Complaints

Complaints Process

What to do if you are unhappy with the service you have received from the TDS Charitable Foundation 

The TDS Charitable Foundation is committed to providing an excellent service.

However, as in any organisation, things can go wrong. You may feel we have not handled matters as we should have done. We would like to hear from you if you are not happy with our service or if you feel we have not handled matters as we should have done.

Please tell us of any concerns about what we did. We take all concerns seriously and deal with them promptly, fairly and fully. We try to learn any lessons that will help improve our service.

We will respond to you helpfully and courteously, and we expect all parties to a dispute to deal with us in a similar way.

Complaining about our service

We would like to hear from you if you have complaints about our service to you – for example if you feel that:

  • you have faced unreasonable delay, unprofessional conduct or rudeness from our staff; or
  • we have failed to keep you properly informed.

We will respond to complaints about our service within 5 working days of receiving them.

In the first instance

Please contact our TDS Charitable Foundation Co-ordinator (Kelly Wallace) on 0300 037 1000.  She will help or escalate your question to a TDS member of staff, who will contact you directly.

If you are still unhappy

Please send us your complaint within 28 calendar days of the problem arising.

Please do this by email or letter using the addresses on the back of this leaflet. Putting your complaint in writing will help us understand it better and respond fully. You can ask someone to help you put your complaint in writing if you wish. If you cannot put your complaint in writing, please let us know why.

When contacting us, please:

  • give us your name and contact details;
  • let us know what aspect of the service you are complaining about;
  • say how you would like us to put matters right.

We will acknowledge your complaint within 1 working day and will respond to your concerns within 5 working days of receiving them. If we cannot respond to all the issues you have raised within 5 working days, we will write to let you know why and when you can expect a reply. 

What will happen if you agree with my complaint?

If we decide our service fell short of our normal standards, we will take action to put matters right.

If you are still unhappy with our response

If you are not happy with the response you received from us, please write to the Chair of the TDS Charitable Foundation explaining why.  The Chair will write to you within 14 working days with his final decision.