THE COMPLAINTS PROCEDURE

1. Getting in touch

You can contact us by using complaints form on our contact tab. It’s best to raise a complaint as soon as possible after the event it relates to and ideally within three months so we can investigate promptly.

2. Our response

We aim to acknowledge receipt of your complaint within three working days (if you’ve shared your contact information with us). Usually, our full response will be with you within 10 working days. However, if your complaint is complicated, it may take longer to investigate. We’ll keep you updated if that’s the case.

3. Making an appeal

If you’re unhappy with our response, please let us know. We’ll ask an independent member of our team to review the investigation that was carried out and the reply that was provided to you.

4. Your rights if you are unhappy

If you’re still unhappy with our final decision, you can have your complaint reviewed externally by contacting one of the organisations listed below.

Deciding whether we investigate a complaint

Although we are grateful for feedback, there are certain circumstances where we may choose not to investigate a complaint. For example, we might not investigate if a complaint:

• Uses language that is threatening, abusive or otherwise offensive
• Appears to be unfairly targeting a staff member or volunteer
• Relates to something we’re not involved in
• Has already been addressed and responded to according to the procedure set out on this page
• Is about something that happened too long ago, which means we can’t access the information we’d need to investigate the matter.

Who to contact if you’re unhappy with our decision

You have the right to contact these organisations if you’re unhappy with how we’ve dealt with your complaint.

Usually, these organisations will take up a case after giving us an opportunity to reply or provide some more information.

General Complaints

Charity Commission for England and Wales
PO Box 211
Bootle
L20 7YX

0300 066 9197

whistleblowing@charitycommission.gov.uk

Charity Commission website

Fundraising Complaints

If your complaint relates to fundraising, the Fundraising Regulator can investigate. You need to contact them within two months of receiving a response from us.

Fundraising Regulator
Eagle House
167 City Road
London
EC1V 1AW

0300 999 3407

Fundraising complaints procedure

Personal Data Complaints

If your complaint relates to the use of your personal data, then you can contact the Information Commissioner’s Office (ICO):

Information Commissioners Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

0303 123 1113

casework@ico.org.uk

ICO website