Complaints and Comments Policy

The Chartered Secretaries’ Charitable Trust is by the side of Chartered Secretaries and their families through life’s challenges, by supporting them when in need and by promoting excellence in governance. The Trust:

• Serves The Chartered Governance Institute UK & Ireland members, graduates, students, employees and their families to relieve and help prevent financial difficulties,
• Facilitates research to increase good governance for the benefit of the public and
• Encourages the expertise of those in the field of governance with bursaries and prizes.

The Chartered Secretaries’ Charitable Trust endeavours to maintain the highest quality of support through our administration, services and visitors. If you are happy with our overall service or have any comments, please let us know and whether we may share these comments anonymously in our Annual report and publicity material.

We take every case seriously and we are committed to ensuring that all complaints are dealt with promptly, efficiently and deliver an outcome that is acceptable to all concerned.

Complaints and comments may come from any person who has (or has had) a relationship with The Chartered Secretaries’ Charitable Trust. This includes recipients of financial assistance and those who support the work of the Trust through making donations and/or volunteering. This document outlines the process for any complaints relating to services provided by the Trust.

Any appeals relating to a decision made about an application for support will be dealt with by the Support and Grants Committee and in line with our Appeals policy.

Any personal information provided to The Chartered Secretaries’ Charitable Trust as part of the complaints process, will be used in order to help us fully investigate and resolve the matter raised. All information will be held securely and in accordance with the General Data Protection Regulations 2018.

Personal information of an individual making a complaint will only be accessed by those who are investigating or resolving the matter and will not be used for any other purpose.

Your entitlement to receive support will not be affected by making a complaint.

How to make a complaint or comment

You can submit your complaint or comment to:

The Chartered Secretaries’ Charitable Trust,
Saffron House, 6-10 Kirby Street,
London, EC1N 8TS

By telephone: 020 7612 7048 or 020 7612 7049 or by Email: CSCT@cgi.org.uk Or, if you are a beneficiary, during a visit with your assigned visitor.

Complaints and comments can be submitted either by letter, email or conversation.