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, Highfield Barn, Lewdown, Okehampton, Devon EX20 4DS
Telephone: 01566 783383
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