The Fundraising Standards Board requires members to provide an established formal  Complaints Policy.

 

Policy Statement.
Worthing & District Scope believes that members of the public should feel able to comment or complain about any issue relating to fundraising if they are of the opinion that the practice is flawed.

What is a complaint?
A complaint may cover a wide range of expressions from vague disquiet to serious concern. These may be given verbally or in written format. All concerns must be addressed formally. Complaints may arise from:

• The quality of the services provided.
• The administration and/or staff costs.
• The administration or processing of errors.
• Retail issues.

How to complain.
      Any complaint should be made either by telephone, in writing or   
      by e-mail to the Board of Trustees. All contact details available on the
      website.

How does the complaints process work?

1. Complaint made either to the member charity  or the FRSB.
2. Referred to Complaints Co-ordinator who attempts to reach a resolution.
3. If complainant satisfied, end of process.
4. If complainant not satisfied next step.
5. Complaint referred to FRSB
6. FRSB staff attempt to reach resolution with all parties.
7. If both parties satisfied, end of process.
8. If both parties not satisfied, next step.
9. Complaint referred to the Board of the FRSB.
10. The Board upholds or rejects the complaint
11. End of process.

Policy & Procedure information.
A complete record shall be kept of any concern or complaint. The purpose of this policy is to ensure the use of best practice in all areas of fundraising.