Our Complaints Procedure
While we always try our best to make sure our work is to high standards, we know that sometimes this may not happen. We welcome feedback, concerns, and complaints as they help us know where we can do better.
If you would like to make a complaint about an event or fundraising practice or report an incident, please contact firstname.lastname@example.org. If you have a complaint about something other than fundraising, please email email@example.com.
Please include the following details in your message:
Your contact details, if you would like to receive a response
Whether you would like us to regard your feedback as a formal complaint
Information regarding the reason for your feedback, and details of when/how it occurred
What outcome you are hoping for i.e. what would best resolve your concern
If you ask us to register it as a formal complaint, we will keep a record of the details of your complaint and use our formal complaints process. This involves collecting and logging all the information related to the complaint and bringing it to the attention of our Executive Director if necessary.
We will aim to respond to your complaint within five working days - if your complaint is more complex this may take up to 20 working days however we will let you know if this will be the case.
Any complaints or feedback you share with us will only be shown to the necessary people, and we will maintain confidentiality regarding the individual identity of the complainant whenever possible during the investigative process.
For Fundraising Complaints:
We hope that we will be able to sort your concern to your satisfaction internally, however if you are not satisfied by our response, you can register your complaint with the Fundraising Regulator. This can be done through their website (https://www.fundraisingregulator.org.uk) or you can call them on 0300 999 3407.