UnityMK Fundraising Complaints and Feedback Policy
1. Our commitment
At UnityMK, we are committed to being open, honest and accountable in all our fundraising activities. We value all feedback and take complaints seriously, as they help us improve our work and maintain public trust.
We recognise that sometimes things can go wrong. When this happens, we aim to resolve issues promptly, fairly and transparently. We provide a clear and accessible process for anyone wishing to make a complaint about our fundraising activities.
If a complaint cannot be resolved locally, it may be referred to the Fundraising Regulator, the independent regulator of charitable fundraising in England, Wales and Northern Ireland.
2. Acknowledging and responding to complaints
• We will acknowledge all fundraising complaints within 5 working days of receipt.
• We will aim to investigate and provide a full response within 28 days.
• Where possible, we will keep complainants informed if more time is needed.
3. Making a complaint
Complaints can be made by email, post, telephone, or in person. We will record all complaints consistently and ensure they are directed to the appropriate person for handling.
We aim to make the process accessible and straightforward for all complainants.
4. Complaints made by telephone
Where a complaint is made by telephone, we will:
• Listen carefully and gather relevant information using open questions
• Attempt to resolve the issue during the call where appropriate
• Summarise the complaint to confirm our understanding
• Record the details of the complaint
If the complainant is satisfied with the outcome, the matter will be considered resolved. If not, we will:
• Take contact details
• Confirm the complaint in writing within 5 working days
• Proceed with a formal investigation as outlined below
5. Complaints made in writing (email or post)
We will acknowledge written complaints within 5 working days, confirming that we will investigate and respond within 28 days.
We may contact the complainant for further information where necessary to progress the investigation.
6. Our investigation process
When investigating a complaint, we will:
• Identify the area of fundraising involved
• Consult relevant staff and gather all necessary information
• Speak with any third parties involved (e.g. suppliers or partners) where appropriate
• Record all relevant evidence and case details
We will then review the complaint internally, involving relevant staff and, where appropriate, senior management.
The outcome will typically be one of the following:
• Complaint upheld: We will apologise, explain what went wrong, and outline the steps we will take to prevent recurrence.
• Complaint not upheld: We will explain our decision clearly, with reasons, and confirm that no changes will be made.
We take all complaints seriously and aim to ensure investigations are thorough, fair and proportionate.
7. Extensions
In exceptional circumstances, it may not be possible to complete an investigation within 28 days. If this occurs, we will:
• Inform the complainant in writing
• Explain the reason for the delay
• Provide an updated timeframe for our response
8. Escalation to the Fundraising Regulator
If a complainant is not satisfied with our final response, they may refer the matter to the Fundraising Regulator for independent review, provided they do so within two months of our final response.
We will retain all relevant correspondence and documentation and provide this to the Regulator if required.
The Fundraising Regulator will assess the complaint and provide a final decision. Their decision is binding on participating organisations.
9. Definitions and scope
This policy applies to all complaints relating to UnityMK’s fundraising activities, including those that may involve a potential breach of the Code of Fundraising Practice.
We recognise the Fundraising Regulator as the body responsible for overseeing fundraising standards and handling unresolved complaints referred to it by complainants.
10. Record keeping and learning
We will keep accurate records of all fundraising complaints, including how they were handled and the outcome.
We will keep records of these complaints for at least 24 months unless GDPR regulations dictates we must put them beyond use sooner.
Complaints will be reviewed internally to identify learning and opportunities to improve our fundraising practices and supporter experience.
11. Responsibility
• The CEO is responsible for overseeing the implementation of this policy and ensuring compliance with fundraising standards.
• Staff and volunteers involved in fundraising will be briefed on how to recognise, record, and escalate complaints.
• Trustees retain oversight of fundraising standards and will receive periodic updates on complaints and learning.
Contact details for UnityMK:
Complaints coordinator and CEO:
Emma Johnson
Email address: emma.johnson@unitymk.org
Telephone: 07435974311
For Fundraising Regulator:
A complaints form is available on the Fundraising Regulator Website:
https://www.fundraisingregulator.org.uk/complaints/make-complaint#:~:text=emailing%20complaints%40fundraisingregulator.org.,Featherstone%20Street%2C%20London%2C%20EC1Y%208RT
Fundraising Regulator staff are available to assist and advise members of the public, charities and fundraising organisations.
T: 0300 999 3407 E: complaints@fundraisingregulator.org.uk
By letter: Fundraising Regulator, 50 Featherstone Street, London, EC1Y 8RT
Where your concerns relate to:
- Dishonest handling of funds
- Misapplication of charitable funds
- Actions that contravene UnityMK’s Governing Document or
- Charity Actions that threaten to bring Young UnityMK into disrepute
And you feel you need to take your complain further than contacting UnityMK directly, you should contact the Charity Commission at:
https://forms.charitycommission.gov.uk/Raising-Concerns/
T: 0300 066 9197
