United Kingdom

Last updated: August 2026

Greggs Foundation Complaints Policy 

1. Purpose 

This policy sets out how Greggs Foundation handles complaints about its services, activities and conduct. 

We are committed to providing a high-quality, fair and responsive service. We welcome feedback, including complaints, as an opportunity to learn and improve. 

Our values, which we share with Greggs, underpin all of our work. We aim to be friendly, inclusive, honest, respectful, hardworking and appreciative in how we respond to concerns. 

2. Scope 

This policy applies to anyone who interacts with the Foundation, including: 

• Applicants and grant holders 

• Delivery partners and suppliers 

• Members of the public 

• Other stakeholders 

Separate processes apply for: 

• Internal concerns raised by employees, trustee directors or volunteers (see Whistleblowing Policy) 

• Safeguarding concerns (see Safeguarding Policy) 

3. What you can complain about 

You can complain if you believe we have: 

• Failed to follow our processes or made an administrative error 

• Provided incorrect, unclear or incomplete information 

• Not treated you fairly, consistently or respectfully 

• Delivered a poor standard of service 

We will take all complaints seriously and handle them fairly and confidentially. 

4. What we cannot consider 

We do not consider complaints about: 

• The outcome of grant decisions 

• Funding priorities or eligibility criteria 

However, you may complain about the process used to reach a decision. 

5. Our approach 

We will ensure that all complaints are: 

• Treated seriously 

• Investigated fairly and without bias 

• Handled confidentially 

• Responded to in a timely manner 

We aim to resolve concerns informally where possible. 

6. How to make a complaint 

Informal resolution 

In the first instance, we encourage you to raise your concern with a member of the Foundation team. 

Many issues can be resolved quickly at this stage. 

Formal complaint 

If the issue cannot be resolved informally, you can make a formal complaint by writing to: 

Foundation Manager 
Greggs Foundation 
Greggs House 
Q9, Quorum Business Park 
Newcastle upon Tyne 
NE12 8BU 

Email: complaints@greggsfoundation.org.uk 

You should include: 

• What happened 

• When it happened 

• What you would like us to do to resolve the issue 

We ask that complaints are submitted within 3 months of the issue arising. 

Where someone is acting on your behalf, we require your written permission. 

We are unable to respond to anonymous complaints, although concerns may still be considered where appropriate. 

7. What happens next 

Acknowledgement 

We will acknowledge receipt of your complaint within 5 working days. 

Investigation 

Your complaint will be reviewed by someone who has not been involved in the original matter. 

We will: 

• Consider the issues raised 

• Review relevant information 

• Provide a fair and impartial response 

We aim to provide a full written response within 30 working days. 

If this is not possible, we will keep you informed. 

8. If you are not satisfied 

If you are not satisfied with our response, you may request a review by the Chair of the Trustee Board. 

The review will consider whether: 

• The complaint was handled fairly 

• The issues were properly addressed 

• The response was clear and reasonable 

The Chair (or another trustee acting on their behalf) will aim to respond within 30 working days. 

This will be our final response. 

9. External escalation 

If you remain dissatisfied after completing our process, you may contact: 

The Charity Commission for England and Wales 

The Fundraising Regulator (for fundraising-related complaints, where applicable) 

Details can be found at https://www.gov.uk/complain-about-charity 

10. Recording and learning 

We record formal complaints, including: 

• The nature of the complaint 

• The outcome 

• Any actions taken 

Complaints are reviewed to: 

• Identify patterns or recurring issues 

• Improve our processes and services 

11. Governance 

The Trustee Board has overall responsibility for: 

• Ensuring complaints are handled appropriately 

• Reviewing complaints data and learning 

• Ensuring this policy remains effective and up to date 

12. Data protection and confidentiality 

Personal data provided as part of a complaint will be handled in line with the Foundation’s Data Protection Policy. 

Information will only be shared with those responsible for investigating and resolving the complaint.