Introduction

Being responsive and fair in our interactions is important to us. When we miss the mark, we want to make sure it’s easy for you to let us know.

Filing a Complaint

Should you have a complaint about the service, actions, or lack of action by one or more of Vancouver Foundation’s staff or volunteers acting on our behalf, you may let us know in the following ways:

You can file a complaint in writing by mail, email, or fax, as well as verbally by phone or in person at our office. We will respond to a complaint received in writing within two business days to let you know we received it. You will then receive a full response within one week, and a final review and response within 30 days from when you filed the complaint.

When filing a complaint, please let us know:

• Your name and the best way to contact you
• The reason for your complaint
• A description of the circumstances around the complaint
• Any suggested actions or remedies that we can take to resolve the issue

You may wish to address the complaint directly to the person or people involved. However, you can also file a complaint at our general line, and it will be forwarded to the most appropriate staff. We will let you know who to expect a response from.