Fundraising complaints policy and procedure

Introduction

At Wycombe Homeless Connection (WHC), we are committed to pursuing excellence and maintaining good relations with everyone we interact with.

WHC is registered with the Fundraising Regulator and aims to follow its Code of Fundraising Practice and the Fundraising Promise which can be found here.

When our fundraising or associated activities fall short of our standards, it is important that we know about it so that we can effectively deal with the situation, learn from it and improve procedures to avoid it happening again.

WHC will give careful consideration to all complaints and deal with them fairly, honestly and swiftly at an appropriate level, involving trustees where needed.

The policy and procedure will be easily accessible and publicised.

The procedure for making a complaint

We encourage you to call us, write to us or email us about your complaint and we will be happy to look into the issue promptly. Our contact details are below:

By post:
The Fundraising and Marketing Manager
Wycombe Homeless Connection
Oakley Hall
8 Castle Street
High Wycombe
HP13 6RF

Email: communications@wyhoc.org.uk

Telephone: 01494 447699

Our online contact form: Click here

We will aim to reply within five working days. If this is not possible because of the investigation required, then we will acknowledge your complaint within five working days and aim to provide a full reply within ten working days.

If, after contacting the fundraising and marketing manager, you are still unhappy, let us know and the complaint will be passed to our chief executive for further investigation and a reply will be sent within an additional five working days.

If you are still not satisfied, you can contact the independent regulator:

By post:
Fundraising Regulator
2nd Floor, CAN Mezzanine Building
49-51 East Road
London N1 6AH

Email: complaints@fundraisingregulator.org.uk

Website: www.fundraisingregulator.org.uk

Telephone: 0300 999 3407

Or you can complain online here.