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Xmas Appeal

Fundraising Complaints Policy

At Room to Heal, we are committed to maintaining high standards in all areas of our work and we are committed to treating all of our supporters with respect. We recognise though that sometimes we may get things wrong. If you would like to make a complaint about any aspect of our fundraising, we value your feedback and will take your concerns seriously. We will also work to resolve your complaint as quickly as possible.

Our policy is:

How to get in touch with us

If you would like to make a complaint about a fundraising matter, please contact us at:

To help us respond appropriately, and as quickly as possible, please provide us with the following information:

If possible, we would recommend you complain in writing, via email, as this will help us maintain an accurate written record of your complaint and will help us respond as quickly as possible to you.

If this is not convenient for you, please contact us at:

Timescales 

Whatever the issue, we will endeavour to resolve your complaint as quickly as possible. 

We will acknowledge your complaint within 5 working days of your complaint being received and we will aim to investigate and resolve your issue within that time period too. If further action and/or more time is needed to investigate, we will aim to set realistic and reasonable time limits for this, and we will let you know how long this might take, so you are kept up to date. 

If you are not satisfied

We very much hope you will be satisfied with our response to your complaint and that we can resolve the issue quickly for you. However, if you are not satisfied with the response you receive from us, you may then take your complaint to the Fundraising Regulator. Their contact details are: 

Fundraising Regulator, 2nd Floor, CAN Mezzanine, 49-51 East Road, London, N1 6AH

https://www.fundraisingregulator.org.uk

We will then work together with the Fundraising Regulator and you to resolve your complaint.

If you have any queries about this policy or our procedures, please do get in touch at info@roomtoheal.org