Fundraising Complaint Procedure

Fundraising Complaint Procedure  

We welcome all comments and feedback about the way we work. 

As a charity receiving donations from the public, we are focused on  ensuring a transparent and ethical approach to our fundraising. The aim  of this procedure is to provide an efficient and robust fundraising  complaints process for our supporters in line with our organisational  values and standards set by the Scottish Fundraising Standards Panel and the Fundraising Code of Practice.  

We strive to provide excellent customer service and regard  feedback and complaints as an opportunity to learn and to improve. 

The purpose of this complaint’s procedure is to ensure that we:  

1.listen and are responsive to people who raise an issue with us

2.respond swiftly 

3. are fair and consistent,  

4. offer explanation and solutions   

5. offer complainants recourse to someone more senior

 6. ensure that staff or volunteers who are mentioned in complaints receive support,  

7. respect confidentiality,  

8. record complaints consistently and monitor what we record with quarterly reports to our Board of Trustees,  

9.  use complaints positively as an opportunity for learning and  improvement,  

10. protect those raising a concern from victimisation and harassment. 

How to Complain:  

Please send your complaint to us in one of the following ways:  Phone: 01887 822845

Email: support@birkscinema.co.uk

Post:  The Birks Cinema, 1 Dunkeld Street, Aberfeldy PH15 2DA

Your complaint will be reviewed and we aim to respond within seven  working days of receipt, but it can take up to 10 working days. If the  matter requires further investigation, we will provide you with an update  within 10 working days of receipt. If you are unsatisfied with the outcome  your complaint will be escalated to the Board of Trustees  where a review  of the complaint will be carried out. We aim to complete investigations  within 20 working  days of their start date.  

Taking Your Complaint Outside of The Birks Cinema Trust   

If you remain dissatisfied with the outcome, you are entitled to raise the  matter with the Scottish Fundraising Standards Panel.  

The Scottish Fundraising Standards Panel was established for the  purposes of overseeing enhanced self-regulation of fundraising in  Scotland, to be responsible for fundraising standards in Scotland and to  handle fundraising complaints related to Scottish registered charities.  

To contact the Scottish Fundraising Standards Panel, telephone  0808 164 2520, email info@goodfundraising.scot and the website is  https://www.goodfundraising.scot/make-a-complaint/