1. What this procedure covers
This page summarises our version 2.4 Complaints Policy. Read the full public policy and explore our approach to governance.
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, call +44 7960 287537, speak to a member of staff or trustee, or write to Roots for Change UK, Bargain Outlet, 111–113 King Street, South Shields, Tyne and Wear, NE33 1DP. A subject line such as “Fundraising complaint” helps us direct it but is optional. You do not have to complete a form or try an informal discussion first.
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, normally ask for a review within 20 working days of our response and explain what you believe was missed or handled unfairly. We consider reasonable extensions where needed. A trustee who has no conflict of interest and was not previously involved reviews the complaint; if that is not possible, the Board arranges a suitable independent reviewer. We aim to send a final response within 20 working days of your request, explaining any unavoidable delay.
6. Fundraising Regulator
You should first complain to us and normally allow four weeks for a response. You can then contact the Fundraising Regulator on 0300 999 3407 if you are dissatisfied or have received no response; you do not have to complete every stage of our internal review first. The Regulator normally considers complaints made within one year of becoming aware of the issue, usually counted from when you complained to the organisation, and does not consider complaints brought more than six years after the event. Its eligibility rules and discretion apply, so contact it promptly and check its current guidance.
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.