Fundraising Complaints Policy - Leicester Animal Aidfeature image

Fundraising Complaints Policy

Registered with the Fundraising Regulator

Leicester Animal Aid is committed to providing excellent levels of service.  We constantly strive to meet the expectations of our visitors, supporters, donors and members.  We welcome feedback on where our services can be improved or where your expectations have not been met. 

This policy refers to complaints regarding fundraising practice. All other complaints should be made using our standard complaints procedure

In addition to our fundraising complaints procedure, LAA is registered with The Fundraising Regulator.

The Fundraising Regulator

The Fundraising Regulator is an independent, not statutory body and holds the Fundraising Code of Practice for the UK and regulate fundraising in England, Wales and Northern Ireland.  They set and maintain the standards for charitable fundraising, aim to ensure that fundraising is respectful, open and honest and accountable to the public.   

You can access the Fundraising Code of Practice at: https://www.fundraisingregulator.org.uk/code-of-fundraising-practice

Download LAA's full Fundraising Complaints Policy here

Leicester Animal Aid’s Complaints Procedure:

Stage 1 – make an informal complaint to Leicester Animal Aid

An ‘informal complaint’ does not mean it is any less of a complaint.  The vast majority of complaints can be addressed and resolved at this stage.  We will treat your complaint with respect, in a prompt manner and look for a successful outcome.  We will try to address and resolve your complaint through informal attempts such as discussion and negotiation.

Procedure:

As soon as possible after the incident (ideally within three months) raise the concern directly with the Fundraising Manager: Helen Wilber by telephone on 01455 888257 or email  helen.wilber@leicesteranimalaid.org.uk

You can also write to Helen at our Centre address (LAA, Elmwood Farm, Forest Road, Huncote, Leics, LE9 3LE)

If you are not satisfied with the response or if you prefer, you can contact the Fundraising Complaints Co-ordinator, Keely Furborough.  If the complaint is in regard to the person named as the Fundraising Complaints Co-ordinator, you can contact the Secretary of the Association, Anabel McDougall in writing c/o the Centre address. 

We will keep a written record of your complaint (for at least 24 months from the date the complaint was made) and commit to acknowledge your complaint as quickly as possible (usually within 7 days from the date of receipt of your complaint), investigate and provide you with the outcome in a timely manner (within 28 days of acknowledgement of receiving the complaint). 

It is hoped that most concerns and complaints can be resolved at stage 1.  If not, you may wish to proceed to stage 2 of the procedure.

Stage 2 – make a formal complaint to Leicester Animal Aid

If you feel your complaint has not been satisfactorily resolved, or your complaint is very serious in nature and you do not wish to use stage 1, you can raise a formal complaint.

Procedure:

All formal complaints need to made in writing to the Fundraising Complaints Co-ordinator using our Fundraising Complaints Form.  If the complaint is in regard to the Fundraising Complaints Co-ordinator please send this to the Secretary of the Association. 

Upon receipt of the formal complaint, we will acknowledge receipt of this usually within 7 days from the date of receipt. 

We will keep a written record of your complaint (for at least 24 months from the date the complaint was made)

The Chairman of the Association will be notified of your formal complaint.

The recipient of the complaint will invoke an investigation.

You will be kept informed of the progress of the complaint. 

The outcome of the investigation into your complaint will be put in writing and sent directly to you.  We aim to resolve all complaints within 28 working days from receipt of the complaint. 

Unreasonable behaviour

We reserve the right to reject complaints which are abusive or characterised by unreasonable behaviour whether in terms of the nature of the complaint or the manner in which it is pursued.

We reserve the right to take appropriate action in cases where a complainant behaves unacceptably. This may involve restricting the manner in which the complainant may communicate with our staff.

Stage 3 – refer complaint to the Fundraising Regulator

If you are not satisfied with the result at stage 2 of this procedure and you still believe that there has been an infringement of the Fundraising Codes of Practice, or if you have not had a response with 28 working days after acknowledgement of receipt of the complaint, you can refer your complaint within the next two months to:

Fundraising Regulator

2nd floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH

Tel: 0300 999 3407 or email:  enquiries@fundraisingregulator.org.uk

Website:  www.fundraisingregulator.org.uk

Leicester Animal Aid’s Fundraising Complaints Co-ordinator is:

Keely Furborough, General Manager

Tel:  01455 888257 or email keely.short@leicesteranimalaid.org.uk

Leicester & Leicestershire Animal Aid Assoc

Elmwood Farm, Forest Road, Huncote, Leics. LE9 3LE

Registered Charity number: 242560