We aim to deal efficiently in all aspects of our work, but inevitably there may be occasions where you may feel that we have not maintained our high standards. If that should be the case, we deal with any complaints which you may have as effectively as possible.
This procedure outlines how complaints regarding any fundraising activity of Falkirk & District Association of Mental Health will be dealt with. It follows the requirements laid down by the Scottish Fundraising Adjudication Panel and is designed to ensure that all complaints are examined in a fair and transparent manner.
Any person complaining to the charity about fundraising will be provided with a copy of this complaints procedure and the relevant Code of Practice within 7 days, along with an acknowledgement of receipt of a complaint. Our Board Members will be informed of all complaints received by the charity.
All complaints will be investigated within 3 months of the incident occurring, unless the complaint has been unduly late in reaching the charity.
All complainants will be advised of the outcome of the investigation within 30 days of its completion and made aware of their right to appeal to our Trustees and how to refer the complaint to the Scottish Fundraising Adjudication Panel.
If you feel your concerns have not been adequately answered following an Appeal to our Charity Trustees, you can contact the Scottish Fundraising Adjudication Panel who can refer you to an Independent Panel.
i) Online donations
Refunds for online donations may be given at the discretion of the management.
ii) Concerns about public collections
Where your concerns relate to Public Collections, contact:
iii) Concerns about other issues
Where your concerns relate to:
You should contact the Office of the Scottish Charity Regulator (OSCR) and/or the Police.
OSCR’s address is:
Office of the Scottish Charities Regulator
Telephone: 01382 220446