Fundraising Complaints Procedure

 

Age Scotland Fundraising Complaints Procedure

How to Raise Your Concerns

1. Where your concerns relate to fundraising, you should initially contact Age Scotland through our complaints co-ordinator.  If you are not satisfied with the initial response, contact the Chief Executive in writing. If you are not satisfied with this response, contact Age Scotland’s Trustees.

We will endeavour to resolve your concern as promptly and as amicably as possible. We will acknowledge your query within 14 days, investigate your concern within 3 months and advise you promptly of the outcome.

2. If these options do not meet your concerns, contact the FRSB Office for Scotland and Northern Ireland. The Fundraising Standards Board will investigate your complaint and report their findings to you within 30 days. If you are still dissatisfied, you can ask the Board of Directors of the Fundraising Standards Board to look again at your complaint. Their decision will be made within 60 days and will be final. Age Scotland agrees to abide by decisions made by the FRSB Board.

3. Where your concerns relate to Public Collections, contact: the Local Authority Licensing Officer or the Police.

4. Where your concerns relate to the following you should contact OSCR, the Office of the Scottish Charity Regulator (see below).

• dishonest handling of funds 
• misapplication of charitable funds 
• actions that contravene Age Scotland’s trust deed or charity law 
• actions that threaten to bring Age Scotland into disrepute