Complaints

The law says we must address a public complaint at the first instance; please Contact us with any complaint as we are here to listen and address any complaint.

You will find our Complaints Policy in the Policy section of our website if you wish to familiarise yourself with the steps we take.

We comply with the standards set out by The Scottish Charity Regulator, The Code of Fundraising Practice and the Scottish Fundraising Standards Panel.

An example may help you understand.

Complaint: I felt your Volunteer was rude to me while representing your Charity.

Action: We log the complaint. We speak to the Volunteer and gather both sides of the story. We then would refer to our policies. You would be contacted about this and asked to give your opinion on the decision. Many times an informal chat can, at this stage, resolve matters. The important part is you feel a resolution from your complaint.

Should we not resolve the matter to your satisfaction, you could then contact the Scottish Fundraising Standards Panel or The Scottish Charity Regulator to make a ruling with which we must comply. We would be legally bound to abide by their arbitration.

If we receive an anonymous complaint, the process will continue, simply without feedback.

Not Charity Law

The above regulators are strictly for Charity law. If your complaint is not regarding Charity law, you can still Contact us to raise it. We will endeavour to resolve any issue with you amicably to your satisfaction. You may simply not like a poster we have put out and have suggestions. Please do get in touch as we accept positive criticism and will listen and adapt.