Fundraising Complaints Policy

Introduction

The National Rheumatoid Arthritis Society (NRAS) is committed to delivering a high standard of service to anyone who engages with our work.

We are keen to hear from anyone who believes we have fallen short of the high standards we set ourselves in relation to our fundraising activities. You can provide your feedback by phone on 01628 823524, email fundraising@nras.org.uk or, alternatively, you can write to the following address:

Fundraising Department
National Rheumatoid Arthritis Society (NRAS)
Unit 4, Switchback Office Park
Gardner Road
Maidenhead
Berkshire
SL6 7RJ

Procedure

All complaints received will be acknowledged within 3 working days of receipt and we will aim to provide an initial response to your feedback within 10 working days of receiving it. Whilst we expect to be able to resolve most complaints within that timeframe, if we need to conduct a more in-depth investigation, we will aim to provide you with a full response within 20 working days. If we are unable to meet that deadline due to exceptional circumstances, we will let you know.

Appealing against a decision

If you are not happy with the response you receive, you can escalate your concerns to the Chief Executive who will consider the matter in more detail.

If after four weeks following the complaint, the matter has not been addressed or the complainant does not feel that their concerns have been resolved satisfactorily by the fundraising organisation, they can refer their complaint to the Fundraising Regulator. They should raise their concerns with the Fundraising Regulator within eight weeks.

Fundraising Regulator

If we are unable to resolve your complaint about our fundraising activities to your satisfaction, you can ask the Fundraising Regulator, to consider it by:

NRAS is registered with the Fundraising Regulator and we agree to abide by its decisions. Please note that the Fundraising Regulator can only consider complaints made to the fundraising organisation concerned within 12 weeks of the original incident.