Fundraising Complaints Policy

The difference between a concern and a complaint

A concern may be defined as ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought’.

A complaint may be defined as ‘an expression of dissatisfaction however made, about actions taken or a lack of action’.

It is in everyone’s interest that concerns and complaints are resolved at the earliest possible stage. Many issues can be resolved informally, without the need to use the formal stages of the complaints procedure.  ENO  takes concerns seriously and will make every effort to resolve the matter as quickly as possible.

How to raise a concern or make a complaint

A concern or complaint can be made in person, in writing or by telephone. They may also be made by a third party acting on behalf on a complainant, as long as they have appropriate consent to do so.

For ease of use, a template complaint form is included on this page.

Alternatively, you can complete an online complaint form.

If you require help in completing the form, please contact [email protected]

Time scales

You must raise the complaint within three months of the incident or, where a series of associated incidents have occurred, within three months of the last of these incidents. We will consider complaints made outside of this time frame if exceptional circumstances apply.

Scope of this Complaints Procedure

This procedure covers all complaints about any provision of fundraising activity by ENO.

Resolving complaints

At each stage in the procedure, ENO wants to resolve the complaint. If appropriate, we will acknowledge that the complaint is upheld in whole or in part. In addition, we may offer one or more of the following:

• an explanation
• an admission that the situation could have been handled differently or better
• an assurance that we will try to ensure the event complained of will not recur
• an explanation of the steps that have been or will be taken to help ensure that it will not happen again and an indication of the timescales within which any changes will be made
• an undertaking to review ENO’s policies in light of the complaint
• an apology.

If you have a complaint about fundraising at the ENO please complete this form Chief Financial Officer via [email protected] or London Coliseum, St Martin’s Lane, London, WC2N 4ES. The information will be reviewed by the Chief Financial Officer who will investigate thoroughly and fairly.

The Chief Financial Officer will record the date the complaint is received and acknowledge receipt of the complaint in writing within 5 working days. Within this response, the Chief Financial Officer will seek to clarify the nature of the complaint, ask what remains unresolved and what outcome the complainant would like to see.

During the investigation, the investigator will:

• if necessary, interview those involved in the matter and/or those complained of, allowing them to be accompanied if they wish
• keep a written record of any meetings/interviews in relation to their investigation.

At the conclusion of their investigation, the investigator will provide a formal written response within 15 working days of the date of receipt of the complaint.

If the investigator is unable to meet this deadline, they will provide the complainant with an update.

The response will detail any actions taken to investigate the complaint and provide a full explanation of the decision made and the reason(s) for it. Where appropriate, it will include details of actions ENO will take to resolve the complaint.

The investigator will advise the complainant of how to escalate their complaint should they remain dissatisfied with the outcome.

If the complainant is dissatisfied with the outcome and wishes to take the matter further, they can escalate the complaint to the Finance, Audit and Risk Committee (a sub Committee of the Board ). This is the final stage of the complaints procedure.

A request to escalate to the Board must be made in writing to the Chair of the Finance, Risk and Audit Committee via email to [email protected] or in writing to London Coliseum, St Martin’s Lane, London, WC2N 4ES  within 10 days of receipt of the outcome of the original investigation.

The Chair will record the date the complaint is received and acknowledge receipt of the complaint in writing (either by letter or email) within 5 working days.

Requests received outside of this time frame will only be considered if exceptional circumstances apply.

The Chair will write to the complainant to inform them of the date of the meeting. They will aim to convene a meeting within 20 working days of receipt of request. If this is not possible, the Chair will provide an anticipated date and keep the complainant informed.

The Finance, Risk and Audit Committee will consist of at least three trustees with no prior involvement or knowledge of the complaint.

Note: Complaints about staff conduct will not generally be handled under this complaints procedure. Complainants will be advised that any staff conduct complaints will be considered under staff disciplinary procedures, if appropriate, but outcomes will not be shared with them.

Representatives from the media are not permitted to attend.

At least five working days before the meeting, the Chair will confirm and notify the complainant of the date, time and venue of the meeting. The Chair may request copies of any further written material to be submitted to the committee at least three working days before the meeting.

Any written material will be circulated to all parties at least three working days before the date of the meeting. The committee will not normally accept, as evidence, recordings of conversations that were obtained covertly and without the informed consent of all parties being recorded. The committee will also not review any new complaints at this stage or consider evidence unrelated to the initial complaint to be included.

The meeting will be held in private. Electronic recordings of meetings or conversations are not normally permitted. Prior knowledge and consent of all parties attending must be sought before meetings or conversations take place. Consent will be recorded in any minutes taken.

The committee will consider the complaint and all the evidence presented. The committee can:

• uphold the complaint in whole or in part
• dismiss the complaint in whole or in part.

If the complaint is upheld in whole or in part, the committee will:

• decide on the appropriate action to be taken to resolve the complaint
• where appropriate, recommend changes to the ENO’s systems or procedures to prevent similar issues in the future.

The Chair  will provide the complainant and ENO with a full explanation of their decision and the reason(s) for it, in writing, within five working days.

The letter to the complainant will include details of how to contact the Charity Commission and Fundraising Regulator if they are dissatisfied with the way their complaint has been handled by ENO.

The response will detail any actions taken to investigate the complaint and provide a full explanation of the decision made and the reason(s) for it. Where appropriate, it will include details of actions ENO will take to resolve the complaint.

The response will also advise the complainant of how to escalate their complaint should they remain dissatisfied.

Next Steps

If the complainant believes ENO did not handle their complaint in accordance with the published complaints procedure or they acted unlawfully or unreasonably in the exercise of their duties under education law, they can contact the Fundraising Regulator after the completion of the Board Complaints Committee.

• emailing [email protected]
• calling 0300 999 3407 (Monday to Friday, 09.30 am – 4.30 pm)
• sending a letter to Fundraising Regulator, 50 Featherstone Street, London, EC1Y 8RT