Skip to content

Complaints Policy

How to complain

When you let us know that something has gone wrong, we view it as an opportunity to learn and improve for the future, as well as a chance to put things right for you. You can make a complaint about any aspect of what we do including how we use your personal data and our fundraising.

What is a fundraising complaint?

A fundraising complaint is any expression of dissatisfaction, however made, about actions taken or a lack of action in relation to our fundraising. This includes concerns about:

  • Our fundraising methods, communications, or materials
  • The behaviour of anyone fundraising for us
  • Compliance with fundraising regulations or standards
  • How personal data has been used in the context of fundraising
  • Any situation where a supporter feels we have fallen short of expectations in our fundraising practices

What is a personal data complaint?

A personal data complaint is an expression of dissatisfaction, however made, about how we handle your personal data. This includes concerns about how we collect it, use it, keep it secure, share it, update it, retain it, or respond to your data protection rights.

For more information about personal data complaints, see our Privacy Policy: pscsupport.org.uk/privacy-policy

How we handle complaints

Our policy is:

  • to make it clear and easy to make a complaint
  • to make sure everyone at PSC Support knows what to do if a complaint is received
  • to investigate complaints fairly and quickly

We will:

  • Acknowledge your complaint within 14 calendar days.
  • Record the complaint and review the issues raised.
  • Investigate fairly and proportionately.
  • Respond in full within 30 calendar days where possible.

If we cannot provide a full response within 30 calendar days, we will let you know why and tell you when you can expect a full reply.

Complaints will be handled by an appropriate member of staff. Where possible, the complaint will be reviewed by someone not directly involved in the matter complained about.

We may need to contact you for more information. We may also speak to staff, volunteers, contractors or third parties involved, and review relevant records and communications.

Accessibility

We want our complaints process to be easy to use. If you need this policy or our complaints process in another format, or need support to make a complaint, please contact us and we will make reasonable adjustments where we can.

Confidentiality

Your complaint will be handled sensitively, and only those who need to know will have access to the details. We will handle the information you give us according to our Privacy Policy.

How to complain

Let us know something has gone wrong

Complaints can be made through any of the following channels:

  • Write to PSC Support at Unit 23056, PO Box 4336, Manchester, M61 0BW
  • Email hello@PSCSupport.org.uk
  • Call 01235 25 35 45
  • Send us a message through our website

Please tell us:

  • your name and contact details
  • what happened
  • when and where it happened
  • who was involved, if known
  • how you would like us to contact you
  • any documents or evidence you want us to consider

If you call to complain, we may let you know about our complaints procedure, ask you for your contact details and ask you to send a written account by post or by email so that the complaint is recorded in your own words.

We will try to put things right quickly.

If you are not satisfied

If the problem has not been satisfactorily resolved, you can request that the complaint is reviewed by the Board of Trustees.

If the complaint relates to fundraising and you are not satisfied, you can complain to the Fundraising Regulator (www.fundraisingregulator.org.uk), the independent body that oversees charitable fundraising in the UK. Email: enquiries@fundraisingregulator.org.uk or call 0300 999 3407.

External Review

You can complain to the Charity Commission at any time.

Varying our Complaints Procedure

The Board of Trustees may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about the Chair of Trustees should not also have the Chair of Trustees as the person leading a review.

Monitoring and Learning from Complaints

We keep a record of complaints and use them to identify trends, improve our working practices and inform staff training, risk management and governance oversight.

Ref CCPolv7