Talk2Nish is committed to ethical and responsible fundraising practices and is signed up to the Fundraising Regulator. We believe that it is vital that we address any fundraising complaints seriously and fairly. Fundraising complaints generally relate to issues such as putting excessive pressure on people to donate, unreasonable intrusion and misleading information.
2. Who to Contact:
The Talk2Nish Coordinator, Mandy Garner, is the designated person responsible for handling complaints by members of the public, volunteers and staff. They can be contacted via talk2Nishpm@gmail.com. Complaints can be made anonymously.
3. Complaint Lodging:
Complaints should be sent by email. While complainants can request anonymity, we require contact details in addition to details about the issue as part of the complaint. Complaints sent to Talk2Nish will be acknowledged promptly.
4. Investigation and Resolution:
Complaints will be investigated by the coordinator and a response given within three weeks of the complaint being made, unless it requires extensive investigation. The complainant will be told of the process and updated if there is any delay. If the complaint is found to be valid, an apology or explanation will be issued and any required corrective action taken.
5. Review and Appeal:
If the complainant is not satisfied with the resolution, they can appeal. This will be reviewed by a designated member of the board [not the coordinator] within three weeks.
6. Learning and Improvement:
Complaints will be used to learn from and improve fundraising practices and the charity will monitor and review complaints to identify trends and areas for improvement. Any learnings will be used to update policies, procedures and training.
7. Monitoring and Reporting:
The charity will monitor the implementation of the complaints policy via an annual review and the number and nature of complaints received will be logged and discussed by the board as well as the outcomes of the investigations. The charity will report on the complaints received in its annual report and accounts, as required by the Charities (Protection and Social Investment) Act 2016.
8. Confidentiality:
Talk2Nish will ensure that the policy respects the confidentiality of the complainant and the individual(s) involved in the complaint. Any personal information will be protected in line with GDPR.
9. External Review:
Complainants may have the option to escalate complaints to the Fundraising Regulator or the Charity Commission if they are not satisfied with the charity's response.
Comments