How to make a complaint

We would expect to resolve any day-to-day complaints informally and as quickly as possible.

Should you feel unhappy about any aspect of your engagement with C40, please talk to your usual C40 contact person in the first instance.

Please also refer to our other relevant policies, including but not limited to:

If you are a C40 member of staff, please use the avenues provided in C40’s Code of Conduct and Grievance Policy.

Get in touch 

If the above avenues do not resolve your complaint, you can choose to contact C40 Legal by either:

  • Filling out the online contact form below; or
  • Writing to us via regular mail, addressed to:

C40 Legal, 120 Park Ave., Floor 23, New York, NY 10017.

To help us resolve the issue promptly, please contact us as soon as possible, providing clear details and specifying what aspect of C40’s work the complaint is about. We also welcome your suggestions as to how the complaint should be best resolved.

What we will do 

C40 Legal will review the complaint and respond directly or identify the best person to investigate the circumstances leading to the complaint. C40 will typically acknowledge the receipt of legitimate complaints within 5 working days.

Please bear in mind that we have limited resources and we must use these in the best way possible. We may choose not to respond to a complaint if:

  • It has no connection to C40’s work or there is no clear issue for us to address;
  • It has already been addressed and escalation points have been offered;
  • It is abusive, offensive, immaterial, or otherwise vexatious.

Where we investigate further, we will communicate the outcome of the complaint to you within a reasonable time – normally within 20 working days of receipt. Where appropriate, your concern may also be escalated to our General Counsel and/or an appropriate Management Team member.

Our promise

Legitimate complaints will be dealt with in a professional, discreet, and sensitive manner. They will be assigned quickly to the most appropriate person to deal with the complaint in line with the relevant policy. We will review all issues raised fully and objectively.

We will do everything we can to put things right and will review our procedures where necessary to stop problems from happening again.

While your complaint may be recorded, we will maintain confidentiality to the extent possible and in line with our Privacy Notice.

Contact us

If you think that your complaint has not been resolved after exhausting the above avenues, you may have the right to contact the relevant national regulator in your jurisdiction.