Stage 1

1.1 If you are unable to resolve the issue informally and wish to make a formal complaint, you should request a copy of the Alistair Roberts Memorial Fund (ARMF) formal Complaints Policy and Procedure by emailing the Administrator (armfinfo@gmail.com). If we hear nothing further from you within 28 calendar days from this date we will regard the complaint to be closed.

1.2 The document is also available on the website (www.armf.org.uk).

1.3 Upon receipt of the ARMF Complaints Policy and Procedure, you should email a formal letter of complaint to the Administrator.

1.4 In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

1.5 You can expect the complaint to be acknowledged within 4 working days of receipt. You should get a response and an explanation within 10 working days. The written response will also notify the complainant that they have 28 days in which to ask for the complaint and response to be reviewed (Stage 2) if they are dissatisfied with the response they have received.

1.6 Our contact details are (email) armfinfo@gmail.com; (website) www.armf.org.uk

Stage 2

2.1 If you are dissatisfied with the Stage 1 response to your complaint then you can write to the Chairman stating the reason why you are dissatisfied with the outcome and ask for your complaint and the response to be given further consideration. You can expect your request to be acknowledged within 4 working days of receipt.

2.2 A Stage 2 complaint will be co-ordinated by the Chairman who will respond within 20 working days with a full written response.

2.3 ARMF’s aim is to resolve all matters as quickly as possible, however, if a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.