Complaints Procedure

CoFarm Foundation aims to provide high quality services, communications and fundraising activities which enable us to meet the needs of our beneficiaries, service users and partners. We believe we achieve this most of the time, but if we are not getting it right please let us know.

In order to ensure our services remain at a high - and continually improving - standard, we have a procedure through which you can let us know if, for any reason, you are not satisfied with your dealings with CoFarm Foundation.

If you are not happy with CoFarm Foundation please tell us.

If you are unhappy about any CoFarm Foundation service, please speak to the relevant staff member or their manager.

If you are unhappy with an individual in CoFarm Foundation, sometimes it is best to tell him or her directly. If you feel this is difficult or inappropriate then speak to the staff member's manager or to the Chief Executive Officer (CEO).

Often we will be able to give you a response straight away. When the matter is more complicated we will aim to give you at least an initial response within five working days.

Making a written complaint

If you are not satisfied with our response or wish to raise the matter more formally, please write to the CEO. (If your complaint is about the CEO, please write to the Chair.)

All written complaints will be logged. You will receive a written acknowledgement within three working days of receipt. 

The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If after we have responded you are not satisfied, please write to the Chair who will report the matter to the next meeting of the Trustees, where the Trustees will decide on any further steps to resolve the situation.

Making a complaint about the Foundation’s Fundraising practices

The Foundation is committed to upholding high standards in its fundraising practices and is registered with the Fundraising Regulator. You can find out more about the Foundation’s Fundraising Promise by clicking here. 

Any complaints about fundraising should be directed to the Foundation’s CEO, Gavin Shelton. However, if the complaint is about the CEO, you should write to the Chair. 

If you feel your complaint has not been satisfactorily resolved by the Foundation within four weeks, you should refer the matter to the Fundraising Regulator. You can write to them at: Fundraising Regulator, 2nd Floor, CAN Mezzanine, 49-51 East Road, London, N1 6AH or call them on 0300 999 3407.

How to submit your complaint

If you wish to send your written complaint to the Foundation by email, you should send your email to:

Gavin Shelton (CEO) gavin.shelton@cofarm.co, or (if it is about the CEO) to:

Ben Cowell (Chair) chair@cofarm.co

If you’d rather post a written complaint, you can send your letter, addressed to the CEO or to the Chair, to the following address:

CoFarm Foundation
Allia Future Business Centre
Kings Hedges Road
Cambridge
CB4 2HY