Fundraising Complaints Policy
Fundraising Complaints Procedure
1. Stow Maries Great War Aerodrome (SMGWA) operates its fund-raising activities under the Fund-Raising Code of Practice, set out by the Fund-Raising Regulator (https://www.fundraisingregulator.org.uk/code).
2. In the event that any person or organisation wishes to complain about the fund-raising activities or conduct of SMGWA, they should inform SMGWA within 30 days of the occurrence, or of the issue arising or them becoming aware of it. These complaints might include, but are not restricted to, who SMGWA is fund-raising with, for what projects or outcomes or how it communicates its fund-raising goals or objectives
3. Complaints should be made in the first instance, in writing, to The Chief Executive Officer, Stow Maries Great War Aerodrome, Hackmans Lane, Purleigh Essex, CM3 6RN.
4. The Chief Executive Officer (CEO) will acknowledge the receipt of your complaint within 5 working days.
5. All complaints will be treated fairly and kept confidential. No details of the complaint will be shared inappropriately or for any purpose beyond the processing of the complaint and any subsequent investigation or procedure. No complainant will be treated inappropriately or unfairly as a result of their complaint or in response to it.
6. The CEO will conduct an investigation into your complaint and respond to it within 30 days.
7. If you are unhappy with the response, you can request that the response be reviewed by the Board of Trustees. Should you to be undertaken, you must request it within ten working days of the CEO’s response to your complaint.
8. The Board of Trustees will acknowledge the receipt of your request within 5 working days.
9. The Board of Trustees will review your request and respond to it within 30 days. Their decision is final.
10. In the event that you wish to take this further, you can take advice from the Fund-Raising Regulator: https://www.fundraisingregulator.org.uk.
