Complaints Policy

Leathersellers’ Foundation Complaints Policy

Last updated January 2026

The Leathersellers’ Foundation is committed to being an open and trusted funder.

We hope that in the first instance any concerns you have can be dealt with informally with the member of staff involved, or with a member of the executive team. But, if an issue cannot be resolved informally, the process for making a formal complaint is below.

Please note, the decisions our Trustees make on grant awards are final and there isn’t a process of appeal. However, you can raise a concern, or complain, if you think we have not properly followed our grant policy or process in making decisions.

Where might complaints about The Leathersellers’ Foundation come from?

Complaints may come from applicants, grant holders, strategic partners, suppliers or contractors. If a complaint is related to safeguarding please refer to the Safeguarding Policy and reporting procedure, which has been specifically designed.

Confidentiality

We handle all complaints sensitively and in confidence. We only share information with those who need to know and by following relevant data protection requirements.

Responsibility

Responsibility for this policy and its implementation lies with the Leathersellers’ Head of Grants, and ultimately with the Trustees.

Resolving complaints

Our complaints process aims to resolve complaints as soon as possible. The three-stage process allows for escalation, if your complaint is not resolved to your satisfaction:

Stage 1. Contact the person in question

In the first instance, please let the person in question know of any concerns you have, and they will do their best to resolve this swiftly. If this is not resolved to your satisfaction, or if your complaint is in relation to the person concerned, please do the following:

Stage 2. Submit your complaint to our Head of Grants

Please submit your concern in writing via email to nrymaszewska@leathersellers.org. Please include any relevant documents or correspondence. Please do so as swiftly as possible so we can address concerns promptly for you. Should the subject of the complaint be the Head of Grants please submit your concern to the Chief Executive via complaints@leathersellers.org

We also accept postal communications via:
Leathersellers’ Foundation
7 St Helen’s Place
London EC3A 6AB

Our Head of Grants will investigate the case themselves or instruct a suitable person to do so. We will be in touch directly to introduce ourselves to you and let you know when you can expect a response. The person handling your complaint will discuss the matter with all those involved, where appropriate.

We expect to provide a definitive response within four weeks. If this is not possible for any reason (if, for example, an investigation has not concluded), we will send an update. This will indicate when a full reply will be given.

The final reply to the complaint will describe:

• Action taken to investigate the complaint
• Conclusions from the investigation
• Key actions (if any) taken as a result of the complaint

Stage 3. Escalation to the Chief Executive and Clerk

If you are not satisfied with the outcome of your complaint, you can ask that it is reviewed by the Trustees. At this stage, the Chief Executive and Clerk will receive the complaint on behalf of the Board. The Chief Executive or Chair of Trustees may investigate the case themselves or instruct a suitable person to do so. This may involve reviewing the case’s paperwork. It may also involve speaking with the person who dealt with the complaint in previous stages.

We aim to respond to Stage 3 complaints within six weeks. If this is not possible (for example if an investigation has not concluded), we will send a progress report. This will indicate when a full reply will be given.

Our final response will describe:

• Action taken to investigate the complaint
• Conclusions from the investigation
• Key actions (if any) taken as a result of the complaint

The decision at this stage is final.

If you are not satisfied with the decision, we are regulated by the Charity Commission for England Wales and further information about how you can complain can be found  at gov.uk/complain-about-charity including any complaints about fundraising that can be reported to the Fundraising Regulator.

Monitoring and learning from complaints

There are regular opportunities  for Trustees to review any concerns or complaints received, and to take any action required.

What to do if you have a concern or complaint about a grant holder

The Leathersellers’ Foundation does not deal with concerns or complaints about individual grant holders as we would expect them to manage any issues you may have directly with you. If you have concerns about a charity that the Foundation may be funding, please follow the relevant Charity Commission or appropriate regulator’s advice (eg OFSTED).

If any of our grant holders are reported to their relevant charity commission (or similar regulatory body), they are obliged to report this to us as part of the terms and conditions of accepting our grant. We will then keep matters under review.