Complaints Policy

Constellation Fundraising
Company Number: 15518727

1. Purpose

Constellation Fundraising is committed to maintaining the highest standards of integrity, transparency and professionalism in all fundraising activities carried out on behalf of client charities and organisations. This Complaints Policy outlines our process for handling concerns and complaints from members of the public, supporters, beneficiaries, partner organisations, or other stakeholders.

The policy is designed to ensure that complaints are handled promptly, fairly, and in accordance with the Fundraising Regulator’s Code of Fundraising Practice, which sets the standards for fundraising across the UK.

2. Scope

This policy applies to any fundraising activity carried out by Constellation Fundraising, including face-to-face fundraising, digital campaigns, telephone fundraising, events, or community fundraising conducted on behalf of client charities or not-for-profit organisations.

It covers complaints related to:

  • Conduct of fundraisers representing Constellation Fundraising

  • Accuracy and clarity of fundraising communications

  • Use of data and respect for supporter privacy

  • Perceived pressure or undue influence in soliciting donations

  • Breaches of the Code of Fundraising Practice

3. Definition of a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, about any aspect of our fundraising activities where a response is reasonably expected. This includes concerns raised by:

  • Members of the public

  • Donors and supporters

  • Beneficiaries

  • Partner organisations

  • Regulatory bodies

4. How to Make a Complaint

Complaints can be submitted in any of the following ways:

  • Email: [insert email address]

  • Post: Constellation Fundraising, [insert address]

  • Phone: [insert phone number]

  • Web form (if applicable): [insert link]

To help us investigate and respond promptly, please provide:

  • A clear description of the issue

  • The date and location of the incident (if applicable)

  • Names of any individuals involved (if known)

  • Your contact details for follow-up

5. Our Complaints Process

  • Acknowledgement: We will acknowledge all complaints within 5 working days of receipt.

  • Investigation: Complaints will be investigated thoroughly and impartially by a senior member of staff. Where the complaint relates to a fundraiser acting on behalf of a charity client, we will liaise with the charity as appropriate.

  • Response: We aim to respond to all complaints within 20 working days. If the matter is more complex and additional time is needed, we will inform you of the delay and expected timeline.

  • Resolution: We will explain the outcome of our investigation and any actions taken to resolve the complaint or prevent recurrence.

6. Escalation

If you are not satisfied with our response, you may escalate your complaint to the Fundraising Regulator within two months of our final response.

Fundraising Regulator
Eagle House, 167 City Road, London, EC1V 1AW
Email: complaints@fundraisingregulator.org.uk
Web: https://www.fundraisingregulator.org.uk/complaints

Constellation Fundraising is registered with the Fundraising Regulator and agrees to cooperate fully with any investigation they carry out.

7. Learning and Continuous Improvement

All complaints are logged and reviewed quarterly as part of our commitment to quality assurance and continuous improvement. Trends or repeated issues will be identified and addressed through staff training, revised procedures, or other corrective actions.