Complaints made by phone/in person
Step 1: If a complaint is made by phone or in person, the Fundraising Complaints Co-ordinator will attempt to resolve the complaint there and then. If the complainant is satisfied, go to Step 3. If the complainant is dissatisfied, go to Step 2.
Step 2: The complainant's contact details will be taken and the complaint will be acknowledged within 14 days including a summary of the conversation and confirmation that the complaint will be dealt with within 30 days. Go to Step 3.
Complaints made in writing by post or email
Step 1: The complaint will be acknowledged in writing within 14 days including confirmation that the complaint will be dealt with within 30 days. It may be necessary to make contact within this period if further details or clarification is required. Go to Step 3.
Step 3: Details of the complaint will be logged on the Fundraising Complaints Database. If the complainant is satisfied, this is the end of the process. If the complainant is dissatisfied, go to Step 4.
Step 4: The fundraiser will be contacted to gather information relating to the alleged incident and all important points will be recorded.
Step 6: Having gathered all the relevant information, an assessment meeting between the Chief Executive, the Chairman and the fundraiser will be arranged.
Step 7: The assessment meeting will set out the nature of the complaint and determine what action needs to be taken. Any breach of the Institute of Fundraising's Code of Fundraising Practice. This information will be passed on to the FRSB if the complaint is referred to them.
As a result of the assessment meeting:
- If the complaint is justified, we will write to the complainant to apologise and let them know what action has been taken to improve future fundraising activities. Action will then be taken to prevent any recurrence of the problem.
- If the complaint is not justified, we will write to the complainant to explain that complaints are taken very seriously, but in this case fundraising practices do not need to be changed. A reason why will be given. In exceptional cases, we may need more than four weeks to gather all of the information needed to investigate the complaint. For example, if a key staff member is on annual leave or sick. If this happens, we will contact the complainant in writing outlining the situation.
Step 8: We will make it clear that if the complainant is not happy with our response, they should contact the Fundraising Standards Board within 2 months of receiving this response.
We are committed to investigate any complaint within three months of any incident.