Having a clear fundraising complaints handling procedure in place can help your charity deal with any concerns raised quickly and easily. It also shows the public and your donors that you are committed to best practice in your fundraising.
What is the model for?
This model Complaints Handling Procedure is for dealing with complaints from donors or potential donors about fundraising activities by Scottish charities. This model can be adopted and adapted to suit your charity’s size and structure.
Who can use it?
Charities registered only in Scotland who carry out fundraising activities. Charities registered in Scotland and other parts of the UK, for example, with the Charity Commission for England and Wales (CCEW), don’t usually fall under the Scottish system of self-regulation for fundraising.
If you are registered with CCEW you should follow their guidance and that of the Fundraising Regulator.
What is a fundraising complaint?
A complaint is an expression of dissatisfaction with the fundraising activities of your charity or someone fundraising on your behalf.
Do we have to use it?
No, but by doing so you’re showing your commitment to best practice. If you use this model you will not need to create your own bespoke complaints process. Whatever procedures you put in place, these should be clear, transparent and accessible. Making a complaint about fundraising should be simple.
We have our own fundraising complaints procedure; do we have to change it?
No, but you will need to update your procedure to reflect the changes to the Scottish system of enhanced self-regulation for fundraising, specifically the inclusion of the Scottish Fundraising Standards Panel.