Complaints Process

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The Edridge Fund of Napo – Complaints Procedure


This policy is for anyone eligible to join Napo – The Trade Union and Professional Association for Probation and Family Court Staff, whether or not you are a member, or for any individual who has made an application for financial assistance. It is made available via the Edridge Fund website and on request a copy may be obtained from the Edridge Fund Administrator or the Secretary to Trustees.


The Edridge Fund exists to provide financial assistance and advice to its beneficiaries in times of hardship and distress. The Trustees consider each application individually on its merits and aspire to ensure full consideration of all relevant factors before reaching a decision. The staff, trustees and reps of Edridge Fund work to provide an efficient and friendly service to those seeking assistance. This is all within the context of a small charity which is heavily reliant on the goodwill of volunteers and an annual grant from Napo.

Communication and feedback are crucial in monitoring standards and improving provision. If you have a concern or complaint, you should feel this can be voiced and that it will be taken seriously.

It is hoped that all complaints can be resolved within 28 days of the complaint being made.

If you are dissatisfied with the outcome of your application you should contact the Chair of Trustees in writing. The Chair of Trustees will not normally have been involved in the application decision making process or had any direct prior involvement in the matter. In the event that the Chair of Trustees identifies that he or she has had prior involvement, or there is a conflict of interest, then at his or her discretion an independent decision-maker shall be appointed.

The Chair of Trustees (or independent decision-maker) will investigate the complaint making sure that policies and procedures have been followed and make any further enquiries that are deemed appropriate.

He or she will write to you with a decision setting out the conclusions reached. This will usually be within ten days of receiving your formal complaint.

There is no further right of appeal.

Further details regarding complaints regarding charities may be found at

Reviewed and revised by the Trustees of the Edridge Fund of Napo on 10th May 2018.

The Edridge Fund of Napo – registered charity 803493


Boat Race House, 65 Mortlake High Street, London, SW14 8HL

Telephone: 020 3397 7025 (Central Voicemail – standard call rates apply)

Secretary to the Trustees: Karen Monaghan email: 

Reviewed January 2024