The Final Straw Foundation views all fundraising complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the fundraising complaint. A fundraising complaint is any expression of dissatisfaction, whether justified or not, about any aspect of the Final Straw Foundation’s fundraising activities.
In dealing with fundraising complaints and feedback, the Final Straw Foundation will:
- Read and assess the nature of complaints, feedback and any substantive concerns raised to establish the next course of action.
- Respond to complaints in a respectful and timely way.
- Ensure complaints are investigated thoroughly and fairly.
- Regularly review any lessons to be learnt from feedback and complaints and use that learning to improve our work.
Our complaints procedure
If you would like to make a complaint to Final Straw Foundation about our fundraising activities you can contact us here. We will acknowledge your complaint as quickly as we can and will aim to investigate and respond within 5 working days. In the event that your complaint needs further investigation or may take longer to resolve we will keep you up to date.
Your personal information
If you use our complaints procedure, we may use any personal information you share with us for the purpose of investigating your complaint. If your complaint relates to one of our agencies, we may share the information provided with them if it is necessary in order for us to complete an investigation.
If you are still unhappy
We will always do our best to resolve your concerns. If you are unhappy with our response to your complaint, please let us know. Your complaint will be referred to a more senior member of staff, who will review the initial response and get back to you within 5 working days.
The Fundraising Regulator
If your complaint is about fundraising and you are not satisfied with our response to your complaint, you can take it to the Fundraising Regulator within 2 months of our final response via their online complaints form or by calling 0300 999 3407.
The Fundraising Regulator sets the Code of Fundraising Practice for the UK. They set and maintain the standards for charitable fundraising, aim to ensure that fundraising is respectful, open, honest and accountable to the public and regulate fundraising in England, Wales and Northern Ireland.