Feedback and complaints
How to give us feedback
We welcome your feedback and comments to help us improve the work we do across all aspects of our organisation.
If you have general positive or negative feedback about an interaction you’ve had with us or something you have seen on our website, social media or in person, please contact us.
0191 378 6340
If you want to appeal against our decision about your grant application, please go to the Grant Making Principles page. Here you’ll find details of how to appeal a grant decision.
Submitting a formal complaint
Right to Appeal
If you’re unhappy with the outcome after we’ve investigated your complaint, you can ask for your complaint to be referred to the Chair of the Board.
Please include all the details of your previous complaint and the reasons why you’re unhappy with the outcome.
Our commitment
If you make a complaint to Point North, you can be assured we will:
- Take all complaints seriously.
- Treat you with courtesy and fairness at all times.
- Treat your complaint in confidence.
- Follow a standard, transparent process.
What to include in a complaint
Please make sure that your complaint includes the following information:
- Your name and contact details
- How you would like to be contacted by us
- A clear description of your complaint
- The names of any Point North staff members involved
- What action or outcome you would like.
The process
If you make a complaint we will:
- Respond initially within five working days.
- Tell you who will deal with your complaint.
- Request any additional information.
- Ask you how you prefer to be contacted about your complaint.
- Investigate your complaint thoroughly.
- Send you a report of the findings.
- Discuss next steps with you.
If you want to appeal against our decision about your grant application, please go to the Grant Making Principles page. Here you’ll find details of how to appeal a grant decision.