Complaints procedure

If we have failed to provide you with a satisfactory standard of service please let us know.

(Please note that our complaints procedure is not an appeals system against properly reached investment decisions).

How to make a complaint

Stage 1 – initial complaint

If you are not happy with any aspect of service you have received, you should initially speak with the member of staff concerned, who will try to put things right. We hope that most complaints can be settled quickly and as close to the source of the issue as possible.

Stage 2 – if you are not satisfied with our initial response

If you are not satisfied with initial response, you can complain by email or by letter to the Complaints Officer, who will pass it to the Chief Executive or an appropriate Director. (If the complaint relates to the Chief Executive it will be passed on to the Chair of The Social Investment Business).

Your stage 2 complaint should be made within four weeks of our initial response. Remember to include all relevant information. This includes the date, place, people involved, and the exact nature of the complaint and any supporting evidence. Please also provide us with your full postal address, including postcode, and a daytime contact telephone number.

Please send your complaint to:

Complaints Officer, The Social Investment Business,

5th Floor, 6 St. Andrew Street, London EC4E 3AE

or by email to: complaints@socialinvestmentbusiness.org

How your complaint will be handled

The Director/Chief Executive will discuss the matter with you and the person who is the subject of the complaint separately and will attempt to resolve it reasonably. A report of the discussions will be available to both parties.

If there are grounds to review a decision, the Director/Chief Executive will ensure that this is done independently and objectively and you will be informed of the outcome.

We will keep all complaints confidential. If you make a complaint, we will treat you with respect, and we expect you to treat our staff in the same way.

When will I hear from you?

Within three working days of receiving your complaint we will contact you to confirm we have received it. We will also give you contact details for the person who is dealing with your complaint and when you can expect a reply.

You will receive a reply to your complaint within ten working days. If we cannot give a full reply in this time, we will tell you why and when you are likely to receive it.

Updated Sept 2009