Complaints Policy and Procedure
The Red Rubber Ball Foundation seeks to operate in a personal yet professional manner in all that we do. We take all complaints seriously so that we can put things right and improve for the future.
We welcome all comments and feedback about the way we work. If you have a complaint or problem about us, please do tell us and we will aim to resolve it as quickly and efficiently as possible in a personal, fair and confidential way.
- To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
- To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
- To make sure everyone at The Red Rubber Ball Foundation knows what to do if a complaint is received.
- To make sure all complaints are investigated fairly and in a timely way.
- To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
- To understand the impact of our actions and behaviour to help us improve what we do.
Complaints may come from any individual or organisation who has a legitimate interest in The Red Rubber Ball Foundation and is dissatisfied with some aspect of our work or fundraising. A complaint can be received verbally, by phone, by email, online or in writing.
All information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Step 1 – Tell us
In many cases, a complaint is best resolved by the person responsible for the issue you are unhappy with, as they may be able to resolve it swiftly and should do so if possible and appropriate.
If you are unsure who this is or prefer not to contact the person responsible, then please send your complaint to Neil Kirby in any of the following ways:
- Phone: 07887 955643
- Email: email@example.com
- Post: 39 Barleycroft Road, Welwyn Garden City, Hertfordshire AL8 6JX
Step 2 – We will respond to your complaint
Your complaint will be fully investigated.
Complaints should be acknowledged by the person handling the complaint within five working days.
Ideally complainants should receive a definitive reply within a month. This should describe the action taken to investigate the complaint, the conclusions from the investigation and any action taken. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent within one month with an indication of when a full reply will be given.
Whether or not the complaint has been resolved, the person in RRBF who the complaint is reported to, should notify a Trustee of the complaint within five working days.
On receiving the complaint, the Trustee will record it in the complaints register. If it has not already been resolved, they will delegate an appropriate person to investigate it and to take appropriate action. If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
The person who dealt with the original complaint should be kept informed of what is happening.
All complaints will be notified to the Board of Trustees at the next Board Meeting. Complaints are reviewed annually to identify any trends which may indicate a need to take further action.
Step 3 – If you’re not happy with our response
If you are not satisfied with our response, please let us know and this will be looked into by another Trustee on behalf of the Board of Trustees, who will write to you clearly setting out the outcome of the review and the rationale for the decision.
An acknowledgement will be sent in writing (within 5 workings days of receiving your response) and an expected timescale for the review to be carried out will be given.
The review will be completed within one month of receiving your response. If an extension is necessary, we will inform you of the reason and provide you with an update.
Step 4 – Taking your complaint outside of The Red Rubber Ball Foundation
In the event that you are dissatisfied with the response you have received, you are entitled to take your complaint to regulators.
If the matter relates to fundraising, then to the Fundraising Regulator (www.fundraisingregulator.org.uk).
The Fundraising Regulator is the independent regulatory body for UK fundraising. They work with charities, suppliers and the wider charity sector to encourage commitment to and compliance with best practice in fundraising. They do this to help encourage the public to give with confidence to charity. They also listen to and help resolve complaints from the public about members.
The Red Rubber Ball Foundation is registered with the Fundraising Regulator and we are therefore committed to abide by any decision they reach on complaints which are escalated to them.
And on other matters, you can approach the Charity Commission (www.gov.uk).
The Charity Commission will intervene in matters where there is serious risk of significant harm to, or abuse of, charities, their beneficiaries or assets.
The Red Rubber Ball Foundation is a registered with the Charity Commission (registered number 1140443).
This policy will be reviewed at regular intervals and at least once each year.