Fundraising Complaints Procedure
The
Eric Liddell Centre is a member of the Fundraising Standards Board and
adheres to the highest standards of fundraising practice.
In the unlikely event that you have any concerns about our
fundraising activities this document explains how to complain and how
we will respond.
How do I complain?
The Eric Liddell Centre carries out a variety of fundraising
activities. Some of these are organised by our own staff and some by volunteers. If you have a complaint about any of our
fundraising activities, then you should direct your complaint in writing to:
The Chief Executive
The Eric Liddell Centre
15 Morningside Road
Edinburgh
EH10 4DP
When you contact us with a complaint, please remember to tell us what
has happened, when it happened, and where it happened. If your
complaint involves any of our printed material, then we would be
grateful if you would send this to us, to enable us to better
understand and investigate your complaint. Please note that we are only
able to investigate a complaint if it is received by us within one
month of the date of the incident to which the complaint refers.
What happens when I complain?
- Your complaint will be acknowledged
within 14 days of us receiving it.
- Our Chief Executive
will pass your complaint to the most appropriate person for
investigation - the identity of this person will depend on the
particular fundraising activity that you have complained about, and who
has responsibility for organising it.
- Your complaint will
be investigated, and the outcome of our investigation will be sent to
you in writing within 30 days of your complaint being received by us.
-
If we are unable to
complete our investigation within 30 days (e.g. for reasons of absence
of a key staff member), we will contact you to outline the situation
and will also inform the Fundraising Standards Board.
What happens if I am not satisfied with the outcome of your
investigation?
If you are dissatisfied with the outcome of our investigation, you have
the opportunity to refer your complaint to the Fundraising Standards
Board, provided that you do this within two months of receiving our
response. We will provide you with the necessary details when we
contact you with the outcome of our investigation.
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