Introduction
The Finance Innovation Lab holds financial institutions to account. We apply the same standard to ourselves.
This policy sets out how we receive, handle and learn from feedback and complaints. It covers anyone who engages with our work: funders, partners, policy audiences, event participants, and members of our networks and committees.
This policy does not cover complaints from staff or trustees. These are handled through the organisation’s grievance or whistleblowing procedures.
Definitions
Feedback is any view or comment about our work, including compliments. We welcome it.
A complaint is an expression of dissatisfaction with our conduct, a public statement or position we have taken, how we have represented lived experience voices, the running of an event, or any other aspect of how we operate.
A complaint may arrive through any channel, including replies to newsletters or mailings. Someone does not need to use the word “complaint” for their message to be treated as one. If a message expresses dissatisfaction, treat it as a complaint.
We recognise that complaints may be about process failures, but they may also be substantive disagreements with our advocacy work. We treat both seriously.
Our Commitments
We will:
- Acknowledge all complaints promptly
- Investigate fairly and without bias
- Communicate outcomes clearly
- Make it easy for anyone to complain, regardless of their familiarity with formal processes
- Apply this definition consistently across all communication channels, and not require someone to use the word “complaint” for their concern to be handled as one
- Support stakeholders to raise concerns without fear of being treated differently as a result
- Record all complaints and report on them to our board
- Use complaints to improve
How to make a complaint
Complaints should be submitted by email. Contact details are at financeinnovationlab.org/about-us/contact-us.
Labelling your message as a complaint helps us respond faster, but we will treat any expression of dissatisfaction as a complaint whether or not you use that word.
If you need support to make a complaint, for example because of a disability or communication need, contact us and we will find a way to help.
Please do not use social media to raise a complaint. We will not respond publicly to complaints. If you raise one via social media, we will acknowledge it and ask you to contact us directly.
You can make a complaint on behalf of someone else with their permission.
The Complaints Process
Stage 1: Informal resolution
Most complaints can be resolved quickly. A staff member (the person involved, if the complaint refers to an individual) will speak with you, establish what outcome you are looking for, and try to resolve the matter at first contact. They will keep their line manager informed.
If your complaint is resolved at Stage 1, we will confirm the outcome to you in writing and tell you that you can escalate to Stage 2 if you are not satisfied.
Stage 2: CEO review
If Stage 1 does not resolve your complaint, write to the CEO by email. If your complaint is about the CEO, write instead to the Board Chair.
The CEO (or a nominated senior staff member in their absence) will investigate and respond in writing within 10 working days. Where this is not possible, we will contact you with an update and a revised timescale.
At the end of Stage 2 we will tell you that you can request a board panel review if you remain unsatisfied.
Stage 3: Board panel
If you are not satisfied with the Stage 2 outcome, you can request a review by a panel of three trustees.
The panel is convened by the Board Chair (or a trustee they appoint). It will meet within 15 working days of your request wherever possible. The panel will write to you with its decision within 5 working days of reaching it.
The panel’s decision is final.
If you remain unsatisfied after Stage 3, you may refer your complaint to the Charity Commission at gov.uk/complain-about-charity.
Vexatious complaints
We accept all complaints in good faith. We reserve the right not to continue investigating a complaint that is malicious, abusive, or has already been fully investigated and decided.
Recording and learning
We record all complaints, including the nature of the complaint, how it was handled, and the outcome. All records are kept for five years where the matter relates to finances, and three years for all other matters.
The DPRO reports to the FORC committee of board at least annually on complaints received and any actions taken as a result.
We use complaints data to review our procedures and practices. be checked through an automated spam detection service.
Contact us
If you have any questions, please email hello@financeinnovationlab.org.