Complaints Procedure

1. What this procedure covers

This procedure applies to complaints from any individual or organisation about:

• The conduct of FAIR’s trustees, members, employees, volunteers, contractors, or agents acting on FAIR’s behalf;
• The accuracy, fairness, or appropriateness of FAIR’s public communications, including this website and printed materials;
• The fairness or transparency of any FAIR programme, application process, or membership decision;
• FAIR’s handling of personal data (see also our Privacy Policy);
• Any other action or decision of FAIR that you believe falls below the standard you are entitled to expect.

Concerns about the welfare or safety of a child or adult at risk should be raised under our Safeguarding Policy rather than through this procedure.

2. Our standards

• We take every complaint seriously, regardless of how it is raised.
• We do not retaliate against anyone who makes a complaint in good faith.
• We respond promptly - see the timescales below.
• We acknowledge errors openly and take meaningful corrective action.
• We treat every complaint with appropriate confidentiality.

3. How to make a complaint

You can complain by any of the following routes. There is no time limit, but it is helpful if you raise concerns as soon as reasonably possible after the matter arose so that we can investigate while events are fresh.

• Email: info@airights.org.uk (please write “Complaint” in the subject line)
• Post: The Foundation for Artificial Intelligence Rights, International House, 50 Essex Street, London WC2R 3JF

It is helpful if you can tell us:

• What happened, when, and who was involved;
• Why you are unhappy;
• What outcome you would like;
• Your contact details, so that we can respond.

You may complain anonymously, but this may limit our ability to investigate fully or respond to you.

4. Stage 1: Initial response

We will acknowledge your complaint within 5 working days of receipt. Where the matter is straightforward, we will aim to respond substantively within 15 working days. The response will explain our findings and any action we intend to take.

5. Stage 2: Review by the Board

If you are not satisfied with the Stage 1 response, you may ask the Chair of the Board of Trustees to review the matter. To request a review, write to info@airights.org.uk within 30 working days of the Stage 1 response, setting out why you are not satisfied. The Chair, or a Trustee delegated by the Chair (and not previously involved in the matter), will review the complaint and respond within 30 working days.

6. External escalation

If you remain dissatisfied after Stage 2, you may escalate the matter externally. The right route depends on the nature of the complaint:

• Concerns about the way FAIR is being run, governed, or managed - the Charity Commission for England and Wales: gov.uk/complain-about-charity.
• Fundraising-related complaints (when FAIR begins active fundraising) - the Fundraising Regulator: fundraisingregulator.org.uk.
• Concerns about how we have handled your personal data - the Information Commissioner’s Office: ico.org.uk/make-a-complaint.
• Concerns about a criminal offence - the police.

You may contact these bodies at any time without first using this internal procedure if you wish.

7. Vexatious or repeat complaints

Where a complaint has been investigated and resolved through this procedure, and the same complainant raises substantially the same matter again without new information, we may decline to re-investigate. We will explain our decision in writing.

8. Recording and learning

FAIR keeps a confidential record of complaints, the action taken, and the outcome. The Board reviews complaints data at least annually and uses it to improve our practice.

9. Review

This procedure is reviewed annually and after any significant complaint, to ensure it remains fit for purpose.