The complaint should be made to us within 12 weeks of the incident or communication and you should provide as much information as possible in order to allow us to make a decision. If we require any further information, we will contact you to request this.
Timescales for decision
We aim to complete investigations within 13 weeks of receiving a complaint but this may take longer depending on the complexity of the case and if we need to come back to you for further information. If we need to work jointly with another Regulator, the investigation could take longer. We will, however, always advise you of any delays.
What’s in our Complaints Policy
Our complaints policy sets out some general information such as:
- The types of complaints we can and cannot deal with
- Who can complain
- Unreasonable behaviour
- Complaints about the Panel
It also sets out the procedure we follow when handling complaints about fundraising. An overview of the process is detailed below but we would recommend your read our policy in full.
- Submit your complaint – you can submit your complaint to us using the online complaint form
- Acknowledgement – we aim to issue an acknowledgement to you within one week including a reference number for your complaint
- Initial assessment – we’ll review your complaint to ensure it’s within our remit and, if it’s not, we’ll let you know within four weeks of receiving your complaint
- Further information – once we’ve carried out an initial assessment of your complaint, we may request further information in order to proceed
- Assessment – once we have all the information we need, we’ll make an assessment of your complaint in line with the Code of Fundraising Practice and decide whether there has been a breach
- Decision – you’ll receive a decision from us detailing whether the charity has breached the Code or not, and an explanation of how we came to our decision