Fundraising Complaints?
Our Fundraising Service Complaints Procedure
As a member of the Fundraising Standards Board (FSB) the Sailors’ Society is committed to delivering a quality fundraising service at all times and adhering to the recognised standards of fundraising practice, as established by the Institute of Fundraising.
However, we do accept that occasionally things can go wrong. If you are dissatisfied with any aspect of the fundraising service you receive from the Sailors’ Society we would like to hear from you. Equally, if you are pleased with the services offered, or have a suggestion on how we might improve our fundraising approach, please do let us know.
If you have a complaint about fundraising what happens?
If you have a complaint about our fundraising activities then we need to know the exact nature of the problem. Please provide as much information as possible about the service provided, the event concerned, the individuals who you think may be involved and why you felt that the service we offered did not meet your expectations.
How to lodge a complaint
You can make your complaint in whatever form is most convenient to you. If you know who it is in our Society who was involved you can telephone and speak to the appropriate member of our staff. If you do not know whom you should talk to, our Receptionist will help. Alternatively you can write to, fax or email the Complaints Administrator. Please address your concerns in the first instance to:
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Gloria Seagrave
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Senior Administrator
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Sailors’ Society
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350, Shirley Road, Southampton
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Hampshire
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SO15 3HY
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| Tel: +44 (0)2380 51 59 66 |
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How we will handle your complaint
- If you telephone us, the complaint will be logged. Whoever takes your call will attempt to resolve the issue for you. If you are not satisfied with the response you receive at this stage you can submit a formal complaint to us in writing, including by email or fax.
- If your complaint is in writing we will acknowledge your written complaint within 14 days;
- If the person who is dealing with it cannot initially resolve your complaint, it will be directed to the relevant senior member of staff for action.
- It is our intention that we will seek to resolve the complaint within 30 working days of receipt;
- In exceptional cases, (e.g. when a matter is very complex or where we have to consult a third party on the matter) it may take longer than 30 days to gather all the information we need to properly investigate (e.g. if a key member of staff is overseas or on leave). In such an event we will contact you in writing with a revised timescale. We will also contact the Fundraising Standards Board to notify them of the reason for the delay.
Our Chief Executive Officer accepts full responsibility for effective handling of complaints. In all cases we will treat your complaint with fairness and objectivity.
What happens if you are dissatisfied with outcome of the investigation?
If you are dissatisfied with our response at the end of that process set out above, you may refer the matter for further investigation to the Fundraising Standards Board within 2 months of receiving our response. The necessary contact details will be sent to you with the outcome of our investigation.