Introduction
Self Unlimited is the operating name of Cottage And Rural Enterprises or ‘CARE’ (RCN 250058) and is a member of the Fundraising Standards Board (FSB), the self-regulatory body for fundraising in the UK that exists to help the public ‘give with confidence’ and to act as a channel for any subsequent concerns or complaints. All member organisations agree to adhere to the ‘Fundraising Promise’ and fundraise in accordance with the Institute of Fundraising’s Codes of Practice.
At Self Unlimited, we have always upheld high standards of fundraising and are pleased to display the Fundraising Standards Board logo on our website and literature as testament to our commitment to continue to do so. We are ever mindful that our success as a Charity supporting people with learning disabilities is in the hands of our donors and we aim to provide them with the best service possible. This includes a robust complaints system to deal immediately with any concerns that may arise, for whatever reason.
What is meant by a Fundraising Complaint?
Should you consider that Self Unlimited is in breach of one of the Institute of Fundraising’s Codes of Practice or is not adhering to the Fundraising Promise, you may decide to make a formal complaint to Self Unlimited’s National Communications and Fundraising Manager.
How do I make my complaint?
By Telephone: 01732 782711, and ask to speak to Ann Spencer, National Communications and Fundraising Manager
By Email: ann.spencer@selfunlimited.co.uk
By Post: National Communications and Fundraising Manager, Self Unlimited, 1 Phillippines Close, Edenbridge, Kent TN8 5GN
Your communication will be dealt with promptly and efficiently. Should the National Manager be unavailable when you call, then please leave details with her team and a member of senior staff will deal with the complaint on her behalf.
This includes acknowledging your complaint within 7 working days and seeking to resolve the issue within 30 working days.
You can be assured that you will be treated fairly and courteously and that your complaint will be handled with the utmost discretion. We will log your complaint and set up an investigatory meeting with relevant senior staff to determine the action needed to resolve the issue.
It may be decided that your complaint is justified, in which case we will write to you and apologise. We would take immediate action to prevent any such problem occurring in the future and would use the experience gained to improve our fundraising procedures.
Should our investigation find that your complaint is unjustified, we will write to you to explain why we consider this to be so.
If you are unsatisfied with the outcome, then you should contact the Fundraising Standards Board within two months of receiving our response. We will supply you with the necessary details, but please note that you must seek to resolve the issue with Self Unlimited staff before approaching the FSB. If you bypass this step, you will be referred back to Self Unlimited by the FSB before they are able to take up your complaint.
Our commitment to you
We value your support and pride ourselves on the relationships that we build with our donors. If you think we have done something wrong, then we also value the opportunity to put it right.
We will not discriminate against you in the future because you have made a complaint, but will do our utmost to resolve the issue, or discuss with you why we feel our fundraising, in whatever form it took, was honestly undertaken and appropriate under the circumstances.
The Fundraising Promise
The Fundraising Standards Board's Fundraising Promise is a commitment made to the public by members of the Fundraising Standards Board scheme. It has been compiled in consultation with fundraisers and the public and is based on six key pledges that centre on honesty, accountability and transparency. The Fundraising Promise represents a commitment to the highest standards of good practice, and to ensuring that all fundraising activities are open, legal and fair.
OUR FUNDRAISING PROMISE
We are members of the Fundraising Standards Board self-regulatory scheme.
The Fundraising Standards Board 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 this Promise.
We are committed to high standards
We do all we can to ensure that fundraisers, volunteers and fundraising contractors 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
We answer all reasonable questions about our fundraising activities and costs
We are clear
We are clear about who we are, what we do and how your gift is used
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
We are accountable
If you are unhappy with anything we’ve done whilst fundraising, you can contact us to make a complaint
We have a Complaints Procedure, a copy of which is available on request. If we cannot resolve your complaint, we accept the authority of the Fundraising Standards Board to make a final adjudication.
