Hertfordshire Community Foundation Complaints Policy

Hertfordshire Community Foundation welcomes feedback regarding its work with donors, grant recipients as well as to the wider Hertfordshire community. Feedback is a useful tool which helps us to monitor and improve our approach, as the interests of all our stakeholders are important to the Foundation.

What to do if you are dissatisfied with Hertfordshire Community Foundation

 If you have already discussed the matter with the member of staff you usually deal with and you are not satisfied with the response, details of your complaint should be sent in writing to Hertfordshire Community Foundation. You should state:

  • You are following the Complaints Policy on the HCF website
  • What the complaint is about
  • Specify the member(s) of staff, trustee, adviser or  committee involved
  • When the event about which you are complaining occurred and if it is still happening
  • What action / remedy you would expect to see as an outcome
  • What will happen when your complaint is received
  • You will receive an acknowledgement within 14 working days advising you who is dealing with your complaint and when you may expect a more detailed report

The person dealing with your complaint will investigate all aspects of your complaint, allowing others who are directly involved to make their contribution. This may mean further information or evidence is sought from you.

A brief report, together with details of any action taken or recommendations for further action, will be sent to you within 30 working days of receipt of the original correspondence reaching our office.

Complaints will be monitored and information from this will be incorporated within the planning process as appropriate.

What to do if you are not satisfied with the response

If you are not satisfied with the response and decision you may write to the Foundation Director of Hertfordshire Community Foundation, who will acknowledge your appeal within 10 working days of receiving your letter. An investigation will be carried out and a reply will be sent to you within an agreed timescale. The decision of the Foundation Director is final.

All complaints received will be recorded in Hertfordshire Community Foundation’s Complaints Register and reported to the Board of Trustees.

Updated April 2017

What our supporters have said...

"Thank you for always making our visit to HCF such a pleasure.  I think our delegates are very fortunate to be meeting here"

Meeting room customer - September 2015

"I am very happy to have joined HCF and would like to thank the team for their very warm welcome."


Hannah, Volunteer, June 2015

Joe Heeney, Service Manager at Resolve said: “HCF gave Resolve our very first start up grant in 2008 and has supported Resolve over the last five years with a number of Grants. These have allowed Resolve to deliver an ever growing number and level of services to the many adults we see come through our doors daily in need of support to stop the destructive cycle of alcohol and/or substance misuse.”

Joe Heeney, Service Manager at Resolve

The service that Hertfordshire Community Foundation offers is flexible and cost effective. Our fund has been tailored to our needs and the Foundation's knowledge of local charitable groups helps our staff committee make informed decisions on where we target our support

Paul Marsden, Chief Executive, Harpenden Building Society

The knowledge and expertise of Hertfordshire Community Foundation has been invaluable in setting up and running a family fund, which generates income to benefit in my locality.

The Elliston Family Fund

Hertfordshire Community Foundation has helped Scoots to expand its help within the local community by allowing us to help an additional 3 clients. Michael Smith is a client from Hinxworth currently being helped from Scoots. He said "Being on Scoots has totally changed my life and that of my family. It has given me freedom and independence. I was given incapacity benefit for life 5 years ago and never was expected to work but the last 6 months have totally changed my life. I have a job making ice-cream and I am now totally independent. The scheme is amazing!

Ricky Moore, Scoots L2O Project Manager

The Trustees are incredibly grateful for the timely support provided by Hertfordshire Community Foundation. It is fundamentally important to a small charity that we are able to deliver consistently our specialist provision. Thanks to this grant, two of our senior Lead professionals attended as SCERTS Training Course; one Trustee and one Lead professional attended a NAS (SPELL) Training Course; two of our Teaching Assistants attended Elkland Speech and Language Training; and two Teaching Assistants have progressed to staged Level 2 by attending a Sherborne Development Movement Course. As a result we feel TRACKS is at the cutting edge of research in the field of autism education and tailoring what we learn to the Tracks Approach

Michael Shaw, Tracks

On behalf of everyone at Gaddesden Place Riding for the Disabled Centre, we are grateful for the grant received from Hertfordshire Community Foundation, which has enabled us to purchase an electric hoist. This will make it easier for our less mobile riders to mount their ponies safely and will reduce the need for lifting by, and risk of injury to, our helpers.

Trevor Mills, Trustee of Gaddesden Place RDA
See all Testimonials