Governance

Moore Kingston Smith Community Foundation complaints procedure

The Moore Kingston Smith (MKS) Community Foundation is dedicated to providing support to charitable organisations and projects. If for any reason you have not been satisfied with your dealings with us, we do want to know. Below is the complaints procedure that you can follow.

If you are not happy with the Moore Kingston Smith Community Foundation, please tell us

If you are unhappy about our ways of operating or fundraising practices, please get in touch with any one of the Trustees. If you are not sure who to contact, please email Paul Samrah on psamrah@mks.co.uk.

Once you have contacted us, we will do our best to resolve the issue as soon as we can.

Making a formal written complaint

If you are not satisfied with our initial response or wish to raise the matter more formally, please write to Graham Tyler who is the Chairperson of Moore Kingston Smith Community Foundation. You can contact them on gyler@mks.co.uk. If your complaint is about this person, please write to psamrah@mks.co.uk.

All written complaints will be logged and we will respond to you with a written acknowledgement within five working days. Complaints will be investigated properly, and we will give you a reply within ten working days, explaining how we propose to deal with the issue. If it is not possible to deal with the issue swiftly, you will receive an interim response informing you of the action taken to date and/or being considered.

If you do not feel that we have resolved your written complaint

If you are not satisfied with our full response, you can refer the matter to either the Fundraising Regulator, if the matter relates to a fundraising issue, or the Charity Commission, if the matter relates to how the MKS Community Foundation is run.

You can find details to contact the Fundraising Regulator at www.fundraisingregulator.org.uk/complaints.

You can find details to contact the Charity Commission at www.gov.uk/complain-about-charity.