1. Purpose
The Galilee Foundation is committed to the highest standards of fundraising practice. We take all complaints seriously, and use them to improve the way we work. This procedure explains how supporters and members of the public can raise a complaint about our fundraising, and how it will be handled.
2. Scope
This procedure applies to:
– All fundraising carried out directly by The Galilee Foundation and
– Fundraising carried out by our partners, contractors, or volunteers on our behalf.
If our fundraising partners do not have their own suitable complaints procedure, they are required to adopt and follow this one.
3. Definition of a Fundraising Complaint
A fundraising complaint is any expression of dissatisfaction about our fundraising activities, or those carried out on our behalf, whether oral or written, and whether justified or not.
Examples include:
– Concerns about fundraising approaches or communications;
– The behaviour of fundraisers acting for The Galilee Foundation;
– The way in which donations are requested or handled; or
– The accuracy or transparency of fundraising materials.
4. How to Make a Complaint
You can make a complaint about our fundraising by:
– Email: Maha@galileefoundation.org.uk
– Phone: +44 (0) 7768 479377
– Post: 1 Gough Square, London, EC4A 3DE
– In person: At any of our events.
Please provide as much detail as possible, including dates, names, and copies of any relevant materials.
5. Our Commitments (Fundraising Regulator Rules 2.3.1 & 2.3.2)
When you or a fundraising partner raise a complaint about our fundraising, we will:
1. Investigate thoroughly and fairly – all complaints will be logged, reviewed, and considered impartially.
2. Respond fairly and appropriately – responses will be respectful, transparent, and proportionate to the issue raised.
3. Avoid unnecessary delay – complaints will be acknowledged within 3 working days and responded to fully within 7 working days.
4. Learn and improve – complaints will be reviewed regularly to identify trends, risks, and opportunities for improvement in our fundraising.
6. What Happens Next
– Acknowledgement: We will confirm receipt of your complaint within 3 working days.
– Investigation: A relevant manager will investigate, gathering information from all parties involved.
– Response: You will receive a full response within 7 working days, or an update if more time is needed.
– Resolution: If upheld, we will explain the steps we will take to put things right.
7. Appeals and Escalation
If you are not satisfied with our response, you may request that the complaint be escalated to [Senior Manager / CEO / Chair of Trustees].
If you remain dissatisfied after this, you have the right to refer your complaint to the Fundraising Regulator:
– Website: https://www.fundraisingregulator.org.uk
– Tel: 0300 999 3407
– Email: enquiries@fundraisingregulator.org.uk
8. Responsibility and Oversight
– The staff team oversees all fundraising complaints.
– The senior management team reviews all complaints quarterly.
– An annual summary of complaints and lessons learned is reported to the Board of Trustees.
9. Review
This policy will be reviewed annually to ensure compliance with Fundraising Regulator requirements and best practice.