Complaints procedure
We aim to deal efficiently in all aspects of our work, but inevitably there may be occasions where you may feel that we have not maintained our high standards. If that should be the case, we deal with any complaints which you may have as effectively as possible. This procedure outlines how complaints regarding any fundraising activity of the Sick Kids Friends Foundation will be dealt with. It follows the requirements laid down by the Fundraising Standards Board and is designed to ensure that all complaints are examined in a fair and transparent manner.
Complaints Co-Ordinator
The Complaints Co-Ordinator for all fundraising complaints will be the Chief Executive:
Maureen Harrison
Sick Kids Friends Foundation
20 Millerfield Place
Edinburgh
EH9 1LW
Tel No: 0131-668-4949
Email address: maureen.harrison@luht.scot.nhs.uk
The Chief executive maintains a Complaints Register, which will record:
- a copy of all complaints
- date received
- copy of communication acknowledging receipt
- details of the investigation
- copy of communication, detailing outcome of the investigation
Any person complaining to the charity about fundraising will be provided with a copy of this complaints procedure and the relevant Code of Practice within 7 days, along with an acknowledgement of receipt of a complaint. Council will be informed of all complaints received by the charity through the Chief Executive ‘s Report.
All complaints will be investigated within 3 months of the incident occurring, unless the complaint has been unduly late in reaching the charity.
All complainants will be advised of the outcome of the investigation within 30 days of its completion and made aware of their right to refer the complaint to the Fundraising Standards Board within 2 months of receiving our response.
