Campaign for Disability Justice is delivered by Inclusion Barnet, Registered Charity Number: 1158632
Inclusion Barnet Fundraising Complaints Policy
- 1. About this policy
1.1 Inclusion Barnet is proud to champion the principles of honesty, accountability and transparency when fundraising. We strive for the highest possible standards in our fundraising, are registered with the Fundraising Regulator and are committed to complying with its Fundraising Code of Practice. We are keen to hear from anyone who believes we have fallen short of the high standards we have set ourselves.
1.2 We are required by the Fundraising Regulator to have in place a fundraising complaints policy that is publicly available and includes the following:
- an explanation of how a complaint may be made;
- a requirement to keep a record of complaints for at least 24 months;
- a requirement that records include details of the complaint, the date it was received, details of any investigation undertaken and a copy of all communications regarding this issue;
- a commitment to investigate any complaint about fundraising received within a reasonable timescale and to advise the complainant:
- of the outcome of the investigation in writing within a reasonable timeframe
- and the opportunity to refer the Complaint to the Fundraising Regulator if they are dissatisfied with the outcome of the investigation provided that they do so within two months of the response.
2. Making a complaint
2.1 Complaints should be made to the Charity in the following ways:
- By email to [email protected]
- By writing to Inclusion Barnet, Independent Living Centre, c/o Barnet & Southgate College, 7 Bristol Avenue, Colindale, London NW9 4BR
- By telephone via our switchboard: 020 3475 1314
3. Investigation procedure
3.1 When acknowledging receipt of a complaint, the Charity will explain the process that will be followed and when a decision will be made.
- Acknowledge receipt - one to ten working days 2
- Advise the complainant of the outcome - within 28 working days (if longer needed, the complainant will be contacted)
- If the complainant is unhappy with the outcome they have 28 working days from the final response to appeal
- Appeals will be escalated to a Senior Manager who has 28 office working days from receipt of the appeal to reply
3.2 We are required to refer any complainant who is unhappy with the final outcome of the complaint to the Fundraising Regulator.
3.3 All complaints will be investigated thoroughly and fairly and in accordance with Inclusion Barnet’s Complaints and Feedback Policy.
4. Keeping records
4.1 All complaints are to be recorded on the complaints log on the shared drive. This will include details of the complaint, the date it was received, nature of the complaint and all communications. Please inform the Operations and Data Lead who can make sure it is recorded correctly.
4.2 All complaints are confidential and details of any investigation pertaining to a member of staff will be held with the Senior Management Team. Any employee complaints such as Grievance or Whistleblowing will be dealt with under the Inclusion Barnet Grievance or Whistleblowing policies.
5. Learning from complaints
5.1 Complaints will be regarded as a source of learning and improvement.
5.2 Inclusion Barnet will regularly review the complaints to identify any trends or wider learning. In reviewing the complaints received, we will consider what lessons can be learnt and how we can improve the service and the experience of donors.
5.3 All complaints will be reported to the Senior Leadership Team and Board of Trustees on the number and nature of complaints received and the outcome of those complaints, including whether they have led to a change in services, policies or procedures.
6. Making the policy publicly available
6.1 Our complaints procedure is publicly available on our website.
6.2 Any complaints, as required by the Charities (Protection and Social Investments) Act 2016, will be included in the annual report and accounts
Updated November 2024
