Dreamz4u’s Complaints Procedure

We aim to deal efficiently in all aspects of our work, but inevitably there may be occasions where you may feel that we have not maintained our high standards. If that should be the case, we deal with any complaints which you may have as effectively as possible. This procedure outlines how complaints regarding any fundraising activity of the Dreamz4u will be dealt with. It follows the requirements laid down by the Fundraising Standards Board and is designed to ensure that all complaints are examined in a fair and transparent manner.

Complaints Co-Ordinator

The Complaints Co-Ordinator for all fundraising complaints will be the Chief Executive:

Mr Jim Michie

G2/3, Faraday Business Centre

34 Faraday Street

Dundee

DD2 3QQ

Tel No: 01382 826886

Email address: jim@dreamz4u.org

The Chief executive maintains a Complaints Register, which will record:

• a copy of all complaints

• date received

• copy of communication acknowledging receipt

• details of the investigation

• copy of communication, detailing outcome of the investigation

Any person complaining to the charity about fundraising will be provided with a copy of this complaints procedure and the relevant Code of Practice within 7 days, along with an acknowledgement of receipt of a complaint. Council will be informed of all complaints received by the charity through the Chief Executive ‘s Report.

All complaints will be investigated within 3 months of the incident occurring, unless the complaint has been unduly late in reaching the charity.

All complainants will be advised of the outcome of the investigation within 30 days of its completion and made aware of their right to refer the complaint to the Fundraising Standards Board within 2 months of receiving our response.