We are committed to delivering a high standard of professional service to all our clients. We value feedback and take complaints seriously, using them as an opportunity to learn and improve. This procedure outlines how to raise concerns or complaints and how we will respond.

 

If you have a complaint, please contact us directly in the first instance, so that we can aim to resolve the issue. Complaints can be made in writing, by email or post, or verbally. Written complaints are preferred to ensure clarity and accurate handling. Please write to Orchard Fundraising, Swan Barn, Capler Lane, Fownhope, HR1 4PJ, email samantha@orchardfundraising.co.uk, or call us on 07578 222704. 

Please include:

• Your name and contact details

• A clear description of your complaint

• Relevant dates, people involved and any supporting documentation

• The outcome you are seeking

​
 

1. Acknowledgement

• We will acknowledge your complaint in writing within 5 working days of receipt.

​

   2. Investigation

• We will investigate your complaint internally, speaking to the relevant staff involved. This may include contacting you for more information or clarification. 

• This process will normally be completed within 14 working days.

​

   3. Response

• A full written response will be sent to you outlining the findings of the investigation, any actions taken or planned and any remedies or resolutions offered.

 

   4. Escalation (if applicable)

• If you are not satisfied with the solution offered, you are entitled to raise the issue with the Fundraising Regulator. 

 

Confidentiality and data protection

All complaints will be handled sensitively and in accordance with relevant data protection laws. Information will only be shared with those directly involved in the investigation and resolution of the complaint. 

 

Learning and improvement

We will record and review complaints regularly to identify trends and areas for improvement. Where appropriate, we will revise our practices, policies or training to prevent similar issues in the future.