The Choir with No Name Fundraising Complaints Procedure
The Choir with No Name is registered with the Fundraising Regulator which means that we are committed to following the Fundraising Code of Practice, to ensure that our fundraising methods are always ethical, accountable, transparent, honest and respectful.
If you would like to make a complaint about your experience of any of our fundraising methods, you can do so in the following way:
By telephone: 0114 299 3177#
via email: complaints@choirwithnoname.org with the subject: “Fundraising Complaint”
via post: The Choir with No Name, 18-20 Union Street, Sheffield, S1 2JP
In person – to a known member of staff who is not part of the Fundraising Team
1. Written complaints will be acknowledged within 5 working days of receipt. Your complaint will be thoroughly investigated by the central team (excluding any staff directly implicated in the complaint) and we will aim to provide a timely response within 10 working days.
2. If you are not satisfied with our initial response to your complaint, you can raise the matter in writing with our Chief Executive Officer: kate@choirwithnonname.org. An acknowledgement will be sent within 5 working days of receipt. The Chief Executive will investigate the circumstances leading to the complaint and respond as appropriate within 10 working days.
3. If you are unsatisfied with the response from the Chief Executive, you should raise the matter in writing with our Chair of Trustees: cwnntrustees@choirwithnoname.org. An acknowledgement will be sent within 5 working days of receipt. The Chair of the Board of Trustees will investigate the matter and respond within 10 working days.
4. If these actions do not meet your concerns, The Fundraising Regulator will investigate your complaint. Find out about their complaints procedure at: www.fundraisingregulator.org.uk/complaints/make-complaint
The Choir with No Name will respond to any complaints from donors, funders, beneficiaries or other parties in a timely, respectful, open and honest way.
We will ensure that the learnings from any complaints are acted upon.
Staff and volunteers are entitled to raise concerns if they are unhappy about fundraising methods being carried out by the Choir with No Name by emailing their concerns directly to trustees@choirwithnoname.org
As a whistleblower you’re protected by law – you shouldn’t be treated unfairly or lose your job because you ‘blow the whistle’. You can raise your concern at any time about an incident that happened in the past, is happening now, or you believe will happen in the near future.