Fundraising Complaints Policy and Process
This page sets out the Brain Tumour Research Fundraising Complaints policy and the process by which you can make a complaint about the Charity.
The Fundraising Regulator defines a complaint as: “an expression of dissatisfaction, however made, about actions taken or a lack of action.”
When it is unclear whether a communication is a concern or a complaint, it has always been the policy of Brain Tumour Research to treat it as a complaint.
This document refers primarily to complaints about fundraising but the principles, regarding time scales, how we investigate complaints internally and how we learn from the complaints, are relevant to any other type of complaint the charity may receive.
The Complaints Process
To make a complaint, please email firstname.lastname@example.org or send it by post to the Director of Fundraising at: Brain Tumour Research, Suite 3, Shenley Pavilions, Chalkdell Drive, Shenley Wood, Milton Keynes, MK5 6LB.
When a communication that is considered to be a complaint is received by email, we acknowledge the communication by return email within two business days. When a communication that is considered to be a complaint is received by post, we acknowledge the communication by post within five business days. Our responses are not automated.
As part of our acknowledgement to any complaint, we will set out a time frame for issuing a full response. The time frame shall usually fall within fifteen working days. If a more complicated complaint is made for which the Charity requires more time, we will always let you know this.
All communications that are considered to be a complaint are circulated to the senior management team of the Charity. The Chief Executive or one of the Directors assigns a member of the team to investigate the complaint. Where possible, the investigator is independent of the specific events complained about but will often be a senior member of the relevant department.
Wherever possible, Brain Tumour Research team members are informed if a complaint has been made about them or actions for which they were responsible; we have a duty of care to Brain Tumour Research team members who are the subject of a complaint as well as to complainants and we are committed to ensuring that team members have an opportunity to respond to the allegations made.
We investigate complaints thoroughly and fairly to establish the facts of the case. This includes reviewing all relevant evidence and might include speaking to any individuals complained about as well as the complainant and any third parties involved.
Reaching a decision
The Charity will provide clear, evidence-based reasons for our decisions and we are committed to ensuring those decisions are proportionate, appropriate and fair.
We will respond openly to all of the substantive points raised by a complainant and explain why we consider those points are justified or not.
We will respond to all complaints in a respectful manner. We acknowledge your experience as a complainant, whether the investigation determines that your complaint is justified or not.
If our investigation has found that things have gone wrong, we will take proportionate action to put things right, including apologising where appropriate. We will also tell you about the lessons learnt and any changes we make to our services, guidance or policy as a result of your complaint.
We keep a record of the complaints we receive, the outcomes of any investigations and the reasons for any decisions. The management team of the Charity regularly review the complaints we have received to identify any trends or wider learning.
Where appropriate, we also consider how this reporting links to the requirement outlined in the Charities (Protection and Social Investments) Act 2016, which requires registered charities that, by law, must have their accounts audited to include extra information about fundraising complaints in their annual report and accounts.
In the event that Brain Tumour Research is unable to resolve a fundraising complaint, you may want to contact the Fundraising Regulator.
(Last updated June 2018)