Foxglove Complaints Handling Procedure

Foxglove is committed to ensuring everyone who interacts with Foxglove has a positive experience. We also want to operate in an open and accountable way that builds trust and respect. One of the ways we can continue to improve is by listening and responding to the views of our clients, partners and members of the public, by responding positively to complaints, and by putting mistakes right. 

Therefore, we aim to ensure that: 

• making a complaint is as easy as possible; 
• we welcome compliments, feedback and suggestions; 
• we treat a complaint as a clear expression of dissatisfaction with our work which calls for an immediate response; 
• we deal with it promptly, politely and, when appropriate, confidentially; 
• we respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc; 
• we learn from complaints, use them to improve our work, and review annually our complaints policy and procedures; 
• We recognise that many concerns will be raised informally, and dealt with quickly. 

The Complaints Procedure 

There are three stages to our complaints procedure: 1) the complaint, 2) the investigation and 3) the appeal. 

Stage 1 – the complaint. 

We are keen to hear your complaint however you feel most comfortable. There are three options to communicate it: 

1. Email us: info@foxglove.org.uk

2. Write to us: International House, 36-38 Cornhill, London EC3V 3NG 

3. Speak to us by phone: +44 (0) 7355 982 145 

Your complaint should include your name and contact details, the nature and date of the complaint and how you want to see it resolved. 

Once we receive your complaint we will send you acknowledgement of receipt within 3 working days. 

Stage Two – Investigation. 

All complaints at this stage will be dealt with by a director. If they need to meet with you, they will do so within seven working days of receiving your complaint. 

Your complaint will be fully investigated, and a written response provided to you within ten working days by the investigator. 

You will receive written confirmation of the outcome of any investigation any recommendations / remedies made, such as reviewing of policies, staff development and training or appropriate improvement to our work. 

Where the complaint is upheld, an apology should be offered. 

Occasionally investigations may take longer, particularly if the complaint is complex. Should this be the case a holding letter will be sent to you after ten working days and a final date given for a conclusion to be reached. 

If you remain dissatisfied with the outcome from Stage Two you can appeal within fourteen working days of the date of the outcome and progress to Stage Three.  

The complaints register will be updated, and any pending complaints flagged so they are followed up. 

Stage Three – Appeal 

If the complaint cannot be resolved to your satisfaction at stage two, or if the director feels that the complaint is of a very serious nature it will be referred to another director. 

If the complaint is about a director, then the matter will be discussed by the two other directors. 

The second director will acknowledge receipt within three working days, they will review the Stage Two investigation and recommend one of the following actions within ten working days (from the date the complainant stated they wanted to take the complaint to stage 3): 

• Uphold the action taken at Stage Two 
• Make changes to the Stage Two recommendation/actions 

We will inform you in writing of the outcome of stage three, the decision reached about this complaint will then be final but other options available to the complainant (as listed below) should be detailed in the letter. 

If all three stages have been completed and you are still not satisfied with the result, please be advised that there is no further right of appeal with Foxglove but you could approach any of the following agencies for advice: 

A solicitor 

Citizens Advice Bureau 

This policy was last reviewed in January 2026. 

This policy was approved by the directors in October 2025.