Refugee Action: Fundraising Complaints Procedure, September 2019

We value your feedback. If you’d like to make a complaint about any aspect of Refugee Action’s fundraising, you can rest assured we will listen, take your concerns seriously, and work flat-out to resolve any issues as fast as possible.

We’re a small charity and we’re always learning from experience. We view feedback and complaints as a chance to learn and improve, and we are grateful for the opportunity to respond.

Get in touch:

We are always happy to hear your feedback about our fundraising activities. If you have any feedback or concerns you’d like to put forward to the team here, you can contact us in one of the following ways:

  • Call our supporter care team on 0845 894 2536
  • Email the supporter care team at giving@refugee-action.org.uk
  • Write to us at Victoria Charity Centre, 11 Belgrave Road, London, SW1V 1RB

To help us respond appropriately to your feedback, please provide us with the following information:

  • Your name and contact details
  • The reason for your feedback
  • If you would like it to be formally regarded as a complaint
  • Dates and times (if possible) of your issue
  • What outcome you’re hoping for i.e. what would resolve any complaint for you.

Please note – this process is specifically for our fundraising. If you have a complaint about any other aspects of our work, please email info@refugee-action.org.uk.

What happens next?

If you would like your feedback to be regarded as a complaint, we will use our formal complaints process. We will gather all information relating to the complaint, log it and investigate. This includes bringing it to the attention of senior staff when needed.

How long will it take?

We will acknowledge receipt of your complaint within 3 working days.

In the first instance, your complaint will normally be dealt with by a member of the team involved. We will acknowledge receipt of the complaint within three working days and respond to your complaint within 10 working days.

If you are unhappy with their response, or with the progress of a complaint, you can ask for the matter to be passed to the relevant head of team. A full response will be made within a further 10 working days of receipt.

In the unlikely event that we have been unable to completely satisfy your query or complaint, at this stage, we would be happy to pass it on to the Chief Executive Officer for a final response. A full response or acknowledgement will be provided within a further 10 working days of receipt.
Please note that these are maximum response times and we aim to resolve complaints much quicker than this.

What happens if you’re not satisfied with our response?

We sincerely hope our team can resolve your complaint to your satisfaction. However, if your complaint is about fundraising and you’re not satisfied with our response, you can ask the Fundraising Regulator to consider it (within two months of our response). You can do this by:

  • Submitting your complaint through the Fundraising Regulator website
  • Calling the Fundraising Regulator on 0300 999 3407

For serious complaints relating to another area of our work (for example complaints concerning improper activity/a breach of our purpose or illegal activity), if you do not feel completely satisfied by our response, then you can contact the Charity Commission at the address below:

The Charity Commission
PO Box 1227
Liverpool
L69 3UG
0845 3000 218
www.charity-commission.gov.uk

Date last reviewed: 5 September 2019