As a member of the Fundraising Standards Board (FRSB) we follow the FRSB’s Fundraising Promise and the Institute of Fundraising’s Codes of Fundraising Practice.
You can find out more about the Codes of Fundraising Practice by going to the Institute of Fundraising website. You can also view our Fundraising Promise.

Our good reputation and effectiveness as an organisation depends upon us following the highest standards of fundraising.  We display the Fundraising Standards Board logo on our materials and relevant literature as testament to our ongoing commitment. Our success as a charity depends upon an open and trusting relationship with our donors and we aim to provide them with the best service possible. This includes an efficient system that deals with complaints immediately.

We Really Want To Know What You Think About Us

Your views are important to us and we take them very seriously. We hope you’ll be fully satisfied with the activities, but if you have a comment or complaint about our fundraising we want to hear from you. We’ll address and respond to it as quickly as possible.

Our Commitment To You

We appreciate your support and our relationships. We also value the chance to correct anything you feel we may have done wrong, and to learn from our mistakes. We will not discriminate against you in the future because you have made a complaint. We will instead do our utmost to resolve and discuss the issue.

Child Bereavement Charity Fundraising Complaints Procedure

What Is A Fundraising Complaint?

We follow fundraising guidelines set down by the Charity Commission, the Institute of Fundraising and the Fundraising Standards Board.  Consequently all of our fundraising activity should be honest, transparent, fair and reasonable. We define a complaint as an expression of dissatisfaction with our fundraising activities, including the nature of activities and/or the behaviour of members of staff. If you have any concerns about our fundraising activity, don’t like the way we have asked you for a donation or are dissatisfied or upset about any other aspect of our fundraising, please let us know.

How Do You Complain?

We carry out a wide variety of fundraising activities. Some of these are organised by our staff, while others are independently organised by volunteers. If you have a complaint about any fundraising activity done by us, or in our name, then we want to know. Please send your complaint to:

Head of Fundraising & Marketing
Child Bereavement Charity
The Clare Foundation
The Saunderton Estate
Saunderton,
Buckinghamshire
HP14 4BF

Tel: 01494 568915
E-mail: Ian Davis

Please note that we are only able to investigate a complaint if it is received by us within three months of the date of the incident to which the complaint refers.

What We Need To Know

When you contact us with a complaint, please remember to tell us:

• What happened
• When
• Who was involved
• Where it occurred

If your complaint involves any printed material, please send an example to us, if possible.

To help us investigate your complaint, please provide as much of the following information as possible when you contact us:

• Whether it’s an original complaint or a follow-up to a reply you were not satisfied with
• A clear description of the complaint and what action you’d like us to take
• Your full postal address, telephone number and email address (if you have one)

What Happens When You Complain To Us?

If you make a formal complaint about our fundraising activity, you should expect to hear back within 14 days of us receiving it. We aim to respond in full within this time, but if this isn’t possible we’ll inform you that we are looking into your complaint with details of when you can expect a full reply.

Our Complaints Coordinator will pass your complaint to the most appropriate person for investigation. This depends on the fundraising activity in question, and the person who had responsibility for organising it. Your complaint will be investigated, and within 30 days of us receiving your complaint, the outcome of our investigation will be sent to you in writing. If we are unable to complete our investigation within 30 days (for example, for reasons of absence of a key staff member or because information is outstanding from an agency), we will contact you to outline the situation.

What Happens If You Are Not Satisfied With The Outcome Of Our Investigation Into Your Complaint?

When we contact you, we’ll also give you options if you are not satisfied with our reply. Depending on the nature of your complaint, you can refer your complaint to the Fundraising Standards Board, provided that you do this within two months of receiving our response. We’ll provide you with the necessary details when we contact you with the outcome of our investigation.