Complaints Policy – Abbey Solutions International

1. Purpose

Abbey Solutions International Ltd (“ASI”) is committed to delivering high-quality consultancy services and maintaining professional, respectful relationships with all clients and stakeholders. We welcome feedback and take complaints seriously, using them to resolve concerns fairly and promptly and to improve our services.

2. Scope

This policy applies to complaints about ASI’s consultancy services, including (but not limited to) fundraising consultancy, philanthropy advisory, governance support, strategic planning, project management, communications, deliverables, and billing.
It covers work undertaken by ASI staff, directors, associates, contractors or subcontractors acting on ASI’s behalf.

3. What is a complaint?

A complaint is an expression of dissatisfaction about ASI’s service, actions or lack of action, where a response or resolution is expected.

This is different from:

• general feedback (suggestions for improvement), or
• service requests (for example, asking for clarification or a minor correction), which can often be resolved informally by the project lead.

4. Our commitments

• ASI will handle complaints in line with these principles:
• Fairness and impartiality – we will consider complaints objectively.
• Confidentiality – information will be shared only with those who need it to investigate and respond.
• No disadvantage – you will not be treated adversely for raising a complaint in good faith.
• Timeliness – we will respond within the timescales set out below.
• Learning and improvement – we will record complaints and use them to improve our services.

5. How to make a complaint

Please raise your complaint as soon as possible and ideally within 3 months of the issue arising.

Complaints should be made in writing (email is preferred) and include:

• your name, organisation and contact details,
• the project name (if relevant),
• what happened and when,
• who was involved,
• any supporting information (emails/documents),
• the outcome you are seeking.

Complaints contact:

Tina Bowman
Email: tina@abbeysolutions.co.uk

If you prefer to write by post, you may address correspondence to Abbey Solutions International Ltd, 21 Dorset Square, Marylebone, London NW1 6QE, United Kingdom.

6. Informal resolution (Stage 1)

Where possible, ASI will aim to resolve concerns quickly and informally.

• The relevant project lead (or another suitable ASI representative) will discuss the issue with you and seek to agree a reasonable resolution.
• If the matter is resolved, we will confirm the outcome in writing if requested.

If you are not satisfied, or the matter is serious, it will be progressed to the formal process (Stage 2).

7. Formal complaints process (Stage 2)

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

Investigation: We will:
• review relevant records (such as emails, notes, project files and contractual documents),
• speak with relevant ASI personnel or associates as required, and
• consider whether agreed service standards and contractual terms were met.

Response: We will provide a written response within 20 working days of acknowledging your complaint.

If more time is needed due to complexity or the involvement of third parties, we will:

  • explain the reason for the delay, and
  • give you a revised response date (normally no later than an additional 20 working days).

Outcome: Our response will include:

  • a summary of the complaint,
  • what we found,
  • what we will do (if anything) to put things right, and
  • how you can request a review if you remain dissatisfied.

8. Review / escalation (Stage 3)

If you remain dissatisfied after Stage 2, you may request a review within 10 working days of receiving the Stage 2 response.

  • The review will be handled by a senior person not previously involved, where practicable.
  • Where ASI is unable to provide an internal reviewer (for example, due to firm size or involvement), we may appoint an independent external reviewer, subject to confidentiality.

Timescales: We will acknowledge a request for review within 5 working days and provide a final written response within 20 working days.

The Stage 3 response is ASI’s final internal decision.

9. Possible outcomes and remedies

Depending on what we find, outcomes may include:

  • an explanation or clarification,
  • correction or re-issue of a deliverable (where reasonable),
    an apology,
  • service improvements (including training or process changes),
  • a proportionate adjustment to fees where contractually appropriate, and/or
    termination of the engagement in line with the contract, where necessary.

Please note: ASI cannot guarantee third-party outcomes (for example, funder decisions), but we will address concerns about the quality, integrity and professionalism of our advice and delivery.

10. Fundraising-related concerns

Where a complaint relates to fundraising practice (for example, ethical approach, donor due diligence, conflicts of interest, or data handling), ASI will investigate with reference to applicable legal requirements and recognised good practice relevant to the engagement.

If the complaint is primarily about a client organisation’s actions (rather than ASI’s service), we may direct the complainant to that organisation’s complaints process while separately considering any ASI conduct issues.

11. Confidentiality and data protection

ASI will handle personal data in accordance with applicable data protection law. Complaint information will be kept secure and retained only for as long as necessary to investigate the matter, respond appropriately, meet legal obligations and support service improvement.

12. Recording and learning

ASI will maintain a record of complaints and outcomes to identify themes, improve service quality and manage risk.

13. Unreasonable or unacceptable behaviour

ASI understands that complainants may feel upset or frustrated. However, abusive, threatening or persistently unreasonable behaviour is not acceptable. In such cases, ASI may restrict communication or decline to progress the complaint further. Any decision of this nature will be recorded and explained.

14. Policy ownership and review

Policy owner: Abbey Solutions International Ltd
Effective date: 12 December 2015
Reviewed: 12 December 2025
Reviews are annual