Pro Bono Economics seeks to constantly improve its services and ensure policies adhere to best practice. Therefore, we regard complaints as an opportunity for us to reflect on our processes and practices and see if there are opportunities for us to strengthen and improve them. When a complaint is received it will be logged and investigated promptly.
Definition of a complaint
We define a complaint as a situation or instance where either an individual or organisation, considers that PBE has fallen short of their reasonable expectations and wishes to express their dissatisfaction. A complaint can be communicated to PBE by any channel including, telephone, mail, email, social media or in person.
Pro Bono Economics
90 London Road
London SE1 6LN
Mail to: firstname.lastname@example.org
Tel: 020 3632 2668
The charity's complaints process
We take all complaints very seriously and aim to resolve complaints quickly, fairly and effectively. We promise to deal with your complaint sensitively.
We will acknowledge your complaint and, wherever possible, we will provide a full resolution to your complaint at the same time.
Where your concerns require us to undertake further investigations, and we are not able to provide a full resolution as part of our initial response, we will provide you with an expected timescale for our response as part of your acknowledgement and keep you up-to-date at regular intervals throughout our investigations. Where this is the case, we will also tell you who is managing your complaint, so you have a point of contact should you need to get in touch with us.
In order to assist us with your enquiries, please provide your contact details and explain your concerns as clearly and fully as possible. There may be some occasions where we need to ask you for more information to investigate your concerns fully and, if this is the case, your kind response will enable us to resolve your complaint as promptly as possible.
We really hope that we are able to resolve your complaint in an honest, open and satisfactory way. However, if you are still unhappy you can request that your complaint be escalated to the Charity’s Senior Management Team who will review your concerns and the initial outcome before responding to you fully.