Fundraising Complaints

This policy recognises that Brain Tumour Research does not provide charitable services directly to members of the public. Our employees and volunteers regularly come in to contact with supporters and other members of the public, and on occasion, these members of the public may wish to feed back on their experience. This policy sets out the process by which someone (a member of the public or a volunteer) can submit a compliment, raise a concern, or make a complaint about the Charity.  

 Definition 

The Fundraising Regulator defines a complaint as: “an expression of dissatisfaction, however made, about actions taken or a lack of action.” 

When it is unclear whether a communication is a concern or a complaint, it has always been the policy of Brain Tumour Research to treat it as a complaint. 

This document refers primarily to complaints about fundraising but the principles, regarding time scales, how we investigate complaints internally and how we learn from the complaints, are relevant to any other type of complaint the charity may receive. 

To raise a concern or make a complaint, please email ceo@braintumourresearch.org or send it by post to the Chief Executive at: Brain Tumour Research, Suite 37 Shenley Pavilions, Chalkdell Drive, Shenley Wood, Milton Keynes, MK5 6LB. 

When a communication is received by email, we acknowledge the communication by return email within two business days. When a communication that is received by post, we will acknowledge the communication by post within five business days. 

As part of our acknowledgement, where appropriate we will set out a time frame for issuing a full response. The time frame shall usually fall within fifteen working days. If a more complicated issue is raised, for which the Charity requires more time to investigate, we will always let you know this.  

All communications considered to be a complaint are circulated to the Leadership Team of the Charity. The Chief Executive or another of the Directors assigns a member of the team to investigate any complaint or issues raised. Where possible, the investigator is independent of the specific events complained about but will often be a senior member of the relevant department. 

Wherever possible, Brain Tumour Research team members are informed if a complaint has been made about them or actions for which they were responsible; we have a duty of care to Brain Tumour Research employees  who are the subject of a complaint as well as to complainants and we are committed to ensuring that team members have an opportunity to respond to any allegations made.  

We investigate complaints thoroughly and fairly to establish the facts of the case. This includes reviewing all relevant evidence and might include speaking to any individuals  

complained about, as well as the complainant and any third parties involved.  

All complaints will be logged on our Continuous Improvement Log that is reviewed weekly and reported to the Board of Trustees at each of their meetings. 

 Reaching a decision 

The Charity will provide clear, evidence-based reasons for any decision and we are committed to ensuring those decisions are proportionate, appropriate, and fair.  

We will respond openly to all the substantive points raised by a complainant and explain why we consider those points are justified or not.  

We will respond to all complaints in a respectful manner. We acknowledge your experience as a complainant, whether the investigation determines that your complaint is justified or not.  

If our investigation has found that things have gone wrong, we will take proportionate action to put things right, including apologising where appropriate. We will also tell you about the lessons learnt and any changes we make to our services, guidance, or policy as a result of your complaint.  

We keep a record of the complaints we receive, the outcomes of any investigations and the reasons for any decisions. The Leadership Team regularly review the complaints received to identify any trends or wider learning.  

Where appropriate, we also consider how this reporting links to the requirement outlined in the Charities (Protection and Social Investments) Act 2016, which requires registered charities that, by law, must have their accounts audited to include extra information about fundraising complaints in their annual report and accounts. 

In the event that Brain Tumour Research is unable to satisfactorily resolve a fundraising complaint, you may want to contact the Fundraising Regulator: www.fundraisingregulator.org.uk/make-a-complaint/complaints