COMPLAINTS
POLICY

 

1. Purpose of this policy

This policy explains how to raise a complaint about our fundraising, how we will handle and respond to it, and how you can escalate your concerns if you remain dissatisfied. It applies to all fundraising activities we carry out directly, through our staff and volunteers, and through any professional fundraisers or agencies working on our behalf.

2. Our commitment to you

We aim to fundraise in a way that is legal, open, honest and respectful and to comply with the Code of Fundraising Practice and guidance from the Fundraising Regulator. Complaints are treated seriously as an opportunity to put things right, learn, and improve our fundraising practices.

3. What is a complaint?

For the purposes of this policy, a complaint is any expression of dissatisfaction, whether justified or not, about our fundraising activities, the conduct of our fundraisers, or fundraising carried out on our behalf. This includes concerns about how you were approached, the information you were given, the behaviour of a fundraiser, or compliance with the Code of Fundraising Practice.

4. Who can complain and time limits

Any member of the public, supporter, beneficiary, volunteer, staff member or partner organisation may raise a complaint about our fundraising. Complaints should normally be made within six months of the issue arising or of you becoming aware of it so that we can investigate effectively.

5. How to make a complaint

You can make a complaint using any of the following:

  • Email: info@explorers.london

  • Telephone: +44(0)207 889 3002

  • Post: 1 The Green, Richmond TW9 1PL

Please tell us: what happened, when and where it took place, who was involved (if known), and how you would like us to put things right.

6. Accessibility and support

Complaints can be made by you directly or via an advocate or representative where you have given your consent. On request, we will take reasonable steps to support you to make a complaint in a way that meets your needs (for example, by telephone instead of written correspondence).

7. How we handle complaints – Stage 1

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

  • Wherever possible, complaints will be dealt with promptly by the relevant manager or the designated Complaints Co‑ordinator.

  • We aim to provide a full response within 20 working days; if this is not possible, we will update you on progress and let you know when you can expect a final response.​

Our response will explain our understanding of your complaint, the steps we have taken to investigate, our decision, any actions or remedies we propose, and how you can escalate the matter if you remain dissatisfied.

8. Stage 2 – Internal review

If you are unhappy with the Stage 1 response, you may request an internal review within 20 working days of our decision. The review will normally be carried out by a senior manager or trustee who was not involved in the original investigation.​

  • We will acknowledge your request for review within 5 working days.

  • We aim to complete the review and provide a final written response within 20 working days, or we will explain if more time is needed.​

This response will confirm whether the original decision is upheld or changed and will set out any further actions we will take.

9. Professional fundraisers and agencies acting on our behalf

Where your complaint relates to an external professional fundraiser or agency working under contract for us, we will ensure that their complaints process is triggered and that your concerns are investigated. We remain responsible for their fundraising on our behalf and will oversee and review the outcome of their investigation to ensure it is fair and compliant.​

If your complaint originally went to the professional fundraiser or agency and you remain dissatisfied after their final response, you may ask us to review the matter under Stage 2 of this policy.

10. Escalation to the Fundraising Regulator

If, after completing our internal process (Stages 1 and 2), you are still unhappy with our final response to a fundraising complaint, you can ask the Fundraising Regulator to consider your complaint.​

Fundraising Regulator
Website: www.fundraisingregulator.org.uk/complaints
Telephone: 0300 999 3407
Address: Fundraising Regulator, 50 Featherstone Street, London EC1Y 8RT.

The Fundraising Regulator will generally expect you to bring your complaint to them within two months of our final response and will look at whether we have complied with the Code of Fundraising Practice.

11. Other regulators and serious incidents

Some complaints may also need to be reported to other regulators, such as the Charity Commission, Information Commissioner’s Office, Advertising Standards Authority or the Police, where there is evidence of serious risk, harm, safeguarding concerns, data breaches or potential criminal activity. Where required, we will make serious incident reports to the Charity Commission in line with its guidance.

12. Confidentiality and data protection

Information you provide will be handled sensitively and in line with data protection law and our privacy notice. Details of your complaint will only be shared internally or with third parties as necessary to investigate and resolve the issues you have raised or to meet legal or regulatory obligations.

13. Recording, monitoring and learning

We keep a record of all fundraising complaints, including how they were resolved and any actions taken. Complaints are regularly reviewed by senior management and reported to the trustees to identify trends, manage risk and improve our fundraising practices.

14. Review of this policy

This policy will be reviewed at least every two years, or sooner if there are significant changes to regulation or guidance affecting fundraising and complaints handling. Any updates will be approved by the trustees and published on our website.