Fundraising Complaints Procedure

The REME Charity always aims for the highest fundraising standards and aims to provide our beneficiaries, supporters and stakeholders with excellent service.  Unfortunately, sometimes things go wrong and when they do, we want to know.  The REME Charity views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person [or organisation] that has made the complaint, in order to build and maintain effective relationships with our beneficiaries, supporters and other stakeholders.

Our policy is:

  • to provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint;
  • to publicise the existence of our complaints policy and procedure so that people know how to contact us to make a complaint;
  • to make sure everyone at The REME Charity and Regimental Headquarters knows what to do if a complaint is received;
  • to make sure all complaints are investigated fairly and in a timely way;
  • to make sure that complaints are, wherever possible, resolved and that relationships are repaired; and
  • to gather information which helps us to improve what we do.

Definition of a complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of the Charity or its personnel.

Where complaints come from

Complaints may come from potential beneficiaries, established beneficiaries, potential supporters, existing supporters, contractors, neighbours or indeed any person or organisation who has a legitimate interest in The REME Charity. A complaint can be received verbally, by phone, by email or in writing.

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility

Overall responsibility for this policy and its implementation lies with the Deputy Corps Secretary of The REME Charity, who is responsible for ensuring the policy is understood by members of the team and the correct procedures are adhered to when a complaint is made. Should the complaint be escalated it will go to the Chief Executive and if appropriate to the Chairman of Trustees.

Fundraising

We aim to set the highest standards for our fundraising activity. However, there may be times when our fundraising falls short of these and when this happens we would like to know so we can address these as quickly as possible to put things right and make necessary improvements. We take any complaint very seriously and promise to investigate these thoroughly.

The REME Charity is registered with the Fundraising Regulator and our fundraising teams are committed to following the Code of Fundraising Practice.

If you have feedback on any of our fundraising activity, we would encourage you to send your comments and details of the activity to us within 14 days. It would help if you are able to send any materials to support your complaint. 

If you wish to make a complaint

All complaints in relation to the activities or staff of the Charity should be directed in the first instance to the Deputy Corps Secretary:

  • Telephone – 01249 894521;
  • Email – REMERHQ-DepCorpsSec@mod.gov.uk or
  • In writing to – Deputy Corps Secretary, RHQ REME, The Prince Philip Barracks, MOD Lyneham, Lyneham, Chippenham, SN15 4XX

We will need the following information to be able to understand, assess and resolve your complaint quickly.  Please include:

  • Your name and address;
  • A description of your complaint and how it has affected you;
  • When the issue happened;
  • A contact number (or other preferred method of contact);

This information will be held in the strictest confidence and will be treated in accordance with the DPA18 and GDPR.  Should we be required to call you please note that calls from us will be from an unknown number.

How we will deal with your complaint

The Charity aims to manage complaints quickly and effectively at, or close to, the first point of contact.

  • Our aim is to acknowledge any complaint within five working days of the complaint being received;
  • if we cannot resolve your complaint immediately, then we will investigate your complaint and issue you with a further response/outcome within 10 working days of receiving your initial complaint;
  • if you are dissatisfied with the initial response to your complaint, then you must inform us, and your complaint will be escalated to the Chief Executive Officer (Corps Secretary).  If you are still dissatisfied your complaint will be escalated to the Chairman of  the board of Trustees;
  • if you are still dissatisfied with the response you have received, then we will advise you to take up your complaint with one of the following external regulatory bodies:

The Charity Commission (England & Wales) https://www.gov.uk/government/organisations/charity-commission

The Fundraising Regulator

https://www.fundraisingregulator.org.uk/

Information Commissioners Office (ICO) for breaches of Data Protection.

https://ico.org.uk/

The Advertising Standards Authority

https://www.asa.org.uk/