Care for the elderly in Northumberland.

Fundraising Complaints Procedure

Your views are important to us and we take every complaint seriously. We are committed to high standards in everything that we do, but we realise that sometimes we get things wrong and that not everyone will agree with what we do.

We welcome feedback because it enables us to improve the services we offer and helps us to improve our communication to you.

We promise to take all complaints seriously, and to deal with them in a timely manner.
You may send your complaint to us in any of the following ways:

STAGE 1

Call: 01434 633999

Email: office@charlottestraker.org.uk

Write: The Chair of Fundraising
The Charlotte Straker Project
Charlotte Straker House
Cookson Close
Corbridge
NE45 5HB
Northumberland

We will try to resolve the problem as quickly as possible. Whatever the complaint, you can expect us to respond within the following times:

  • During office hours Monday to Friday 9am – 5 pm we will answer your call and you will receive a full response within 7 working days
  • Emails will be acknowledged within 2 working days and you will receive a full response within 7 working days.
  • We will provide a full response to most letters within 7 working days; for more complex ones, we will acknowledge them within 7 working days and provide a full response within 14 working days.

STAGE 2

If for any reason we have not resolved the complaint to your satisfaction, please bring the matter to the attention of Chair of the Board of Trustees by writing to them at the above address.

Please explain clearly why you feel that your complaint has not been properly resolved and what it is that you want us to do.

The same response times will apply as at Stage 1.

STAGE 3

In the event that you remain dissatisfied with the response you have received which is related to fundraising (only), you are entitled to take your concerns to the Fundraising Regulator.

The Fundraising Regulator is an independent body that works to ensure that charities raising money from the public do so honestly and protects the public, donors and potential donors, not least those who may be vulnerable, from unacceptable fundraising practices.

The Charlotte Straker Project is a member of the Fundraising Regulator and we are committed to abide by any decision they reach on complaints which are escalated to them.

Their contact details are:
The Fundraising Regulator
2nd Floor
CAN Mezzanine Building
49-51 East Road
London N1 6AH
Tel: 0300 999 3407
Email: enquiries@fundraisingregulator.org.uk