Comments, Compliments, and Complaints
360Giving makes every effort to provide a high standard of service and to treat all users and participants equally and fairly. We continuously try to improve our services and we value any feedback that will help us to do this.
Compliments and Comments
Whether you’re from one of our publishing organisations, or you’ve used our tools or resources, taken part in one of our programmes or read our blogs and reports, we’d love to hear from you. We’re committed to continual improvement in everything we do, so we hope you will feel free to make your views known to us.
There are few ways you can do this: either speak to one of the staff members, email or write to us.
360Giving aims to provide its publishers, service users, participants, partners, suppliers and funders with the best possible service. We positively welcome suggestions you may have for how we can improve our service.
Usually, a word with the person at the point of service delivery will suffice. However, we recognise that from time to time there may be occasions when users of our services feel that the quality or level of service provided fall short of what they could reasonably expect. We also want to know about these occasions so that we can make good the problem and plan to avoid its repetition.
Your continued goodwill is greatly valued by us and we would expect to resolve any day to day difficulties or complaints informally and as quickly as possible. Should you feel unhappy about any aspect of your engagement with 360Giving, please talk to your normal 360Giving contact person in the first instance, or ask to speak to their line manager, as they should be able to resolve the issue for you.
The more formal procedure outlined below is intended for use by users of our services, where informal communication has not achieved the desired result.
This is what you should do
The complaint should be made to the Chief Executive who will acknowledge, in writing within ten working days, the receipt of any complaint. If the complaint is about the Chief Executive, the complaint should be addressed to the Chair (marked ‘confidential’).
This is what 360Giving will do
The Chief Executive will review the complaint and respond directly or where necessary will identify the best person to investigate the circumstances leading to the complaint and will communicate the results of the investigation to the complainant within a reasonable time – normally within 20 working days of the complaint being received. If the complaint is found to be justified, the Chief Executive will agree any necessary further action with the complainant.
The complainant will have the right – if dissatisfied with the results of the enquiry – to put their case, in writing, to an appeal of the Chair. If necessary an appeal panel will be established. If the appeal is found to be justified, the appeal panel will agree any necessary further action with the complainant. The decision of the appeal panel is final and no further appeal is possible – although details are provided below of external organisations where you can refer your complaint.
The Chief Executive will keep the Trustee Board informed of the number and nature of complaints, and the outcomes quarterly as part of the standard Board reporting.
What you can do to help us deal effectively and quickly with your complaint
Contact us as soon as possible using the details below, giving clear details so we can endeavour to resolve the issue. Specify clearly what aspect of 360Giving’s work you wish to make the complaint about.
Including the following details will help us to effectively and quickly investigate your complaint:
- The specific area, service or resource to which the complaint applies.
- Your name and contact details: this is important. We may not be able to investigate anonymous complaints and we need a way to report back to you on actions. We will keep a record of all feedback in line with our data protection policy. We will only share your
information with the people concerned/investigating the complaint.
- Outline the nature of your complaint as precisely as possible, this will help us to investigate further and hopefully to resolve the issue. Please include details such as the place and time the incident occurred, and the names of individuals involved, where known.
- What you would like us to do about your complaint, if applicable.
- Please let us know if you have already reported the complaint, who to, and if any action was taken previously.
If you have a complaint, contact: firstname.lastname@example.org
What we promise to do to help resolve your complaint
Your complaint will be dealt with in a professional manner. Your complaint will be assigned quickly to the most appropriate person to deal with the complaint, and we will investigate the matter fully and communicate regularly with you until the issue has been resolved.
We will do everything we can to put things right and will review our procedures where necessary to stop problems happening again.
What if our response does not satisfy you?
If the matter concerns our use or handling of data then concerns can be raised with the Information Commissioner: www.ico.org.uk
If your concerns relate to any of the points below, you have recourse to the Charity Commission (www.charitycommission.gov.uk):
- dishonest handling of funds
- misapplication of charitable funds
- actions that contravene the Charity’s trust deed or charity law
- actions that threaten to bring the charity into disrepute