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Complaints process

Edge Fund supports those taking action for a just, equitable and sustainable world. We aim to work in ways that are inclusive, accountable and transparent, and recognise the  value of dealing fairly and open with any complaint against our decisions or actions as an organisation. To ensure this happens, we have adopted the guiding principles and procedures set out below.

Guiding Principles

  • Our complaints procedure is designed to ensure that wherever possible, an informal and amicable resolution is reached.
  • We are committed to ensuring that our complaints procedure is objective and transparent, rather than judgmental or confrontational.
  • To ensure that we conduct our procedure in a timely manner, we will encourage all complaints to be brought to our attention as soon as possible.

Definition of a complaint

A complaint is a clear expression of dissatisfaction made by anyone with a legitimate interest in Edge Fund. The complaint could be about a decision we’ve made, or the action/inaction of any of our staff or members in relation to their Edge Fund work, which has had a detrimental effect on the complainant.

Where the complaint concerns a decision about funding, the first step before registering a complaint is to request feedback about why your application was turned down.

Stage 1 – Informal Stage

First, the complainant should contact their Regional Organiser (RO) directly via email or by telephone, and explain the nature of their complaint. If possible, we will attempt to reach an informal and amicable resolution with the complainant at this stage.

Stage 2 – Community Committees and Advisory Groups

If the complaint is not resolved at the first stage, the RO will then contact the relevant Community Committee (CC) or Advisory Group (AG) for further support. Guided by their lived-experience of the matters at hand, the CC and AG will suggest their own resolution to the situation, and communicate this directly to the complainant via email. We will ensure that the second stage of our complaints procedure is completed in a transparent and timely-manner.

Stage 3 – Reconciliation Meeting

If the complainant is still dissatisfied with our responses, we will invite them to meet in person with a Regional Organiser, a member of the Facilitating Group, and a member of the relevant Community Committee or Advisory Group to try to resolve the issue. For example, if the complainant has made repeated applications for funding and is dissatisfied with our decisions, we will arrange to meet with them face-to-face, so that we can discuss why their application has consistently received lower scores, and attempt to find a way forward.

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