Policies & Procedures

For your peace of mind, our policies and procedures detail the steps we take to operate in a professional and ethical way at all times:

Child Protection and Safeguarding Policy

Safeguarding Vulnerable Adults

Privacy Policy

We hope that you are always delighted with the service offered by the Life Chance Trust, but in case of any difficulties, please see below.

Complaints procedure:

  • Life Chance Trust would like to resolve any complaint as soon as possible.
  • Many complaints can be resolved informally. In the first instance contact us, and, if you feel able, speak to the member of staff who is working with you, or ask to speak to their manager, who will try to sort things out.
  • Make a note of who you speak to. If a solution is offered at this point, make a note of this as well.
  • If you are not satisfied at this point, you can pursue a formal complaint.

What will we do on receiving your complaint?

  • We will listen and record your complaint and let you know how it will be handled.
  • We will investigate.
  • We will take action to resolve the problem and tell you what the action is.
  • We will take steps to avoid it ever happening again.
  • We will treat you with understanding and respect throughout, and we ask that you do the same for our staff. We will handle any confidential information you share sensitively.
  • We cannot respond to anonymous complaints, or in relation to matters for which Life Chance Trust is not directly responsible.

How long will it take to respond?

  • We aim to respond fully and conclusively to all complaints within 10 working days, and sooner where we can. If we think it will take longer, we will let you know. Your complaint will be acknowledged within 5 working days of receipt, and we may get in touch to find out any additional information.
  • If an in-depth investigation is required we aim to provide a response within 20 working days.

If you remain unsatisfied:

If the complaint relates to fundraising and we are unable to resolve it to your satisfaction, you can refer it to the Fundraising Regulator at 2nd floor, CAN Mezzanine Building, 49-51 East Road, London N1 6AH. T: 0300 999 3407 or E: enquiries@fundraisingregulator.org.uk

If your complaint is related to another area of our work and you do not feel satisfied with our resolution, you can contact The Charity Commission at PO Box 1227, Liverpool, L69 3UG, 0845 3000 218, www.charity-commission.gov.uk