Introduction  

At Beat SCAD, we strive to treat all supporters, donors, volunteers, and service users with respect, integrity, and care. We value feedback—positive and negative—as an important way to improve the way we operate and deliver our mission.  

We recognise that, at times, individuals or organisations may feel that their expectations have not been met. When this happens, we are committed to handling complaints seriously, fairly, and efficiently, with the aim of reaching a timely and satisfactory resolution for all parties involved.  

Purpose  

The purpose of this policy is to:  

  • Define what constitutes a complaint  
  • Provide a clear and accessible process for making a complaint  
  • Ensure all complaints are logged, investigated, and responded to consistently  
  • Support a culture of continuous improvement by learning from complaints  
  • Maintain trust and transparency with those we engage with  

A complaint is defined as an expression of dissatisfaction from an individual or organisation who believes that Beat SCAD has not met a reasonable standard of service or conduct.  

Scope  

This policy applies to:  

  • Supporters and donors  
  • Volunteers and trustees  
  • Beneficiaries and event participants  
  • Members of the public or any third parties engaging with Beat SCAD  

It covers complaints about any aspect of Beat SCAD’s activities, communications, services, or the behaviour of individuals acting on behalf of the charity.  

This policy does not cover internal grievances raised by trustees or volunteers, which are addressed through separate procedures.  

Complaints process  

Complaints can be sent to Beat SCAD by completing the form here.

  • 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 repeat occurrences.  

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  

50 Featherstone Street,  

London, EC1Y 8RT  

Email is admin@fundraisingregulator.org.uk    

Charity Commission  
PO Box 211  
Bootle  
L20 7YX   

Tel: 0300 066 9197  

www.charity-commission.gov.uk  

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.