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Complaints Procedure

The Erasmus Foundation aims to provide high quality services which meet your needs. We believe we achieve this most of the time. If we are not getting it right please let us know. In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know of for any reason you are not satisfied with your dealings with the charity. As a charity The Erasmus Foundation has a committee of trustees known as the "Shenderin". Any complaint should be addressed to the Shenderin.

You can expect to be treated with courtesy, respect and fairness at all times. We expect that you will also treat our staff dealing with your complaint with the same courtesy, respect and fairness. We will not accept threatening, abusive or unreasonable behaviour by any complainant.

If you are not happy with The Erasmus Foundation please tell us. If you are unhappy about any The Erasmus Foundation's service, please speak to a member of the Shenderin.

If you are unhappy with an individual in The Erasmus Foundation sometimes it is best to tell him or her directly. If you feel this is difficult or inappropriate then speak to a member of the Shenderin.

Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within five working days.

Making a written complaint

If you are not satisfied with our response or wish to raise the matter more formally, please write to the Shenderin by email at admin@erasmus-foundation.org
or by post to:
The Erasmus Foundation
Moat House
Banyards Green
Laxfield
Suffolk
IP13 8ER.

All written complaints will be logged. You will receive a written acknowledgement within three working days.

The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If after we have responded you are not satisfied, please write to the Chair who will report the matter to the next meeting of the Trustees, which will decide on any further steps to resolve the situation. Finally, please also let us know if you are happy with The Erasmus Foundation's services.