Charity Fundraising Complaints Policy

1. Purpose

We are committed to fundraising in an open, honest, and respectful way. This policy explains how you can raise concerns about our fundraising activities and how we will respond.

2. Our Commitment

• We will listen to your feedback and take all complaints seriously.

• We will investigate promptly, fairly, and confidentially.

• We will learn from complaints to improve our fundraising practices.

3. What This Policy Covers

This policy applies to complaints about:

• How we have asked for donations.

• The behaviour of our fundraisers or third party agencies.

• The use of your personal data in fundraising.

• Any other aspect of our fundraising activities.

4. How to Make a Complaint

You can contact us by:

• Email: winchester.hospice@hhft.nhs.uk

• Post: Winchester Hospice Fundraising Charity, Ashley Wing, Royal Hampshire County Hospital, Romsey Road, Winchester, SO22 5DG

• Phone: 01962 825344

Please provide:

• Your name and contact details.

• Details of the complaint (what happened, when, and where).

• Any supporting evidence.

5. Our Process

• Stage 1 – Acknowledgement: We will confirm receipt within 5 working days.

• Stage 2 – Investigation: A manager not involved in the issue will investigate.

• Stage 3 – Response: We will respond in writing within 20 working days. If more time is needed, we will explain why.

6. If You’re Not Satisfied

If you are unhappy with our response, you can escalate to:

• Fundraising Regulator – for fundraising related complaints.

• Charity Commission – for serious concerns about governance or misuse of funds.

7. Learning and Improvement

We record all complaints and review them regularly to improve our fundraising standards.

8. Confidentiality

We will handle all complaints in line with data protection laws and will not share your details without your consent, unless required by law.