Fundraising Complaints Policy
The Heart of England Forest is committed to delivering a high quality of service to anyone who engages with our fundraising work. We are registered with the Fundraising Regulator and follow their Code of Fundraising Practice, meaning we pledge to fundraise legally, with honesty, openness, and respect at all times.
We are keen to hear from anyone who believes we have fallen short of the high standards we set ourselves. We view a fundraising complaint as an opportunity to learn and improve for the future and importantly, we want to make sure we can put things right for the person who has made the fundraising complaint.
If you wish to make a complaint to the Heart of England Forest about our fundraising activities, please contact our Partnerships Director in writing in one of the following ways:
Email: info@heartofenglandforest.org
When submitting by email, please include the phrase “Fundraising Complaint” in the subject line.
Post:
Partnerships Director
The Heart of England Forest
Collets Farm
Dorsington
Stratford-upon-Avon
Warwickshire
CV37 8AU
We will acknowledge and 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, should we need to carry out a more in-depth investigation, we will aim to provide you with a full response within a further 30 working days. If we are unable to meet that deadline due to exceptional circumstances, we will of course let you know.
If you are not happy with the response you receive, you can escalate your concerns to the CEO at the above address who will consider the matter further.
If your complaint about our fundraising activities is not resolved to your satisfaction, you can ask the independent Fundraising Regulator to consider it, you must contact them within 2 months of receiving our response to your complaint:
Further information on their complaints process is available here.
You must submit your complaint using their online complaints form or in writing.
If you need advice from them or are unable to complain in writing for any reason, you can contact the Fundraising Regulator by phone on 0300 999 3407 Monday to Friday, 09.30 am – 4.30 pm).
The Heart of England Forest is a member of the Fundraising Regulator, and we agree to abide by its decisions.
