Respite Association Complaints Procedure

Introduction
It is our intention to comply fully with the Fundraising Standards Board’s “Fundraising Promise” as by doing so we would hope that members of the public will have no need to complain about our fundraising practices. However, in the event that anyone does feel prompted to complain about our practices the following procedure is in place to appropriately address their concerns.

Making a Complaint: Stage one
In the first instance a member of the public may approach the administrator of the charity by telephone, email or letter (contact details shown below) to register a formal complaint. The administrator of the charity will undertake to acknowledge receipt of the complaint within 7 days and to provide a written response to the complainant within 21 days except in truly exceptional circumstances. In which case the administrator will advise the member of the public of the reason for the delay and how long it is likely to be delayed for, within the 21 day period.

Making a Complaint: Stage two 
In the event that the member of the public is not satisfied with the response from the administrator they can request that the matter be passed immediately to the Chair of the Board of Trustees who will then respond to the complainant no more than a further 7 days later. In the absence of the Chairman the Charity’s Hon. Treasurer or Secretary will act on their behalf to avoid delays. The whole procedure should not take more than 30 days except in exceptional circumstances.

Failture to resolve
If after stage two the complainant is still not satisfied with the responses given, the Charity will, at the written request of the complainant, pass the matter to The Fundraising Standards Board for adjudication and will accept their ruling.

We can be contacted as follows:

The Administrator, The Respite Association,  Greystones, 4 Lowgate Lane, Bicker, Nr Boston
Lincs, PE20 3DG
Telephone: 01406-701944 
email: help@respiteassociation.org

The Fundraising Standards Board can be contacted as follows (although, please note, the FSB would expect any complainant to have followed the above complaints procedure before addressing the matter directly to them).

Fundraising Standards Board, Hampton House, 20 Albert Embankment,
London, SE1 7TJ
Telephone: 0845 402 5442
Email: Complaint@frsb.org.uk

The Respite Association is a registered charity number 1086598

A message from our Patron Miss Joanna Lumley OBE, FRGS

" Of all the unsung heroes in the world, carers come top of my list. It is humbling to read of the love, time and dedication they give so constantly to others: their voices are seldom heard, as they so seldom complain. When they DO call for help we must react at once, with support and understanding and gratitude. And lovely money: what seems like peanuts to larger organisations would be a godsend to the Respite Association, as it means that we can help ease the burden (which would be intolerable in our own lives) and bring some comfort, escape and freedom to those who give their all to others every day and night, week after month after year. These are my heroes: these are the stars I admire and applaud. Knowing that every gift to Respite will bring happiness touches me hugely.  I am so proud to be Patron of this fine charity. "