Contents
1. Purpose ……………………………………………………………………………………………………………………………….. 2
2. Scope …………………………………………………………………………………………………………………………………… 2
3. The Policy …………………………………………………………………………………………………………………………….. 2
4. The Procedure ………………………………………………………………………………………………………………………. 3
5. Responsibilities ……………………………………………………………………………………………………………………… 5
5.1. Compliance, monitoring and review ……………………………………………………………………………………. 5
5.2. Reporting ……………………………………………………………………………………………………………………….. 5
5.3. Records Management ……………………………………………………………………………………………………… 5
6. Definitions …………………………………………………………………………………………………………………………….. 5
1. Purpose
The purpose of this procedure is to provide an efficient and robust fundraising complaints process for supporters, in line with Autism Together’s values, and the standards set by the Fundraising Regulator.
The Fundraising Regulator states, “Autism Together must have a clear and publicly available fundraising complaints procedure which fundraisers can explain to existing or potential donors.”
“If the charity’s fundraising partners do not have a suitable clear and publicly available complaints procedure of their own, they must agree to follow Autism Together’s.”
When Autism Together or a fundraising partner receives complaints about their fundraising, they must:
•investigate thoroughly and fairly;
•respond fairly and in a way that is appropriate to the complaint;
•avoid unnecessary delays; and
•regularly review complaints and use any relevant learning to make improvements to future fundraising.
Autism Together must have a clear, published procedure explaining how staff and volunteers can report any concerns they have about its fundraising practice. Autism Together must make sure the procedure includes:
•the type of issues that can be raised and the process for doing so;
•how the person raising a concern will be protected from victimisation and harassment;
•what it will do when it receives a concern; and
•how to report concerns to the Fundraising Regulator if it is not possible to consider or deal with them appropriately within the charity.
The procedure applies to anyone accessing the Autism Together Fundraising Team.
Autism Together is committed to excellent customer service. We regard complaints as an opportunity to turn a negative experience into a positive one, as well as an opportunity to learn and to improve.
The types of issues that can be raised include:
•Misleading information.
•Pressure tactics.
•Lack of transparency.
•Data Protection and Privacy.
•Unethical or inappropriate behaviour.
•Accessibility issues.
•Misuse of funds.
•Third-party fundraising concerns.
•Complaints about events.
The purpose of the complaint’s procedure is to ensure that we:
•Listen and are responsive to people who raise an issue with us.
•Respond swiftly.
•Are fair and consistent.
•Offer solutions and/or explanations.
•Offer complainants recourse to someone more senior/more independent if they wish.
•Ensure that staff who are mentioned in complaints receive support.
•Ensure members of staff have an opportunity to respond to the allegations made.
•Respect confidentiality.
•Record complaints consistently and monitor what we record.
•Use complaints positively as an opportunity for learning and improvement.
•Protect those raising a concern from victimisation and harassment.
•By treating all concerns confidentially where possible and by making it clear that retaliation, victimisation, or harassment of anyone raising a concern will not be tolerated. Include disciplinary consequences for those who engage in such behaviour.
Autism Together is committed to ensuring that anyone who raises a concern or complaint about fundraising activities is treated with respect and fairness. Individuals will be protected from any form of victimisation, harassment, or disadvantage as a result of making a complaint. We encourage openness and transparency, and we will take all necessary steps to ensure that complainants feel safe and supported throughout the process. Any attempt to retaliate against or intimidate someone for raising a concern will be treated as a serious matter and addressed in line with our organisational policies.
Complaints can be made in any of the following ways:
Phone: 0151 482 3136
Post: Lisa Masters MCIOF (DIP), Head of Fundraising, Autism Together, Oak House, 6 Tebay Road, Bromborough, CH62 3PA
All complaints, and their progress, must be recorded in the “Complaints” file. A note must also be made under the complainants’ account, on the fundraising database, to identify that any contact/correspondence should be made by the Head of Fundraising only.
On receipt of a complaint, the Head of Fundraising will send out a letter of acknowledgement, setting out the complaints procedure and timescales. Complaints will be reviewed, and the Head of Fundraising will aim to respond within seven working days of receipt, but it can take up to 10 working days. If the matter requires further investigation, the Head of Fundraising will provide an update within 10 working days of receipt.
Where possible, Autism Together should ensure that complaints are investigated by someone within the organisation who is independent of the events complained about. Where this is not possible, Autism Together should consider whether a third party outside of the organisation should be asked to investigate the complaint.
Having reviewed the complaint, the Head of Fundraising will provide clear, evidence-based reasons for the decision and ensure those decisions are proportionate, appropriate and fair. This means responding openly to all of the substantive points raised by a complainant and explaining why the Head of Fundraising considers those points are justified or not. When responding to complaints, the Head of Fundraising will be respectful and acknowledge the experience of the complainant, whether the complaint is justified or not. Autism Together should take responsibility for the actions of its staff and those acting on behalf of the organisation. When responding to a complaint, the Head of Fundraising will acknowledge if things have gone wrong and take proportionate action to put things right, including apologising where appropriate. This will also include telling the complainant about the lessons learnt and any changes made to services, guidance or policy as a result of the complaint.
If the complainant is unsatisfied with the outcome of the complaint, it will be escalated to the Director of Finance, where a review of the complaint will be carried out. Autism Together aim to complete investigations within 25 days of their start date.
If the complainant remains dissatisfied with the outcome, they 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.
Complaints are required to be assessed by the charity before raising with the Fundraising Regulator.
Fundraising Regulator 2nd Floor, CAN Mezzanine 49-51 East Road London, N1 6AH
Phone: 0300 999 3407 http://www.fundraisingregulator.org.uk
Anonymous complaints will be recorded in the charity’s complaints log and assessed based on its content and risk level, not the identity of the complainant. Where serious issues such as safeguarding, financial misconduct, or data breaches are raised, these will be escalated immediately in line with relevant policies. Investigation will be carried out as far as possible using available information, and all actions and decisions will be documented. The charity will not attempt to identify the complainant, will maintain confidentiality, and will use any findings to improve services and processes. Patterns of anonymous complaints will be monitored and report to the Executive Team or trustees as appropriate.
Serious allegation complaints
Any complaint that includes serious allegations which may involve criminal activity, safeguarding concerns, or regulatory breaches will be escalated immediately to the Executive Team for review and appropriate action, including referral to the police or relevant authorities where required.
Complaints should be regarded as a source of learning and improvement.
Autism Together will keep a record of the complaints they receive, the outcomes of their investigations and the reasons for their decisions.
The Head of Fundraising will review regularly the complaints received to identify any trends or wider learning. In reviewing the complaints received, the Head of Fundraising will consider what lessons can be learnt and how services and the experience of donors can be improved.
The Head of Fundraising will regularly report to the Director of Finance on the number and nature of complaints received and the outcome of those complaints, including whether they have led to a change in services, policies or procedures.
The Director of Finance will feed this information back to Executive Team and the Board of Trustees.
Autism Together must ensure it complies with 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.
Complaint: An expression of dissatisfaction or concern, either verbal or written, made by a customer, client, or stakeholder about a product or service, process, or experience, where a response or resolution is expected.
