OUR FUNDRAISING COMPLAINTS PROCEDURE

Complaint is made to Charity           OR            Complaint is made to FRSB.

Referred to Complaints Coordinator (B. Wilkes)

Attempt to reach resolution

Complainant happy with outcome?  Yes - end of process

No

Complaint referred to FRSB.

FRSB Secretariat seeks resolution with all parties

Are both parties happy with resolution? Yes - end of process

No

Referrred to FRSB Board

FRSB Board upholds or rejects complaints.

End of process

If the compliant is upheld by the FRSB they may decided that no further action is

required or to censure the charity and to prescribe one of the following sanctions:

The Charity should apologise to the complainant

The Charity should provide additional training for the fundraiser concerned.

In more serious cases or repeated complaints

The Charity may be required to desist from using the fundraising method or the

conduct subject of the complainant.

The Charity should withdraw, change or reprint may fundraising materials

which were subject of the complaint.

In more serious cases or where unacceptable practises have

continued membership will be withdrawn.