We want your experience of Inspire Bucks to be a positive one. If something has gone wrong, please tell us. We’ll take your concerns seriously, treat you fairly and use what we learn to improve.
Email team@inspire-bucks.org, ideally with “Complaint” in the subject line.
Please tell us what happened, when it happened and what you would like us to do to put things right. Include your preferred contact details and any relevant information.
You can also write to: Inspire Bucks, 18 Edison Road, Aylesbury, Buckinghamshire HP19 8TE.
If you need help making a complaint or would prefer a different way to communicate, let us know. Someone else can complain on your behalf with your permission.
Our Administrator will handle your complaint, involving the Trustees as appropriate. Anyone directly involved in the matter complained about will not decide the outcome of their own complaint.
We aim to:
If we need longer, we’ll explain why, keep you informed and give you a revised response date.
Our response will explain what we found and any action we will take. Where we have made a mistake, we’ll apologise and explain how we intend to put things right.
Reply to team@inspire-bucks.org asking for a Trustee review and explain what remains unresolved.
A Trustee who was not involved in the original decision will review the complaint. If this is not possible, we will arrange an appropriately independent review.
We aim to acknowledge your review request within five working days and provide our final response within 20 working days. We’ll explain any delay and give you a revised date.
For complaints about fundraising, you can contact the Fundraising Regulator if you are unhappy with our response or have not received a response within four weeks. Our review process does not prevent you from doing so.
We’ll handle complaints sensitively and share information only where needed to consider the complaint, take appropriate action or meet legal obligations. We keep a record of complaints and their outcomes to help improve our work.
Working days means Monday to Friday, excluding bank holidays in England.
Concerns about someone’s safety should be reported through the routes on our Safeguarding page. Please do not wait for the complaints process.