The Elton John AIDS Foundation is committed to delivering a high standard of service at all times.
If you feel we have not met your expectations and would like to make a complaint about our team or our work, we will:
- make sure that your complaint is investigated fairly and in a timely manner;
- try to resolve your complaint and gather information which helps us to learn from our mistakes and improve what we do; and
- treat you with courtesy and fairness in all your dealings with us.
You cannot use this policy to complain where we have rejected your application for funding having correctly followed our stated procedures. We realise that you may be disappointed if we turn down your application but you cannot use this process to appeal our decision.
HOW TO COMPLAIN TO US?
Stage 1: Informally
If you feel that something has gone wrong or you are not happy with any aspect of our work, you should raise your concern informally with the person with whom you have been dealing.
Stage 2: Formal Complaint
If you are not satisfied with the response from our team or do not feel that the matter has been satisfactorily resolved then you can make a formal complaint.
In order to ensure that we can consider your complaint carefully, please write to us and tell us:
- What went wrong;
- When and where it happened;
- Who was involved;
- How you would like us to put it right; and
- Your name, address and contact details.
Your complaint can be submitted:
By email to: complaints@eltonjohnaidsfoundation.org
By post in the UK: Elton John AIDS Foundation,
88 Old Street,
London, EC1V 9HU
United Kingdom
By post in the USA: Elton John AIDS Foundation
584 Broadway, Suite 1006
New York, NY 10012
We will acknowledge receipt of your complaint and share it with the Senior Leadership Team within one week.
We will let you know who will be dealing with your complaint and when you can expect a response.
We expect to be able to provide a substantive response within four weeks. If this is not possible because our investigations are ongoing, we will provide you with an update and an indication of when a full response will be received.
Our response will set out the action we have taken to investigate your complaint, the conclusions of our investigations and any action that we propose to take.
Stage 3: Appeal
If you feel that your complaint has not been satisfactorily resolved at Stage 2, you can request that the complaint is reviewed. At this stage your complaint will be reviewed by the Chief Executive.
The Chief Executive may investigate the facts of the case themselves or delegate a senior member of staff to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage 2.
We aim to respond to all appeals within six weeks. If this is not possible we will write to you and let you know when you can expect to hear from us.
Whether the complaint is upheld or not, we will let you know what action was taken, the conclusions of the investigation and any action to be taken. The decision at this stage is final.
Complaints relating to our fundraising activities
If your compliant relates to fundraising matters and you are not satisfied with our response, you can contact the Fundraising Regulator.
Details of how to complain to the Fundraising Regulator can be found here: Make a complaint | Fundraising Regulator
Further Information
Your personal information: If you use our complaints procedure, you are agreeing that we can use the personal information you send us for purposes connected with the complaint. We may also give your personal information to other people and organisations if we have to do so by law or if you have given us permission. You can find further details in our Privacy Policy here Privacy Policy – Elton John AIDS Foundation
Confidentiality: We will keep all information you provide to us confidential.