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Complaints policy 

This policy relates to complaints about Clean Air Fund and its work (from those outside of the organisation).

Introduction

Clean Air Fund strives for excellent standards in its work and welcomes feedback from individuals, grantees, stakeholders, funding bodies and anyone who works with us, on all aspects of our work. Such feedback is invaluable in helping us evaluate and improve our work.  

If you have any feedback (positive or negative) about our work please reach out to the Clean Air Fund staff you are working with or their manager as soon as possible, so they can take your feedback onboard or quickly understand your concerns and try to address. If you are not happy with the response to your concern and/or you want to make a formal complaint please follow the procedure below. 

If you have a concern about suspected wrongdoing or danger (such as failure by Clean Air Fund to comply with our legal obligations, putting the environment in danger, a miscarriage of justice or any concealment related to the aforementioned), please refer to our Whistleblowing policy.  

Making a complaint  

If you want to make a complaint: 

Please contact us at the following email address: complaints@cleanairfund.org 

Ideally complaints should be made in writing to the above email address as soon as possible and within three months of knowing about the complaint.   

  • Include your name, (the name of your organisation) address and contact number so that we can get in touch with you easily.  If you are complaining on behalf of an organisation, please confirm that you are authorised to raise the complaint on their behalf. 
  • Details about the circumstances giving rise to your complaint (the subject matter, the relevant dates, who was involved), if due to the sensitive nature of the complaint you may prefer to have a conversation rather than providing information in writing, please indicate this. 
  • If you have thoughts on a proposed resolution, please include these – we aim to reach the best outcome for all and value input on how this can best be achieved.  

Alternatively, you can contact us by writing to: Attention: Legal Counsel. The Clean Air Fund, Runway East, 20 St Thomas St, London SE1 9RS  

What will happen after we receive your complaint:  

  • We will acknowledge your complaint within 5 working days of receipt; 
  • We will investigate your complaint at the appropriate level and will respond to you as soon as possible and within 20 working days (in exceptional / complicated complaints we may need to extend this time and if so, we will keep you updated); 
  • We will not be able to / reserve the right not to respond to all complaints, if they are not about us/ our work or if the complainant is being abusive or offensive.  
  • If you are not content after your complaint has been handled, please let us know and we will escalate appropriately.  

Clean Air Fund is committed to: 

  • taking complaints seriously and reviewing, investigating, responding and reaching resolution promptly and without bias. 
  • dealing with complaints in line with this complaints policy and our data protection policy / privacy policy.  
  • using complaints to review the quality, effectiveness and equity of our work and as an opportunity to improve.  
  • Providing a resolution that is satisfactory to you and proportionate for us as a charity and philanthropy – we are confident we can do this.