Fundraising Complaints Policy
Erskine is committed to delivering a high standard of service. We want to know when things go wrong so we can put them right and learn from them. We will always treat any complaints with sensitivity, discretion and understanding.
Alternatively, you can write to our Head of Fundraising and Communications at:
We will endeavour to resolve your concern as promptly and as amicably as possible.
There is a three-stage procedure for handling complaints related to fundraising in Scotland.
Stage 1 - Complain to the charity direct
It’s important for Erskine to get your feedback, so we can understand any problems, address your specific concerns and improve our fundraising practice.
We will acknowledge your feedback and provide an initial response within 14 days of receiving it. We expect to be able to resolve most complaints within this timeframe. However, if we need to conduct further investigation, we will aim to provide you with a full response within three months.
Stage 2 – Appeal to the charity trustees
Our voluntary Board of Directors/Trustees have a legal responsibility to make sure the charity is run well. This includes overseeing our fundraising practices.
If you are unsatisfied with how your complaint is handled, and feel the issues raised have not been fully addressed, you may appeal to our charity trustees.
You can contact our Head of Fundraising and Communications at the details provided above requesting that your complaint is raised with the Board of Directors.
Stage 3 - Refer to the Independent Panel
If you remain unsatisfied with the way we have dealt with your concerns, you can refer your complaint to the Scottish Fundraising Standards Panel.
You can submit your complaint through the website: www.goodfundraising.scot/make-a-complaint
Phone: 0808 1642520
For further information about fundraising standards in Scotland please visit the Scottish Regulator: www.oscr.org.uk
Online Donations: Any queries or issues regarding online donations should initially be directed to our Fundraising Administration team who will be able begin the process of resolution soonest. This team can be contacted by emailing firstname.lastname@example.org or calling 0141 814 4728.
Concerns about public collections: Where your concerns relate to Public Collections out of business hours or you are not happy with the response from Erskine, you can also contact the Local Authority Licensing Officer or the local Police (who will both have notification of arranged collections).
Where your concerns relate to one of the below:
- Dishonest handling of funds
- Misapplication of charitable funds
- Actions that contravene Erskine’s trust deed or charity law
- Actions that threaten to bring Erskine into disrepute
and you are not happy with your response from Erskine directly, you should contact the Office of Scottish Charity Regulator at:
Office of the Scottish Charity Regulator (OSCR)
9 Riverside Drive
Telephone: 01382 220446