Complaints

Social investors or grant administrators 

You can complain if you feel that: 

• We have not met the expected customer service standards
• We have treated you unfairly
• We have not followed our processes
• We have given you incorrect or misleading information.

Decisions on funding allocations are final. You can only complain or object to a funding decision if you have evidence to support a suspicion of unfairness, maladministration, or other extenuating circumstances.

How to complain

• Contact the staff member at Access you first dealt with. They will try to put things right.
• If you’re not satisfied, write to the Access Chief Executive.
• If still unresolved, refer the complaint to the Chair of Access.

Charities and social enterprises

If you are a charity or social enterprise which has applied to or has been supported by a programme funded by Access then:

• Contact a relevant staff member at the social investor or grant administrator who will try to put things right.
• If unresolved, you may contact the Chief Executive of Access in writing.
• If still unresolved, refer the complaint to the Chair of Access. 

What happens next

• We will acknowledge your complaint in writing within 2 working days and confirm who is handling it.
• We aim to send a final response within 10 working days. This will either:
  • Uphold the complaint and offer redress
  • Offer redress without upholding the complaint
  • Rejects the complaint and explains why

You can contact the Access team here.