WJR Fundraising Complaints Procedure

A complaint is an expression of dissatisfaction, however made, about WJR’s standard of fundraising, actions or lack of action by its professional staff or volunteers. This is especially pertinent when it concerns a breach of the Institute of Fundraising’s Codes of Practice or the Fundraising Promise. Complaints should be distinguished from suggestions, which advise on fundraising practice, whilst not expressing overt dissatisfaction. All complaints will be responded to and will be handled with honesty. All complaints (unless directly addressed to member of senior manager team) are to be handled in the first instance by the relevant staff member / department.

Step 1: If complaint is received via phone, staff member will endeavour to deal with it directly. If complaint is not resolved, staff member will take complainant’s contact details and re-assure them that we will acknowledge the grievance initially within seven working days, seeking to resolve the complaint within a month. In exceptional cases, more than 30 days may be required to gather all the information (e.g. if key member of staff is on annual leave). In which case, staff member contacts the complainant in writing, with a copy to the FRSB, outlining the situation. Go to Step 2.

Step 1: All written complaints will be acknowledged initially in writing within seven working days and we will seek to resolve the grievance within a month. If appropriate, complainant is phoned first, in order to obtain further information. In exceptional cases, more than 30 days may be required to gather all the information (e.g. if key member of staff is on annual leave). In which case, staff member contacts the complainant in writing, with a copy to the FRSB, outlining the situation. Go to Step 2.

Step 2: Staff member who receives the complaint is to inform the complaints co-ordinator (Daniel Elton) who logs all details on the complaints spreadsheet, as well as on Raiser’s Edge record

Step 3: Staff member liaises with Head of Department or Chief Executive regarding the complaint and who will respond

Step 4: Staff member who is dealing with the complaint liaises with any third parties (e.g. a supplier) and notes all the relevant points

Step 5: Staff member sets out the nature of the complaint and determines what action to be taken. If grievance relates to fundraising, checks will be made against the Institute of Fundraising’s Codes of Practice and / or the FRSB Promise. If there has been a breach, the FRSB will need to be informed, in case the complaint is referred to them. The outcome of this meeting will be as follows. Either: • The complaint will be justified. Staff member should write to the complainant to apologise and let them know that the complaint has been used to improve on your future fundraising activities. Action should then be taken to prevent any recurrence of the problem • The complaint will not be justified. Staff member should write to the complainant to explain that complaints are taken very seriously, but in this case our fundraising practices will not be changed and provide reasons as to why

Step 6: When writing, staff member should make it clear that if they are not happy with your response, they should contact the FRSB within two months of receiving our letter

Step 7: Outcome of the complaint should be logged by the complaints co-ordinator on the spreadsheet. They should also keep all the correspondence on file and this can be made available to the FRSB if the complaint is pursued further

Annual complaints return should be submitted to the FRSB by complaints co-ordinator.

Complaints can be made either in writing or on the phone. Contact details are as follows:

Daniel Elton Complaints Co-ordinator World Jewish Relief 54 Crewys Road London NW2 2AD Tel: 020 8736 1250 Email: de@wjr.org.uk