How to provide positive feedback:

If you were particularly impressed with one of our team members, or if you have a comment on how we could improve our service, then please let us know.

You can give us feedback in person, in writing, via e-mail or telephone. You can give your feedback to any team member, using the contact details below, or by emailing feedback@cripplegate.org.uk

We will keep a record of all feedback received and this will be analysed and presented annually to the Board.

How to make a complaint:

Cripplegate Foundation is a small organisation, and the complaints procedure is simple. We would hope that most problems can be solved early on. There are 3 stages in our complaint procedure:

Stage 1. Talk to someone in the organisation who you have been dealing with. Raise your concern and see if it can be resolved informally.

Stage 2. If you still have concerns, ask to speak to someone more senior to see if a resolution can be reached. This is likely to be one of the Directors and their contact details are shared below.

Stage 3. If you still feel that your concern has not been resolved, then please submit your complaint in writing to Complaints at Cripplegate Foundation. Your complaint will be acknowledged within 2 working days, and a formal response will be provided within 10 working days. Your complaint can be sent in a letter sent addressed to Complaints, Cripplegate Foundation / Islington Giving, 13 Elliott’s Place, Islington, London N1 8HX or an email to feedback@cripplegate.org.uk

If you need help with writing down your complaint, please let a member of staff know and we will arrange for someone to contact you to help.

All complaints and how we handle them are recorded and reported annually to the Board of Governors.

Cripplegate Foundation is a registered charity and regulated by the Charity Commission. It is also registered with the Fundraising Regulator to demonstrate that Islington Giving upholds the highest standards in fundraising best practise.

After making a complaint to the Cripplegate Foundation / Islington Giving team, if you feel the matter is not resolved, you can complain to the Charity Commission or the Fundraising Regulator using their formal process.

Whistleblowing policy

Where your complaint specifically relates to a concern in relation to illegal, unethical or harmful practice (Whistleblowing), you can send your complaint either directly to the Chief Executive (Stage 3), or if you have concerns with this approach, to the relevant regulatory body. You are entitled not to be subjected to any detriment as a result, provided that you reasonably believe that the subject of the disclosure is in the public interest and that the information disclosed and any allegation contained in it are substantially true.

Please visit https://www.gov.uk/complain-about-charity  for Charity Commission and https://www.fundraisingregulator.org.uk/complaints for the Fundraising Regulator.

Cripplegate Foundation also has a separate internal whistleblowing policy for staff and governors. A copy is available on request.

Contact details:

Directors: 

Sarah Benioff, Director: sarah.benioff@cripplegate.org.uk

Anne Shewring, Director of Programmes: anne.shewring@cripplegate.org.uk

George Pope, Director of Development and Communications: george.pope@islingtongiving.org.uk

Jenny Couper, Director of Finance and Resources: jenny.couper@cripplegate.org.uk

Our Switchboard number is: 020 7288 6940.

The Postal Address of Cripplegate Foundation and Islington Giving is: 13 Elliott’s Place, Islington, London N1 8HX.