Children On The Edge Complaints Procedure
At Children on the Edge, we always aim to treat all our donors and supporters with the highest level of care and respect.
We constantly seek to improve our service to donors and supporters and ensure our policy adheres to best practice while staying focused on our reason for being – children on the edge.
We regard complaints as an opportunity for us to reflect on our processes and practices and see if there are opportunities for us to strengthen and improve them. However, on occasion we recognise that we may not meet our high standards.
Children on the Edge is regulated by the Fundraising Regulator (FR), the independent regulator of charity fundraising. The FR sets and promotes the standards for all fundraising activity, known as the “Code of Fundraising Practice”.
For more information on the FR, please visit the Fundraising Regulator website.
Our pledge
We treat all complaints seriously and see them as an opportunity to improve what we do and the way we do it. We are happy to acknowledge mistakes that we make, sincerely apologise for them and try to prevent them happening again.
Definition of a complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Children on the Edge.
How to contact us
A complaint can be communicated to Children on the Edge by any channel including, telephone, mail, email, social media or in person. We try to make it as simple as possible to speak directly to a member of our team.
Phone us on 01243 538530.
We don’t have an automated answering machine with multiple options before you speak to someone. We’re around on Monday to Friday from 9am-5.00pm. Outside of that time, leave us a message and your name and number and we will call you back.
Write to us at Operations Manager, Children on the Edge, 5 The Victoria, 25 St Pancras, Chichester PO19 7LT
Email us: office@childrenontheedge.org
Or for confidential Safeguarding issues, email safeguarding@childrenontheedge.org
Response time
You will receive an acknowledgement of your complaint within two working days, and we’ll do our best to resolve your complaint within ten working days – faster if possible. If we think it will take longer we will let you know. We record every complaint made, which is why we need your details. We can’t follow up on anonymous complaints, but we will still take them just as seriously and use them to help improve our systems and practices.
If you want to escalate your complaint further, we’ll tell you how.
Confidentiality
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements in line with GDPR 2018.
Taking it further
We really hope that we are able to resolve your complaint in an honest, open and satisfactory way. However, if you are still unhappy you can request that your complaint be escalated to the Charity’s Board of Trustees who will review your concerns and the initial
outcome before responding to you fully.
We strive for the very highest standards. That’s why we are members of the Fundraising Regulator. If your complaint is related to fundraising and you feel that we haven’t been able to resolve it you can contact the Fundraising Regulator.
Visit: www.fundraisingregulator.org.uk
If it’s a non-fundraising issue, and you’re not satisfied by our response, you can contact The Charity Commission at the following address:
The Charity Commission
PO Box 1227 Liverpool
L69 3UG
www.charity-commission.gov.uk
Tel: 0845 3000 218
Your information
In order to assist us with your enquiries, please provide your contact details and explain your concerns as clearly and fully as possible. There may be some occasions where we need to ask you for more information to investigate your concerns fully and, if this is the
case, your kind response will enable us to resolve your complaint as promptly as possible.
In order to manage our complaints process effectively, we maintain a record of all complaints raised, including information about you as the complainant. If you would like further information, or have any concerns, about the information we may hold about you in
this regard, please access our Privacy Policy
At Children on the Edge, we always aim to treat all our donors and supporters with the highest level of care and respect.
We constantly seek to improve our service to donors and supporters and ensure our policy adheres to best practice while staying focused on our reason for being – children on the edge.
We regard complaints as an opportunity for us to reflect on our processes and practices and see if there are opportunities for us to strengthen and improve them. However, on occasion we recognise that we may not meet our high standards.
Children on the Edge is regulated by the Fundraising Regulator (FR), the independent regulator of charity fundraising. The FR sets and promotes the standards for all fundraising activity, known as the “Code of Fundraising Practice”.
For more information on the FR, please visit the Fundraising Regulator website.
Our pledge
We treat all complaints seriously and see them as an opportunity to improve what we do and the way we do it. We are happy to acknowledge mistakes that we make, sincerely apologise for them and try to prevent them happening again.
Definition of a complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Children on the Edge.
How to contact us
A complaint can be communicated to Children on the Edge by any channel including, telephone, mail, email, social media or in person. We try to make it as simple as possible to speak directly to a member of our team.
Phone us on 01243 538530.
We don’t have an automated answering machine with multiple options before you speak to someone. We’re around on Monday to Friday from 9am-5.00pm. Outside of that time, leave us a message and your name and number and we will call you back.
Write to us at Operations Manager, Children on the Edge, 5 The Victoria, 25 St Pancras, Chichester PO19 7LT
Email us: office@childrenontheedge.org
Or for confidential Safeguarding issues, email safeguarding@childrenontheedge.org
Response time
You will receive an acknowledgement of your complaint within two working days, and we’ll do our best to resolve your complaint within ten working days – faster if possible. If we think it will take longer we will let you know. We record every complaint made, which is why we need your details. We can’t follow up on anonymous complaints, but we will still take them just as seriously and use them to help improve our systems and practices.
If you want to escalate your complaint further, we’ll tell you how.
Confidentiality
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements in line with GDPR 2018.
Taking it further
We really hope that we are able to resolve your complaint in an honest, open and satisfactory way. However, if you are still unhappy you can request that your complaint be escalated to the Charity’s Board of Trustees who will review your concerns and the initial
outcome before responding to you fully.
We strive for the very highest standards. That’s why we are members of the Fundraising Regulator. If your complaint is related to fundraising and you feel that we haven’t been able to resolve it you can contact the Fundraising Regulator.
Visit: www.fundraisingregulator.org.uk
If it’s a non-fundraising issue, and you’re not satisfied by our response, you can contact The Charity Commission at the following address:
The Charity Commission
PO Box 1227 Liverpool
L69 3UG
www.charity-commission.gov.uk
Tel: 0845 3000 218
Your information
In order to assist us with your enquiries, please provide your contact details and explain your concerns as clearly and fully as possible. There may be some occasions where we need to ask you for more information to investigate your concerns fully and, if this is the
case, your kind response will enable us to resolve your complaint as promptly as possible.
In order to manage our complaints process effectively, we maintain a record of all complaints raised, including information about you as the complainant. If you would like further information, or have any concerns, about the information we may hold about you in
this regard, please access our Privacy Policy
