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