The Board of Directors will endeavour to ensure that all complaints are dealt with in a fair, and as open a manner as is consistent with the law and accepted good practice for a charity registered as a limited company and with the Charity Commission. This Complaints Procedure Policy is for guidance and attempts to define good practice, rather than provide a mandatory procedure.

The Complaint

The Board of Directors recognises that however well intentioned its actions and inactions, these will sometimes lead to criticisms, protests, personal grievances and objections. To be dealt with under this procedure, such a complaint should be in writing, dated, and signed by the complainant. It can be given to any trustee, who must then give the written complaint to the Chairman.


On receiving a written complaint, the Chairman should, under normal circumstances, consult with two other uninvolved Directors. If the complaint is specifically about the Chairman, the written complaint should be given to the Vice-Chairman or other uninvolved trustee, who will then consult with two other uninvolved Directors. If the complaint involves a majority or all of the Directors, the complaint will be dealt with as an agenda item at a full meeting of the Board.

  • The consultation group should consider the complaint in terms of the written constitution and Articles of Association(2011) of CCT and in particular in terms of the “Objects” and where possible reach decisions that are supported by specific clauses in the constitution. The consultation group may interview the complainant and other parties to seek information or clarification.
  • The consultation group of Directors should make an agreed written, signed and dated, record of their discussion and record any decisions reached. Any decision of the consultation group, (whether of 3 Directors or the minimum quorum of 4 for a full meeting of the Board) should be given in writing to the complainant and other parties involved.
  • Unless the complaint is of concern to the general public, both the complaint and the consultation group’s discussions, will remain confidential to those involved. If the complaint is of concern to the general public the full Board of Directors must decide on the nature and content of any statement intended for publication.