Complaints Policy
Guiding Future Champs

Our commitment

Guiding Future Champs is a small, independently run social enterprise delivering sport-based fundraising and inspirational events in schools. We are committed to delivering high-quality, ethical and enjoyable experiences for pupils, schools, supporters and partners.

We recognise that sometimes things can go wrong. We welcome feedback and complaints as an opportunity to learn, improve and maintain the highest standards across our activities.

This policy explains how complaints can be made, how we will handle them, and what to do if you are not satisfied with the outcome.

Guiding Future Champs follows the Fundraising Regulator’s Code of Fundraising Practice and the Fundraising Promise.

What is a complaint?

A complaint is any expression of dissatisfaction about:

Our fundraising activities or events

Our services or the behaviour of our staff or representatives

How we communicate with schools, supporters or the public

Any aspect of our operations where you feel standards have not been met

How to make a complaint

You can raise a complaint by:
Email
Telephone
In writing
(Our full contact details are published on our website.)

We encourage complaints to be made as soon as possible so they can be addressed promptly and fairly.

How we handle complaints

We aim to handle all complaints respectfully, confidentially and without discrimination. Complaints will not affect your relationship with Guiding Future Champs or any future involvement with our organisation.

Because we are a small organisation, our complaints process is designed to be clear, proportionate and transparent.

Complaints process

Stage 1 – Initial response

We will acknowledge receipt of your complaint within 5 working days.
Where possible, we will aim to resolve straightforward complaints within 10 working days.
If the complaint is more complex, we will keep you informed and aim to provide a full response within 20 working days.

Complaints at this stage will usually be handled by one of the company directors.

Stage 2 – Review by the Directors

If you are not satisfied with the Stage 1 response, you may request a review. Your complaint will be reviewed by the other director (where possible) to ensure an independent and fair consideration. We may contact you for further information if needed. You will receive a written response outlining our findings and any actions taken within 20 working days.

Stage 3 – External escalation

If you remain dissatisfied after Stage 2 and your complaint relates to fundraising practice, you can escalate the matter to the Fundraising Regulator, who independently oversee charitable and fundraising standards in England, Wales and Northern Ireland. Details on how to contact the Fundraising Regulator are available on their website.

Recording and learning from complaints

We will:

Keep a confidential record of all complaints received and their outcomes
Use complaints to identify learning points and improve our services
Review complaints periodically to ensure best practice

Data protection and confidentiality

All complaints will be handled in line with applicable data protection legislation. Information will only be shared where necessary to investigate and resolve the complaint.

Relevant legislation and standards

Our complaints procedure is informed by:
Fundraising Regulator’s Code of Fundraising Practice
Fundraising Promise
UK GDPR and Data Protection Act 2018
Equality Act 2010
Consumer Rights Act 2015 (where applicable to services)

Review of this policy

This policy will be reviewed annually, or sooner if there are changes to legislation, regulation, or the nature of our activities.