ALISTAIR ROBERTS MEMORIAL FUND

FORMAL COMPLAINTS POLICY AND PROCEDURE

 

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.