Fundraising Feedback & Complaints Policy

Responsible Staff Member: Bianca Carr, CEO

bianca@finalstrawfoundation.org

Responsible Trustee:  George Yeoman     

Purpose and Definition

The Final Straw Foundation values all feedback and complaints regarding its fundraising activities as opportunities to learn, improve, and strengthen trust with the public. We are committed to resolving concerns fairly and promptly, in line with:

  • The Fundraising Regulator’s Code of Fundraising Practice, and
  • Charity Commission guidance, including duties relating to Serious Incident Reporting.

A fundraising complaint is defined as any expression of dissatisfaction, whether justified or not, relating to any aspect of the Foundation’s fundraising activities, including those carried out on our behalf by volunteers, third-party agencies, professional fundraisers, or commercial partners.

This policy applies exclusively to fundraising-related concerns. Complaints relating to: safeguarding, HR grievance, general charity operations, or whistleblowing will be handled under the appropriate separate policy.

Our Commitment

When dealing with feedback and complaints, the Final Straw Foundation will:

Acknowledge and Assess

  • Acknowledge complaints promptly.
  • Assess the nature of the concern and determine the appropriate next steps.

Respond Promptly and Respectfully

  • Provide an initial response within 5 working days where possible.
  • Meet the Fundraising Regulator’s requirement to provide a full response within 28 days.
  • Notify the complainant if more time is required.

Investigate Thoroughly and Impartially

Investigations will be:

  • Fair, evidence-based, and impartial
  • Conducted by a person not involved in the incident or fundraising activity concerned
  • Escalated where conflicts of interest exist

How We Ensure Impartial Investigations

To ensure every fundraising complaint is handled objectively and transparently, we will:

  • Appoint an investigator with no involvement in the fundraising activity or incident
  • Check for and record any conflicts of interest before the investigation begins
  • Use a trustee or subcommittee for investigations involving senior staff
  • Separate roles where possible so that one person gathers evidence and another makes the final decision
  • Escalate externally (e.g., independent investigator, Fundraising Regulator) if impartiality cannot be achieved internally or the complainant requests it
  • Document the process clearly, including how impartiality was maintained

Manage Conflicts of Interest

No individual directly involved in the issue may influence the investigation. Trustees or senior staff with conflicts will be excluded from decision-making.

Learn and Improve

  • Complaints will be monitored quarterly.
  • Trends and risks will be reported to trustees annually.
  • Lessons learned will be embedded into training and practice.

Protect Personal Data

Personal data will be handled securely and only used for investigating the complaint, in accordance with UK GDPR and our Privacy Policy.

Data Retention

Complaint records will be retained for six years, unless longer retention is legally required.

Safeguarding

If a complaint raises safeguarding concerns, the matter will be handled under the Safeguarding Policy, which takes priority.

Serious Incident Reporting

Where a complaint indicates a serious risk to the charity’s reputation, finances, people, or beneficiaries, we will consider whether a Serious Incident Report should be made to the Charity Commission.

Options for Investigation

Option

When Appropriate

Notes

Internal staff member (e.g., HR or compliance officer)

Minor complaints where independence can be maintained

Must not be involved in fundraising activities

Trustee or subcommittee

Moderate or complex issues, especially involving senior staff

Should include at least one trustee with no fundraising oversight

Independent investigator / consultant

Serious or sensitive allegations (e.g., misconduct, regulatory breach)

Demonstrates independence and transparency

External regulator or ombudsman

When internal investigation is inappropriate or complainant remains dissatisfied

May include Fundraising Regulator or Charity Commission

Complaints Procedure

Who Can Make a Complaint?

Any person or organisation may raise a fundraising-related complaint, including:

  • Members of the public
  • Donors and supporters
  • Volunteers
  • Staff members
  • Beneficiaries or service users
  • Partner organisations or third-party fundraisers

Complaints may be made anonymously, although this may limit our ability to investigate or respond fully.

How to Make a Complaint

If you have a concern about our fundraising, you can contact us via:

Our Response Timeline

  1. Acknowledgement: As soon as possible.
  2. Initial response: Within 5 working days where feasible.
  3. Full response: Within 28 days, in line with Fundraising Regulator requirements.

Timeframe for Complaints

We encourage complaints to be made as soon as possible after the fundraising activity or donation in question. Generally, complaints will be accepted within 12 months of the event or donation. For complaints involving serious misconduct, misrepresentation, or regulatory breaches, we may consider complaints beyond this period, depending on the circumstances and the availability of evidence.

Complaints About Third-Party or Volunteer Fundraisers

Where fundraising is carried out by volunteers, partners, agencies, or commercial fundraisers on our behalf, we will:

  • Notify the third party of the complaint
  • Share necessary information for the investigation
  • Ensure the third party cooperates fully
  • Make a final decision ourselves as the responsible charity

Use of Personal Information

Personal information provided in a complaint will be:

  • Used solely to investigate and respond
  • Shared only when necessary with third-party fundraisers involved in the incident
  • Retained securely for the required period

Accessibility

We can provide this policy or complaint responses in:

  • Large print
  • Plain language summaries
  • Audio format
  • Other languages (on request)

We can also support complainants who require assistance due to disability, vulnerability, or communication needs.

Vexatious or Abusive Complaints

We reserve the right to manage or restrict contact when a complaint becomes repetitive, malicious, or abusive. This will be decided by a senior staff member and recorded appropriately.

Escalation Procedure

If you are dissatisfied with our initial response, your complaint will be reviewed by a senior staff member or trustee independent of the original investigation. A further response will be provided within 5 working days, or you will be informed of any required extension.

External Review

If your complaint relates to fundraising and you remain dissatisfied after our final response, you may escalate to the Fundraising Regulator.

  • The Fundraising Regulator must receive complaints within 2 months of our final response.
  • They oversee the Code of Fundraising Practice and ensure that fundraising is legal, open, honest, and respectful.

Fundraising Regulator Contact:
Website: https://www.fundraisingregulator.org.uk/service/complaints-and-investigations/complaints-process
Phone: 0300 999 3407

If the issue indicates significant risk or wrongdoing, the complainant may also contact the Charity Commission directly.

Monitoring and Review

The Final Straw Foundation will:

  • Review complaints quarterly to identify emerging patterns or risks
  • Provide anonymised annual reports to Trustees for oversight
  • Embed lessons learned into training and fundraising practices
  • Review this policy annually to ensure compliance with legal and regulatory requirements

Approval

Approved by: Bianca Carr______BCarr________  (CEO)

Position: ___CEO_______


Date: ____26/01/2026__________