Fundraising Complaints Procedure

 

In all our fundraising, we aim to work with integrity and accuracy, and to provide an excellent standard of service to everyone who donates to Latin Link. We also work within the law, applying the regulations set out in the Code of Fundraising Practice.

A complaint is an expression of dissatisfaction relating to how Latin Link carries out its fundraising activity. Any complaints relating to our fundraising will be taken seriously. We will aim to use the procedure set out here to resolve the complaint, to learn from any mistakes that have been made, and to improve our operations in the future. Details of significant mistakes and important learning points will be passed on to our Leadership Team.

Complainants can make their dissatisfaction known to Latin Link by telephone, email, letter, or in person, using the details at the bottom of this page. However, if we are unable to resolve a verbal complaint satisfactorily with a verbal response, we will require the complainant to put their complaint in writing (letter or email).

Everyone who makes a complaint to Latin Link will be listened to and treated with respect, even where Latin Link is not in agreement with their point of view.

Latin Link reserves the right to keep information about complaints confidential, and may not reveal them to the public.

We aim to resolve complaints within 14 days of receipt, communicating this to the complainant. Where this is not possible, the delay will be communicated to the complainant with an explanation for its reason.

Where a complainant is unhappy with how their complaint has been dealt with, or is not satisifed with its resolution, they have the right to put their complaint in writing to the Britain and Ireland Team Leader, who will respond to them directly within 14 days.

However, if a complainant is abusive towards Latin Link staff, or unreasonably pursues a complaint after Latin Link has acted to resolve it, we reserve the right to withdraw from this process.

If the complainant is still unhappy after resolution, they can contact the Fundraising Regulator, which regulates the fundraising activities of charities in the UK.

Contact us:

By post: Latin Link, 87 London Street, Reading, RG1 4QA

By phone: 0118 9577100

By email: info@latinlink.org.uk