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Complaints Policy

THE WCIT CHARITY FUNDRAISING COMPLAINTS PROCEDURE

 

Introduction

At the WCIT Charity, we welcome feedback on the way we work and are happy to learn from our mistakes. If you are unhappy with any aspect of our fundraising practices, please let us know and we will address your query in a fair, confidential and timely manner.

The purpose of our Fundraising complaints policy is to:

  • provide a procedure which is easy to use for anyone wishing to make a complaint
  • ensure those wishing to make a complaint know how to do so
  • make sure all fundraising complaints are investigated fairly and in a timely manner
  • make sure that complaints are, wherever possible, resolved
  • help us to improve our fundraising practices

How to make a complaint

If you wish to make a complaint about our fundraising, you can do so by:

  • Telephone number:- 020 7600 1992
  • Email:- clerk@wcit.org.uk
  • Write to us:- The WCIT Charity, 39a Bartholomew Close, London EC1A 7JN

We will send you a receipt once we have received a complaint – this will be usually done via email.

Our complaints process

We aim to resolve a complaint within 10 working days of receiving it. However, this may sometimes take longer, in which case we will send you an interim report together with a date by which we aim to resolve the complaint.  All complaints will be investigated by our Senior Management team, who will provide clear, evidence-based reasons for their decision.

If you are unhappy with our response, please let us know. We will escalate your complaint to our Chair of Charity and Board of Trustees. This will lead to a further investigation and we will contact you with a resolution within 20 working days.

In you remain unhappy with the outcome, you are entitled to contact the Fundraising Regulator, who will independently investigate your complaint. To do so, please visit their website:-

https://www.fundraisingregulator.org.uk/complaints.

Your personal information

If you send us a complaint about our fundraising activities, you are agreeing that we can use your data for investigating your complaint. Your information will be treated sensitively and your personal information will only be shared within our organisation. If you have any specific data handling requirements, please let us know when you make your initial complaint.