COMPLAINTS policy & PROCEDURE
We are committed to delivering a high standard of service to all individuals who come into contact with our Charity.
To help us maintain those high standards, we are keen to hear from anyone who believes we have fallen short in any respect.
We aim to promote the Fundraising Promise wherever practical.
The Fundraising Promise:
The Fundraising Standards Board’s Fundraising Promise is a commitment made to the public by members of the Fundraising Standards Board scheme. It has been compiled in consultation with fundraisers and the public and is based on six key pledges that centre on honesty, accountability and transparency. The Fundraising Promise represents a commitment to the highest standards of good practice, and to ensuring that all fundraising activities are open, legal and fair.
- We are committed to high standards.
- We are honest and open.
- We are clear.
- We are respectful.
- We are fair and reasonable.
- We are accountable.
We would expect to resolve any complaint within 14 working days, however if we need to conduct a more in-depth investigation, we will aim to provide a full response within 28 working days. If we are unable to meet that deadline due to exceptional circumstances, we will inform the individual concerned.
If the individual is not happy with the response that they receive, they can escalate their concerns to the Chief Executive who will consider the matter in more detail. We will include details of the escalation process in our response to the complaint.
Where a complaint relates to our fundraising practices, if the individual is still unhappy with our response once the Chief Executive has considered the complaint, they have the right to refer the complaint to the Fundraising Regulator. This must be done within two months of our final response. We will include details of the Regulator in our final response to the complaint.
In dealing with complaints, we recognise our duty to ensure that consent and confidentiality is not compromised during the complaints process unless there are professional or statutory obligations that make this necessary.
How to contact us
A complaint can be made in person to any member of our staff. They will log your complaint and this will be forwarded to the relevant person within our Charity.
Please call us on 01522 548469. A member of our team will log your complaint and this will be forwarded to the right person in the organisation.
Please email us at firstname.lastname@example.org, including in the subject line of your email the word “complaint”.