Complaints Policy ROLDA UK
Purpose and Scope
The purpose of this policy is to provide a clear framework for managing complaints in a fair, timely, and consistent manner. ROLDA UK values feedback and is committed to using complaints to improve its services and operations. This policy applies to all stakeholders, including donors, supporters, partners, volunteers, and the public.
Policy Statement
ROLDA UK is dedicated to maintaining the highest standards of transparency, accountability, and integrity in all its activities. We encourage anyone who has experienced dissatisfaction with any aspect of our work to bring it to our attention. All complaints will be treated seriously and addressed promptly. We are committed to handling complaints in a professional and respectful manner.As well as resolving complaints efficiently and fairly. And, learning from complaints to enhance our operations and services.
Definition of a Complaint
A complaint is an expression of dissatisfaction, whether oral or written, regarding the services, actions, or behavior of ROLDA UK, its staff, volunteers, or partners. Examples of complaints may include (but are not limited to):
● Concerns about how fundraising activities are conducted.
● Perceived misuse of donations or resources.
● Issues with the behavior or actions of staff or volunteers.
● Lack of communication or responsiveness.
How to Make a Complaint
Complaints can be submitted through the following channels:
● Email: Send a complaint to support@rolda.org.uk.
● Phone: Call us at 0161 531 8801.
● Letter: Write to us at ROLDA UK, Suite 9273, PO Box 4336, Manchester, M61 0BW .
Please include the following information in your complaint:
● Your name and contact details.
● A description of the issue, including relevant dates, times, and individuals involved (if applicable).
● Any supporting evidence, such as documents or correspondence.
● Your preferred method of response.
Complaints can be made anonymously; however, doing so may limit our ability to investigate thoroughly.
Complaints Handling Procedure
1. Step 1: Acknowledgment
ROLDA UK will acknowledge receipt of the complaint within five (5) working days. The acknowledgment will include the name and contact details of the staff member handling the complaint.
2. Step 2: Investigation
The complaint will be assigned to an appropriate staff member for investigation. We may contact you for further information or clarification, if necessary. All complaints will be investigated objectively, fairly, and confidentially.
3. Step 3: Response
We aim to provide a full response within twenty (20) working days of receiving the complaint. If the investigation requires more time, we will inform you of the delay and provide a revised timeline. The response will include the outcome of the investigation and any actions taken (or proposed) to resolve the issue.
4. Step 4: Follow-Up
We may follow up with the complainant to ensure the issue has been satisfactorily resolved. Any lessons learned will be shared with relevant teams to improve future practices.
5. Step 5: Escalation
If you are not satisfied with the initial response, you may escalate your complaint by contacting: ROLDA UK Board of Trustees at rolda@rolda.org.
The Board of Trustees will review the complaint independently and aim to provide a response within thirty (30) working days. Their decision will be final.
For issues related to fundraising practices, you can also contact the Fundraising Regulator at:
Website: www.fundraisingregulator.org.uk
Phone: 0300 999 3407
Email: enquiries@fundraisingregulator.org.uk
Confidentiality and Data Protection
All complaints will be handled in line with our Data Protection and Privacy Policy. Personal information will only be shared with individuals involved in the investigation or resolution of the complaint. We will not disclose your identity without your consent, except where required by law.
We review all complaints and responses regularly to identify trends and areas for improvement.
Complaints will be recorded and maintained in a confidential log, which will be reviewed annually by the Board of Trustees.