Fundraising Complaints Procedure

1. Purpose 

Seaton & District Hospital League of Friends is committed to high standards in fundraising and to treating donors, supporters and fundraisers with respect.  This procedure explains how we handle complaints about our fundraising activities in a fair, transparent and timely way.

2. Scope

This procedure applies to anyone who is raising funds for The League, including staff, volunteers, trustees, third-party fundraisers and any other supporters.  It applies to complaints about: 

• • Fundraising communications (post, phone, email, SMS, social media). 
  • Behaviour of staff, volunteers, or third-party fundraisers.
  • Fundraising events or campaigns. Use of personal data in fundraising. 
  • Pressure, persistence, or misleading information related to fundraising.

3. How to Make a Complaint

Complaints can be made by anyone and may be submitted in writing to: 

By Email: info@seatonlof.co.uk    

By Post: Seaton Hospital League of Friends, Seaton Hospital, Valley View, Seaton, EX12 2UU 

Please provide where possible: 

• • Your name and contact details.
  • A description of the complaint.
  • Dates, times and locations involved.
  • Names of individuals or organisations involved (if known)

Anonymous complaints will be considered where sufficient information is provided. 

4. Acknowledgement

We will acknowledge receipt of a complaint within 5 working days, explaining 

• • Who is handling the complaint.
  • When you can expect a response 

5. Investigation 

Where possible, complaints will be investigated by a member of staff not directly involved in the matter.  We will review all relevant information regarding the issue fairly and proportionately. 

6. Response 

We will respond to you with the outcome within 30 working days, where possible.  If this is not possible, we will explain why, and provide an expected response date. 

7. Learning and Improvement 

We will take complaints seriously and use them to: 

• • Improve our fundraising practices.
  • Train staff and volunteers.
  • Ensure compliance with the Code of Fundraising Practice

A record of complaints and outcomes will be kept securely. 

8. If the Complainant Is Not Satisfied 

If a complainant is unhappy with our response, they can contact the Fundraising Regulator, which independently oversees fundraising standards in England, Wales and Northern Ireland. 

www.fundraisingregulator.org.uk 

We will provide information on how to do this if requested. 

9. Data Protection

All personal data relating to complaints will be handled in accordance with UK data protection legislation.  

10. Review 

This policy will be reviewed every 2 years or sooner if there are changes to fundraising regulations or guidance.