Beat SCAD aims to treat all our supporters, donors and other service users with respect and care. When a complaint is received it will be logged and investigated in line with the below policy. We take all complaints seriously and aim to resolve them quickly, fairly and effectively.
A complaint is a situation where an individual or organisation considers that Beat SCAD has fallen short of their reasonable expectations and wishes to express their dissatisfaction.
Complaints can be sent to Beat SCAD by email at contactus@beatscad.org.uk.
Complaints process
- We will review your complaint and advise you how it will be handled.
- We will investigate whenever necessary.
- We will take action to resolve the problem and tell you what that action is.
- We will take steps to avoid a repeat occurrence.
- Confidential information in relation to your complaint will be handled sensitively.
We cannot respond to anonymous complaints.
We have limited resources and cannot always respond to your complaint immediately, although we will whenever we can.
You will receive an initial acknowledgement and/or response within ten working days of receipt of your complaint and we expect to resolve most problems in that time.
Where a more in-depth investigation is required, we aim to provide a full response within 20 working days. Where that is not possible, we will advise you.
In order to help us deal with your complaint effectively, please provide your contact details and explain your concerns as clearly and fully as possible. If we need further information we would appreciate a prompt response to our queries so we can resolve your complaint as quickly as possible.
If we have been unable to resolve your complaint to your satisfaction, you can request that your complaint be escalated to Beat SCAD’s Chair, who will review your complaint and the initial outcome before responding to you fully.
If you remain dissatisfied you can contact either the Fundraising Regulator, if your complaint is about fundraising, or the Charity Commission, for other areas of our work.
Fundraising Regulator
2nd Floor
CAN Mezzanine Building
49-51 East Road
London
N1 6AH
www.fundraisingregulator.org.uk
Tel: 0300 999 3407
Email: enquiries@fundraisingregulator.org.uk
Charity Commission
PO Box 211
Bootle
L20 7YX
Tel: 0300 066 9197
Your information
To manage our complaints process effectively, we keep a log of all complaints, including information about you as the complainant. If you would like further information, or have any concerns, about the information we may hold about you in this regard, please refer to our Privacy Policy by clicking here.