.
Please note that this procedure is not intended for cases where Peter Minet 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 email firstname.lastname@example.org . You can also write a letter but please note that the Peter Minet Trust are staffed part-time and sometimes remotely, and email is the quickest way to reach us.
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.
Usually, the best person to deal with a complaint is the Director who is the only employee of Peter Minet Trust. S/he 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 response within 21 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.
If you are not happy with the outcome from stage 1, you can take the matter further by emailing or writing to the Chair of Trustees of Peter Minet Trust via email@example.com or use the office address below. As with Stage 1, once you have made your complaint you can expect a response within 21 days. We will do our best to contact you earlier, but the office is staffed part-time and it can take up to 21 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.
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.
Your personal information
If you use our complaints procedure, you are agreeing that we can use any personal information you send us for purposes connected with your complaint. We may also give your personal information to other people and organisations if we have to do so by law or if you have given us permission
Peter Minet Trust
Peter Minet Trust
66 Newcomen St
020 8037 0300