Our Fundraising Complaints Procedure

SBH Scotland value those who support us, and are committed to best practice in fundraising. Our complaints policy for fundraising has been guided by the Scottish Fundraising Standard Panel who regulate fundraising in Scotland. The three-stage complaint procedure will help ensure that any concerns raised are dealt with quickly and easily.

We make this commitment to best practice in fundraising in addition to adhering to the Scottish Fundraising Guarantee via SBH Scotland’s Supporter Commitment.

We also follow the Fundraising Regulators UK wide Code of Fundraising Practice and follow their guidelines when applicable in Scotland.

We commit to ensuring that:

• People who support us and the wider public know how to make a complaint and can do so easily
• Those making a complaint know that it will be dealt with sensitively, honestly and fairly
• Complaints are dealt with in a timely and efficient manner
• All relevant SBH Scotland staff are aware of and confident following the fundraising complaints policy
• Complaints are reviewed on a regular basis to inform our approach to fundraising and process improvements.

What is a complaint?

A complaint is an expression of dissatisfaction or concern about the fundraising activities, or fundraising actions taken by the charity as a whole, members of staff, or volunteers - which affects an individual or groups of people with whom the charity is involved.

Who can make a complaint?

Any individual or group can make a complaint, or a complaint can be made on behalf of someone else (in cases where a complaint has been made on behalf of someone else, we will be mindful of data protection issues when responding).

How to make a complaint?

Stage 1:

If you have a complaint regarding our fundraising activities or approach, please contact us and we will try to resolve the issue immediately.

Complaints regarding fundraising can be made to:

• By email: fundraising@sbhscotland.org.uk
• By telephone: 03455211600
• In writing: SBH Scotland, The Dan Young Building, 6 Craighalbert Way, Dullatur G68 0LS

We hope to be able to resolve most issues at the point of complaint. However, some issues may require investigation before a response can be made, or you may request a formal response. In both these cases, complaints will be registered as formal.

Any individual who posts negative fundraising feedback on any SBH Scotland social media channel will be invited to discuss their concerns further with a relevant staff member and/or to make a formal complaint via the channels listed above.

Stage 2:

We will acknowledge your formal complaint within 5 working days of receiving it.

We will appoint a manager of suitable seniority to investigate the complaint and will inform you of the name of the person who will be investigating your complaint.

All formal complaints will be responded to as soon as possible, but we will aim to provide you with a full response within 20 working days of the date of acknowledgment. If we are unable to meet that deadline due to exceptional circumstances, we will let you know why and when you can expect a response.

When responding, if we need to take action to address the problem, we will tell you what action we will take, why and when.

If you are not happy with the decision you receive, you then have the opportunity to raise the issue with the Board of Directors (the Charity Trustees) by writing to the Company Secretary, SBH Scotland. The Dan Young Building, 6 Craighalbert Way Dullatur G68 0LS, who will investigate and respond, normally within 14 working days.

Stage 3: Complainants who remain unsatisfied by the complaint response have the right to then refer the complaint to the Scottish Fundraising Standards Panel.