Complaints Procedure
Giving with Confidence
Meningitis UK are members of the Fundraising Standards Board (FRSB) self-regulatory scheme. The FRSB works to ensure that organisations raising money from the public do so honestly and properly. As members of the scheme, we follow the Institute of Fundraising's Codes of Fundraising Practice and comply with the key principles embodied in the Codes and in the Fundraising Promise.
The Fundraising Promise
• We are Committed to High Standards
• We are Honest and Open
• We are Clear
• We are Respectful
• We are Fair and Reasonable
• We are Accountable
Complaints Procedure
You can notify us of a breach of the Institute of Fundraising's Codes of Fundraising Practice (details available on the FRSB website www.frsb.org.uk) or a breach of The Fundraising Promise by:
Phoning: Penny Crawley, Meningitis UK Complaints Co-ordinator, on 0117 3737373
Emailing: pennycrawley@meningitisuk.org
Writing to: Meningitis UK, 25 Cleeve Wood Road, Downend, Bristol. BS16 2RU
Please provide us with the following information:
• Your name and address details
• A contact telephone number and/or email address
• Nature of complaint
• Any other relevant information, documentation etc
We will acknowledge receipt of your complaint in writing within 14 days and advise you of the outcome of our investigation within 30 days of receiving your complaint.
It is our policy to handle complaints according to the Fundraising Standards Boards recommendations.
Should you be dissatisfied with our response to your complaint, you can take your complaint to The Fundraising Standards Board within two months of our response.
Fundraising Standards Board
Hampton House
20 Albert Embankment
London SE1 7TJ
T: 0845 402 5442
F: 0845 402 5443
W: www.frsb.org.uk
Details of the Fundraising Standards Board complaints procedure can be found on their website above.
The Fundraising Promise
We are Committed to High Standards
• We do all we can to ensure that all fundraisers and volunteers working with us to raise funds comply with the Codes and with this Promise
• We comply with the law including those that apply to data protection, health and safety and the environment
We are Honest and Open
• We tell the truth and do not exaggerate
• We do what we say we are going to do
• We answer all reasonable questions about our fundraising activities and costs. Please contact us, visit our website or see our Annual Review if you require further details.
We are Clear
• We are clear about who we are, wheat we do and how your gift is used
• If and where we have a promotional agreement with a commercial company, we make clear how much of the purchase price we receive
• We give a clear explanation of how you can make a gift and amend a regular commitment
We are Respectful
• We respect the rights, dignities and privacy of our supporters and beneficiaries
• We will not put undue pressure on you to make a gift and if you do not want to give or wish to cease giving, we will respect your decision
• If you tell us that you don't want us to contact you in a particular way we will not do so
We are Fair and Reasonable
• We take care not to use any images or words that cause unjustifiable distress or offence
• We take care not to cause unreasonable nuisance or disruption
MeningitisUK · Registered Charity No.1076774