London Marathon Foundation Complaints Policy

1. Purpose 

1.1 The London Marathon Foundation (the “Foundation”) is committed to resolving complaints in an appropriate, fair and timely way.   The Foundation welcomes feedback as it helps to understand more about how the public feel about its work, and it provides an opportunity to improve the way it works. 

1.2 This Policy sets out how to make a complaint, what to expect from the Foundation when a complaint is made and how to escalate it if a complainant is unhappy with the outcome.

2. Scope

2.1 This Policy refers exclusively to Trustees, Foundation staff and volunteers and not to its subsidiary trading company which has its own complaint procedures. 

3. Making a complaint 

3.1 The Foundation defines a complaint as a considered communication from a member of the public which states:

a. an expression of anger, upset or dissatisfaction at or with LMF;

b. something about LMF that is the cause or subject of protest or outcry;

c. an allegation concerning the Foundation, its subsidiary trading company and any of its subsidiaries or an organisation supported or funded by the Foundation, subject to 5.1 below;

3.2 A complaint can be made by email, in person or by letter. 

a. Email: [email protected]

b. Office address:  190 Great Dover Street, London, SE1 4YB

4. Complaints process

4.1 The Foundation will acknowledge receipt of the complaint.

4.2 The Foundation will carry out a full investigation of the complaint and will advise the complainant of its findings within 30 days of acknowledging receipt (provided that the incident within the complaint happened within three months of the date of the complaint).

4.3 Note that the Foundation handles all complaints impartially and making a complaint will not affect the future level of service received from the Foundation

4.4 Complaints that are made regarding the behaviour, conduct or performance of the staff of LMF will be investigated in line with the London Marathon Group Disciplinary process.

5. Complaints about events organised by London Marathon Events

5.1 Any complaints concerning events organised by London Marathon Events Limited (LME) or its subsidiaries should be directed to the LME at [email protected]. 

6. Timing of complaints

6.1 The Foundation may be unable to investigate and resolve complaints if they refer to an incident more than three months in the past.

7. Complaints and anonymity 

7.1 The Foundation can usually only investigate complaints where the identity of the complainant is known so that it is possible to go back and verify information if needed. 

7.2 When an anonymous complaint is received of a serious nature, the Foundation may consider investigating if there is enough information to guide further enquiries. 

8. Regulatory and legal bodies

8.1 The Foundation may decide to pass a complaint to regulatory or legal authorities (eg the Charity Commission or the Police) in the UK if there is a reasonable basis to suspect that an organisation or individual have acted illegally.

9. Complaints about grantmaking 

9.1 The Foundation works hard to ensure that the assessment of applications and management of grants is done in a fair and consistent way. 

9.2 The Foundation cannot consider appeals against the rejection of an application by a shortlisting team or a final decision by Trustees to reject an application or withdraw a grant. 

9.3 If an organisation or individual is unhappy about the Foundation’s decision making, application processes or management of a grant, the complaints process outlined above should be followed.

10. Complaints about organisations funded by the Foundation

10.1 The Foundation will usually only consider complaints against funded organisations regarding: 

a. failure to comply with conditions of grant;

b. allegations of inappropriate behaviour by organisation staff in relation to projects funded by the Foundation;

c. concern over the effectiveness or transparency of governance, financial and resource management systems; or

d. allegations about an organisation or individuals with the funded organisation that, by association, may damage the Foundation’s reputation.

10.2 If an individual or organisation would like to make a complaint regarding an organisation funded by the Foundation, they should follow the Foundation’s complaints procedure outlined above.

10.3 In some instances, it may be decided that the complaint should be passed to the grant-holding organisation so that they can undertake their own investigation. 

10.4 The Foundation will always seek to keep the complainant’s identity confidential, unless otherwise agreed with the complainant.

11. Responsibility and reporting 

11.1 Overall responsibility for this Policy and its implementation lies with the Board of Trustees. 

11.2 An annual report summarising any serious incidents or complaints will be produced for the Board of Trustees.  

The Foundation reserves the right to change the terms of this Policy and to introduce a replacement as may be required.