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.