Fundraising complaints procedure

We welcome all comments and feedback about the way we work. If you want to report a complaint or problem about us, we will aim to resolve it as quickly and efficiently as possible in a fair and confidential manner.

The aim of this procedure is to provide an efficient and robust process in line with the Fundraising Regulator guidelines.

Our Time is committed to fundraising best practice and takes complaints very seriously. We regard complaints as an opportunity to learn from and improve customer or service users’ experiences.

The context for our complaints procedures is effective customer care. 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 in a timely manner
  • are fair and consistent
  • offer solutions and/or explanations
  • offer complainants recourse to someone more senior/more independent if they wish
  • ensure that staff or volunteers who are mentioned in complaints receive support
  • respect confidentiality
  • record complaints consistently
  • monitor what we record
  • use complaints positively as an opportunity for learning and improvement

In making a complaint we believe most people want to:

  • be listened to
  • have their problem acknowledged as important
  • be offered a solution or explanation
  • have their distress acknowledged
  • be assured the same thing will not happen again

It is therefore essential that people raising a complaint are involved in discussions regarding their concerns and finding possible solutions.

Complaints Process

Step 1: Let us know

Send your complaint to us by:

Post: Our Time, c/o TKG Partnership Ltd. Chartered Accountants, Unit 3, Gateway Mews, Ringway, Bounds Green, London N11 2UT

We aim to ensure every complaint is acknowledged within 14 working days.

Step 2: Responding to your complaint

Your complaint will be fully investigated by a member of our management team. The outcome of our investigation will be provided within 28 working days from the date the complaint was received. If it is not possible to give a full response within the timescale, we will contact you to provide an explanation and indication of when a full response can be expected (within a further 14 working days).

Step 3: If you’re unhappy with our response

If you are still dissatisfied with our response, please let us know and the matter will be reviewed by a senior manager. They will write to you, clearly stating the outcome of the review and the rationale for their decision.

An acknowledgement will be sent in writing (within 14 working days of receiving your response). The review will be completed within 28 working days of receiving your response. If an extension is necessary we will inform you of the reason and provide you with an update.

Step 4: Taking your complaint outside of Our Time

In the event that you remain dissatisfied with the response you have received, you are entitled to take your complaint to the Fundraising Regulator. The Fundraising Regulator is an independent regulator of charitable fundraising in England, Wales and Northern Ireland. They help protect donors and encourage best practice in fundraising and investigate complaints about poor fundraising practice. Our Time is a member of the Fundraising Regulator and is committed to abiding by any decision they reach for complaints that are escalated to them.

Fundraising Regulator contact details:

Fundraising Regulator Fundraising Badge