HomeLegal & GovernanceComplaints Policy

Complaints Policy

Spirit of 2012 is committed to acting fairly and to giving the best service possible. However, we recognise that this may not always happen and you may wish to make a complaint.

Making a complaint will not affect your chances of receiving a grant from us in the future. This Policy is applicable for third party organisations and individuals not working for Spirit of 2012.

What can I complain about?

You can complain if you think that:

Maladministration has taken place (for example, if we have delayed, made mistakes in or failed to follow the procedures in our application process)

  • We have failed to give you access to information or have given you incorrect advice
  • We have not treated you politely
  • We have discriminated against you or not treated you fairly.

If your complaint is to do with a funding application, we can only look at your application again if:

  • We discover (through dealing with a complaint), that we did not follow the published procedures for assessing your application
  • You can show that we have misunderstood a significant part of your application
  • You can show that we did not take notice of relevant information.


What you cannot complain about:

  • You cannot use the complaints procedure to appeal against our grant award decision if we have followed our decision-making process correctly. The Board decision is final.
  • You cannot complain about our published policies. If you have any comments about our policies, please get in touch using the contact details at the end of this document
  • Do not use this complaints procedure if you suspect fraudulent activity. You should report this to the Charity Commission or the police.


Making a complaint

  • You should set out the facts as clearly as possible, in a logical order. Remember to include details and dates where possible.
  • Please make any supporting evidence or correspondence available to us.
  • Please make the complaint by letter or email (Contact details at the end of this document)
  • If you prefer to make your complaint orally, please arrange a time to do so over the telephone.  Wewill  then write up your statement to provide us and you with written evidence of your complaint.

We will not treat you less favourably than anyone else because of:

  • Age
  • Disability
  • Gender reassignment
  • Marriage/civil partnership
  • Pregnancy and maternity
  • Race
  • Religion and belief
  • Sex
  • Sexual orientation

We will log all complaints we receive so that we can monitor the types of problems that arise, the best way to sort them out and how long we are taking to deal with them. If you use our complaints procedure, you are agreeing that we can use any personal information you send us for purposes connected with your complaint.

We will keep all information confidential.

If you have any complaints or requests for review under Stage 2 of the Complaints Policy please contact

  • Ruth Hollis [[email protected]]
  • Tel. no: 020 3701 7441
  • Address: Spirit of 2012, S100 New Wing, Somerset House, London, WC2R 1LA