1. Introduction
Hope and Homes for Children is committed to the highest standards of fundraising practice. We value every supporter and strive to ensure that all interactions with our organisation are positive, respectful, and transparent. We recognise the importance of listening and responding to concerns or complaints to improve our work and maintain public trust.
2. Purpose of this Policy
This policy sets out how individuals can raise concerns about our fundraising activities and how we handle, investigate, and resolve those complaints. It applies to all fundraising conducted by Hope and Homes for Children, including activities carried out by staff, volunteers, agencies, and partners acting on our behalf.
3. What Counts as a Fundraising Complaint?
A fundraising complaint is any expression of dissatisfaction about:
- Our fundraising methods, communications, or materials
- The behaviour of anyone fundraising for us
- Compliance with fundraising regulations or standards
- How personal data has been used in the context of fundraising
- Any situation where a supporter feels we have fallen short of expectations in our fundraising practices
4. How to Make a Complaint
We aim to make the complaints process clear and accessible. Complaints can be made through any of the following channels:
Email: [email protected]
Phone: 01722 790111
Post:
Hope and Homes for Children
The Guild
King Street
Wilton
SP2 0RS
To help us respond effectively, please provide as much information as possible, including:
- Your name and contact details
- Details of your concern, including dates, locations, or reference numbers
- Any supporting information
5. How We Handle Complaints
We treat all complaints seriously and confidentially. Our process includes:
- Acknowledgement – We will acknowledge your complaint within 5 working days of receipt.
- Investigation – The relevant team will investigate the issue thoroughly and fairly.
- Response – We aim to provide a full response within 20 working days. If more time is needed, we will keep you informed.
- Outcome – We will explain our findings, any actions taken, and what steps we will take to prevent similar issues in future.
6. Escalation Procedure
If you are dissatisfied with our response, you may request for the complaint to be reviewed by a senior manager.
If you remain dissatisfied with the outcome, you are entitled to raise the matter with the Fundraising Regulator. The Fundraising Regulator is the regulatory body for UK fundraising, overseeing charities and agencies compliance with the Code of Fundraising Practice. They can adjudicate on complaints relating to fundraising activities, where the complainant and charity cannot reach a resolution.Information regarding how and when to escalate a complaint to the Fundraising Regulator can be found here: www.fundraisingregulator.org.uk/service/complaints-and-investigations/make-complaint
7. Confidentiality and Data Protection
All complaints will be handled in accordance with data protection legislation. Any personal information you provide will only be used to process and monitor your complaint.
8. Learning and Improvement
We are committed to continuous improvement. Complaints are logged, reviewed, and analysed to help us identify trends and strengthen our fundraising practices. Insights gained from complaints will be shared appropriately within the organisation to support learning.
9. Monitoring and Review of this Policy
This policy will be reviewed annually or sooner if required to ensure that it remains compliant with legal requirements and sector best practice.
For any questions about this policy or our fundraising practices, please contact us at [email protected].
