Making a complaint

We welcome all comments and feedback about the way we work. If you have a complaint or issue with the service you have been provided please do let us know. We aim to resolve it as quickly and efficiently as possible in a personal, fair and confidential way.

As a charity receiving donations from the public, we are focused on ensuring a transparent and ethical approach to our fundraising. The aim of this procedure is to provide an efficient and robust fundraising complaints process for our supporters in line with our organisational values and standards set by the Fundraising Regulator.

You can make a complaint or request a copy of our full complaints policy by contacting our communications or fundraising team:

Email us at communications@unitymk.org or fundraising@unitymk.org

Tel: 07494250251

(Please remember that we are a small team working part time hours. We will endeavour to get back to you as soon as possible)

Service complaints

To make a service complaint about either our Unity Park Station Services or Winter Night Shelter Services, you will need to provide the following information:

• Your full name and address

• A contact telephone number and/or email address, in case further information is required and preference given of which to use to contact you.

• Full details of your complaint

A service manager or appropriate team member will acknowledge your complaint within 5 working days of receipt.

We aim to investigate and respond fully within 28 days via your preferred method of contact.

Fundraising Complaints- Read our full policy here

We will acknowledge fundraising complaints within 5 working days of receipt. We will carry out a full investigation provided the complaint is made to us within three months of the incident.

We aim to investigate and respond fully within 28 working days via your preferred method of contact.

If you are dissatisfied with the outcome, you can refer the complaint to the Fundraising Regulator.

We undertake to:

• Ensure that staff engaged in or supporting our fundraising understand the Fundraising Regulator standards and our complaints procedure

• Endeavour to resolve complaints as promptly and amicably as possible

• Maintain a record of all complaints and the correspondence related to them

• Acknowledge membership of the Fundraising Regulator standards in our Annual Report

• Complete, and file an annual return with the Fundraising Regulator about the number and nature of complaints received, and the extent to which we were able to amicably resolve them

• Provide copies of our fundraising materials to the Fundraising Regulator if requested to do so

• Promptly provide details about complaints we have received and how we have dealt with them when requested to do so by the Fundraising Regulator

• Cooperate fully with the Fundraising Regulator in the event that a complaint is referred to them and comply with any sanction imposed upon us by them

Please visit the Fundraising Regulator website for more details at https://www.fundraisingregulator.org.uk/