Making a Complaint

Complaints Procedure

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Mortgage Advice Bureau Foundation is committed to operating to the highest standards of integrity, fairness and transparency. We welcome feedback on our work and take all complaints seriously, as they help us to improve what we do.

This procedure sets out how individuals or organisations can raise a concern or complaint about the Charity.

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What can be complained about?

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A complaint may relate to, for example:

• the way the Charity has operated or made a decision
• the conduct of trustees, staff, or representatives of the Charity
• the administration of a grant application or grant award
• communication or service received from the Charity

This procedure does not apply to:

• disagreement with the Charity’s charitable objects; or
• dissatisfaction with a funding decision where the decision was properly made in line with the Charity’s policies and available information.

How to make a complaint

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Complaints should be made in writing and include:

• your name and contact details
• a clear description of the complaint
• any relevant dates, correspondence, or supporting information

Complaints should be sent to: foundation@mab.org.uk or in writing to: Mortgage Advice Bureau Foundation, Capital House, Pride Place, Derby DE24 8QR

How complaints are handled

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Acknowledgement

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We will acknowledge receipt of complaints within five working days.

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Initial review
Complaints will normally be considered in the first instance by an appropriate member of staff or officer of the Charity. Where a complaint cannot be resolved at this stage, or where it relates to governance, conduct, or serious matters, it will be escalated to the trustees or a trustee sub-committee. Any trustee or individual who is the subject of a complaint will not take part in its consideration. 

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Where a complaint raises serious concerns, including safeguarding issues, financial irregularity, or serious governance matters, it may be handled under a separate process. In such cases, the trustees will consider whether to report the matter to the Charity Commission in line with its serious incident reporting guidance.

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Response
We aim to provide a full written response within 20 working days. Where a complaint is complex and requires more time, we will keep the complainant informed and provide an updated timeframe.

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Role of the trustees

The Charity is governed by its trustees, who have legal responsibility for its management and decision-making.

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While the Charity will consider complaints carefully and fairly, the trustees’ represents the final stage of the Charity’s internal complaints process. Trustees are required to act in the best interests of the Charity and in accordance with charity law, and their decisions will reflect those duties.

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Confidentiality and fairness

All complaints will be handled sensitively and confidentially, as far as possible. Making a complaint will not disadvantage any current or future relationship with the Charity. The Charity is committed to ensuring its complaints process is accessible and will make reasonable adjustments where required to support individuals in raising a complaint.

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Further action

If you remain dissatisfied after the Charity’s complaints process has been completed, you may contact the Charity Commission for England and Wales, which regulates charities in England and Wales.

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Charity Commission
PO Box 211
Bootle
L20 7YX
United Kingdom 

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The Scottish Charity Regulator (OSCR) independently oversees charities registered in Scotland.

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Scottish Charity Regulator (OSCR)

2nd Floor, Quadrant House

9 Riverside Drive

Dundee, DD1 4NY

The Charity Commission generally expects complainants to have followed the charity’s own complaints procedure first.

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