1. What this procedure covers
A fundraising complaint is an expression of dissatisfaction about our fundraising action or inaction. This may concern a donation request, fundraising communication, how a donation or concern was handled, or the behaviour of someone fundraising for Roots for Change UK.
2. How to complain
Email info@rootsforchangeuk.com with the subject “Fundraising complaint”, or write to Roots for Change UK, Bargain Outlet, 111–113 King Street, South Shields, Tyne and Wear, NE33 1DP.
Please include your name and contact details, what happened, relevant dates, and what you would like us to do. Tell us if you need a reasonable adjustment or an alternative way to communicate.
3. What happens next
We aim to acknowledge a complaint within five working days. It will be investigated fairly and, where reasonably possible, by someone who was not directly involved. We normally provide a full response within 20 working days. If we need longer, we will explain why and give an updated timescale.
4. Our response
Our response will explain what we found and the reasons for our decision. Where appropriate, we may apologise, correct information, review a refund request, or improve our processes. Any refund decision remains subject to charity law and the trustees' duties.
5. Review
If you are dissatisfied with the response, ask for a trustee review within 20 working days and explain why. We aim to send a final response within a further 20 working days where practicable.
6. Fundraising Regulator
After our complaints process is complete, you may ask the Fundraising Regulator to consider the complaint. Its usual time limit is two months from our final response, subject to its rules.
7. Confidentiality and learning
We share complaint information only with people who need it to investigate, respond or meet legal duties. We keep a record of complaints and report themes to the trustees so that fundraising can be improved.
8. Other concerns
This procedure concerns fundraising. Safeguarding concerns and data-protection complaints are handled under separate processes; contact info@rootsforchangeuk.com so the concern can be directed appropriately. If someone is in immediate danger, call 999.