Privacy Policy

WhatsApp Image 2025-04-09 at 10.09.13 PM (3)

Fundraising Complaints Policy

1. Purpose

Families & Community Support Service (FCSS) is committed to the highest standards of fundraising practice and transparency. We are registered with and follow the Fundraising Regulator’s Code of Fundraising Practice. This policy sets out how we handle complaints about our fundraising activities in a fair, consistent, and timely manner.

2. Scope

This policy applies to all fundraising activities conducted by or on behalf of FCSS, including:

‣ Public appeals, events, and campaigns

‣ Online and digital fundraising

‣ Telephone and mail appeals

‣ Face-to-face fundraising and sponsorship

‣ Partnerships with external agencies or volunteers involved in fundraising

It covers complaints made by donors, beneficiaries, volunteers, staff, partners, or members of the public.

3. Policy Statement

FCSS values all feedback and recognises that complaints are an important way to learn and improve.

We will:

‣ Treat all complaints seriously and with respect

‣ Handle complaints promptly and confidentially

‣ Investigate complaints fairly and objectively

‣ Keep complainants informed of progress

‣ Record, review, and learn from complaints to improve our fundraising practices

4. What Is a Fundraising Complaint?

A fundraising complaint is any expression of dissatisfaction about how FCSS raises funds. This may include:

‣ Misleading or unclear fundraising materials

‣ Unwanted, excessive, or inappropriate fundraising contact

‣ Failure to respect communication preferences or data protection laws

‣ Unprofessional conduct by a fundraiser or representative

‣ Breaches of the Fundraising Regulator’s Code of Fundraising Practice

5. How to Make a Complaint

You can make a complaint about our fundraising activities by contacting us in any of the following ways:

‣ Email: help@families-support-service.org

‣ Phone: 02033022780

‣ Post: Stratford Advice Arcade | 107-109 The Grove, London E15 1HP

‣ Online: https://www.families-support-service.org/

Please provide as much information as possible, including:

‣ What happened and when

‣ Who was involved (if known)

‣ Any supporting evidence (such as copies of correspondence)

‣ How you would like us to resolve the issue

We accept anonymous complaints; however, this may limit our ability to investigate fully.

6. Our Complaint Handling Process

‣ Acknowledgement: We will acknowledge your complaint within five (5) working days.

‣ Investigation: The complaint will be investigated by a senior member of staff not directly involved in the issue.

‣ Response: We aim to provide a full response within twenty (20) working days.

‣ Escalation: If you are dissatisfied with our response, you may request that the complaint be reviewed by the Chief Executive Officer or the Board of Trustees.

7. If You’re Not Satisfied

If you are unhappy with how we have handled your complaint after it has been fully investigated by FCSS, you may contact the Fundraising Regulator within two months of our final response.

Fundraising Regulator Contact Details:

‣ Website: www.fundraisingregulator.org.uk

‣ Email: enquiries@fundraisingregulator.org.uk

‣ Post: Fundraising Regulator, 2nd Floor, CAN Mezzanine Building, 49-51 East

Road, London N1 6AH

The Fundraising Regulator is the independent regulator of charitable fundraising in England, Wales, and Northern Ireland.

8. Confidentiality and Data Protection

All complaints will be handled confidentially, in accordance with the Data Protection Act 2018 and UK GDPR 2018. Information will only be shared with those directly involved in investigating or responding to the complaint.

9. Record Keeping

A record of all fundraising complaints will be kept on our internal complaints register, including details of the investigation and outcome. This record will be reviewed regularly by management and the Board to identify trends and areas for improvement.

10. Continuous Improvement

FCSS is committed to continuous improvement. Feedback and complaint outcomes will be used to strengthen our fundraising policies, staff training, and communication with supporters.