Fundraising Complaints Policy
At Denville Hall, we believe that philanthropy should be an enjoyable experience. We work hard to ensure that all of our interactions with current and potential donors are of the highest quality. To demonstrate our commitment to best practice we are registered with the Fundraising Regulator, and have signed up to the Fundraising Promise.
Despite our best efforts, we recognise that there may be occasions when you wish to register a complaint. We take complaints seriously and will take all reasonable steps to resolve the situation, in everyone’s best interests.
For very serious concerns, such as individual’s safety being placed at immediate risk, take such action as is appropriate. For example, by calling the emergency services.
A Fundraising Complaint
Fundraising complaints should pertain to an action or area which is within the remit of the Denville Hall Development Office. If you believe that we have not complied with
the Fundraising Promise, and therefore may be in breach of the Code of Fundraising Practice as outlined on the Fundraising Regulator’s website, please raise your concerns following the steps below.
How to complain
Tell us
You may register your complaint with us in any of the following ways:
- Email: complaints@denvillehall.org.uk
- Post: Feedback, Development Office, Denville Hall,
Please include your name and contact details in your email or letter so that we can get back in touch with you easily.
Throughout the complaint process, we will treat you fairly and with respect, keep you informed of progress, respond promptly, and let you know how to escalate a complaint if you wish to pursue it further.
We will respond
We aim to acknowledge all complaints within 7 working days, and to resolve them within 20 working days.
Your complaint will be fully investigated, and the outcome of our investigation will be communicated to you within 20 working days of the receipt of your complaint. If it is not possible to give a response within that timescale, we will contact you to explain why and to provide an indication of when a full response can be expected.
If you are not satisfied
If you are not satisfied with our response, please let us know and your complaint will be looked into by a lead Trustee. The Trustees will write to you setting out the outcome of their review and the rationale for their decision.
An acknowledgement will be sent in writing within 14 days of receiving your response, and we will aim to complete the review within 28 working days.
What to do next
If you are still not satisfied and would like to make a complaint to the Fundraising Regulator regarding the Denville Hall, please contact them via the online complaint form.
The Fundraising Regulator
The Fundraising Regulator is the independent regulator of charitable fundraising in the UK. It sets and promotes the standards for fundraising practice and adjudicates complaints from the public about fundraising where these cannot be resolved by the charities themselves.
Denville Hall is registered with the Fundraising Regulator and subscribes to the Code of Fundraising Practice.
Anonymous Complaints
Anonymous complaints will be recorded and any facts available looked in to. However, in doing so we will be mindful that anonymous complaints can sometimes be malicious.
Everyone involved in our work, even incidentally, has a right to complain and we will hold anyone accountable but, equally, individuals have a right to be protected from unsubstantiated and, potentially, malicious allegations.
Consequently, anyone wishing to complain is strongly encouraged to provide the information requested above and his or her contact details. This will also allow us to advise him or her of the outcome.
Confidentiality
The complaint will be treated as confidential and any communication on this issue, including responding to the complainant, will be subject to compliance with the Data Protection Act.
Availability
This policy is to be made publicly available and given to anyone who advises that he/she wishes to submit a compliant.
Version Control
| Version No | Approved by | Approval Date | Main Changes | Review Period |
| 1 | Board | 1st February 2025 | Policy Approved | Annually |