Liberate is committed to following fundraising best practice and we take all complaints and concerns seriously.
We welcome feedback and promise to deal with all complaints in a timely manner. We regard complaints as an opportunity to turn a negative experience for a customer or service user into a positive one, as well as an opportunity to learn and to improve.
Please note that the following policy applies to fundraising activities only. If your complaint relates to governance and/or any of our other activites please refer to our General Complaints Policy.
How to complain
Stage 1 – Tell us
In making a complaint we believe most people want:
- to be listened to;
- to have the problem accepted as important;
- to be offered a solution or explanation;
- to have their distress acknowledged and to be assured the same thing will not happen again.
It is therefore essential that people raising a complaint are involved in discussing their concerns and in finding solutions.
You can send your complaint to us in the following ways:
Write to us at:
P O Box 567
Stage 2 – We will respond to your complaint
Your complaint will be fully investigated by a member of our senior management team.
We will always try to resolve your complaint as quickly as possible and you can expect us to respond within the following times:
- All complaints will be acknowledged within 5 working days of receipt of the complaint. Some may be resolved within this time, too;
- If the complaint is more complex, you will receive a further full response within 10 working days of receipt of the complaint.
The purpose of our complaints handling procedure is to ensure that we:
- listen and are responsive to people who raise an issue with us;
- respond swiftly and at a level close to the point of service delivery;
- are fair and consistent;
- offer solutions and/or explanations;
- offer complainants recourse to someone more senior/more independent if they wish;
- ensure that staff who are mentioned in complaints receive support;
- respect confidentiality;
- record complaints consistently, and monitor what we record;
- use complaints positively as an opportunity for learning and improvement.
Stage 3 – If you are unhappy with our response
If you are not happy with our response following Stage 1 and 2, please let us know within 10 days of receiving our response and we will then escalate your complaint to our CEO.
Our CEO will lead an investigation and contact you with a response within 10 working days of receipt of your correspondence letting us know that you were unhappy with our initial response.
Stage 4 – Fundraising Regulator
If you are still not happy with our response to your fundraising complaint you can contact the Fundraising Regulator.
The Fundraising Regulator is the independent regulator of charitable fundraising in England, Wales and Northern Ireland. It stands up for best practice in fundraising, in order to protect donors and support the vital work of fundraisers.