Complaints about fundraising

The Abbotsford Trust fundraising team welcomes and encourages feedback from supporters and donors.  When we have not met the standards expected by individuals or organisations, the charity will seek to address these concerns promptly and to the satisfaction of the party who has raised them.  Where an immediate resolution cannot be achieved for the individual or organisation Abbotsford will seek to address the concern or issue as a ‘complaint’.

In the event of a complaint about The Abbotsford Trust’s fundraising, we will:

• Take all complaints seriously
• Seek to resolve complaints quickly and informally where possible
• Learn from complaints and make any appropriate changes
• Treat all complaints in confidence
• Manage your personal data appropriately.

It’s always best if you can let Abbotsford know about any problems regarding the charity’s fundraising straight away. Most complaints can be sorted out quickly by a member of the Development team. If it is not possible to resolve the problem at the time, then if you have a complaint about Abbotsford’s fundraising:

1. In the first instance please raise this with the Development Manager. You can do this by: phone using the standard Abbotsford number; email to fundraising@scottsabbotsford.co.uk; or by letter to The Development Manager at the standard postal address.  We aim to acknowledge your complaint within five working days wherever possible.  Please provide details of the complaint and provide your contact details so that we can follow up on this with you.

2. Where you are not happy with the resolution at this stage, you can raise your complaint with the Chief Executive on enquiries@scottsabbotsford.co.uk. Or via the standard phone number or postal address.

3. Where you are not happy with resolution at this stage, you can raise your complaint with the trustees of the charity. You can do this, as above, in writing or email noting ‘For the attention of the Chair’ and providing full details.

4. If you feel that your complaint has not been resolved, you can take this to the Scottish Fundraising Standards Panel. You can find our more information about how to do this here: https://goodfundraising.scot/submit-a-complaint/ . Or you can email: info@goodfundraising.scot or call: 0808 164 2520. Or you can write to: Scottish Fundraising Adjudication Panel c/o The Scottish Charity Regulator (OSCR), 2nd Floor Quadrant House, 9 Riverside Drive, Dundee DD1 4NY

Please note for any other complaint, email enquiries@scottsabbotsford.co.uk.