Complaints Policy

Transport Benevolent Fund CIO (TBF) views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

Our policy is:

  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
  • To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
  • To make sure everyone at TBF knows what to do if a complaint is received
  • To make sure all complaints are investigated fairly and in a timely manner
  • To make sure that complaints are, wherever possible, resolved and that relationships are repaired
  • To gather information which helps us improve what we do

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of TBF.

Where Complaints Come From

A complaint may come from any person or organisation who has a legitimate interest in TBF.

A complaint can be received verbally, by telephone, by email or in writing.

This policy does not cover complaints from TBF staff, who should use TBF’s Disciplinary and Grievance policies.


All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.


Overall responsibility for this policy and its implementation lies with the board of trustees and responsible managers.

Complaints Procedure of Transport Benevolent Fund CIO

Publicised Contact Details for Complaints:

Written complaints may be sent to Transport Benevolent Fund CIO at Suite 2.7, The Loom, 14 Gowers Walk, London, E1 8PY or by e-mail to Verbal complaints may be made by phone to 0300 333 2000 to any of TBF’s office staff or at any of our events or activities.

Receiving Complaints

Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have.

Complaints received by telephone need to be recorded. The person who receives a telephone complaint should:

  • Write down the facts of the complaint
  • Take the complainant's name, address and telephone number
  • Note down the relationship of the complainant to TBF (for example: member, public transport employer)
  • Tell the complainant that we have a complaints procedure
  • Tell the complainant what will happen next and how long it will take
  • Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.

Resolving Complaints

In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.

Whether or not the complaint has been resolved, the complaint information should be passed to the Chief Executive Officer (CEO) within one week.

On receiving the complaint, the CEO records it. If it has not already been resolved, the CEO investigates it and takes appropriate action.

If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.

Complaints should be acknowledged by the person handling the complaint within a week. The acknowledgement should say the CEO is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.

Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

The decision taken by the CEO is final.

External Stage

The complainant can complain to the Charity Commission at any stage.

Appeal Against Expulsion from the Fund

If the complaint is about expulsion from the Fund and the complainant feels that this is unjustified they can request that their complaint against expulsion goes to the next TBF Board as an appeal.

The expelled member shall be given the opportunity to answer the allegations in writing and/or by attendance at the meeting. If attending the meeting, they shall be afforded the opportunity to be accompanied by a friend or colleague, subject to the person concerned not being a member of the legal profession unless they are themselves a member of that profession. Failure to respond to the allegation or to attend or address the Trustees shall not invalidate the enquiry. The decision of the Trustees shall be final.

External Stage

The complainant can complain to the Charity Commission at any stage.

Monitoring and Learning from Complaints

Complaints are reviewed annually to identify any trends which may indicate a need to take further action.