Our Fundraising Complaints Process

Stage 1: The charity tries to resolve the complaint

Any complaints can be raised with Dorset Wildlife Trust or The Fundraising Standards Board.

  • Enquiry made about how to complain
    Register the complaint to Dorset Wildlife Trust within three months of the incident occurring. Dorset Wildlife Trust will provide the complainant with a copy of their complaints procedure and the Fundraising Promise. This must be done within 14 days.
     
  • Complaint is made
    Acknowledge the complaint in writing within 14 days.
     
  • When the investigation is completed
    Tell the complainant of the outcome of the investigation within 30 days of receiving the complaint.
     
  • If the outcome is not seen as satisfactory
    If the complainant wishes to escalate the complaint, they should raise their concerns with The Fundraising Standards Board within two months of receiving Dorset Wildlife Trust’s final response.

Stage 2: The Fundraising Standards Board tries to resolve the complaint

If the complaint is not satisfactorily resolved, then it can be passed to the FRSB. They will investigate the complaint and work with Dorset Wildlife Trust and the complainant to try to resolve the problem.

Once the FRSB have received the complaint, they will contact Dorset Wildlife Trust concerned to inform them of the complaint and to gather information from them regarding the issue.

They will investigate the complaint and try to resolve it with all parties concerned within 30 days.

Stage 3: The FRSB Board upholds or rejects a complaint

If the complainant still is not satisfied with the outcome they can ask the FRSB Board to adjudicate.

The FRSB Board will review the complaint and report their conclusion within 60 days. The Board has the discretion to specify that either no further action is appropriate or to censure the charity and prescribe one or more sanctions. The FRSB will try to pursue the case to a satisfactory conclusion for both parties.  

 

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