FUNDRAISING HANDLING COMPLAINTS PROCEDURE

The Nazareth Trust carries out its fundraising activities under the Scottish framework of enhanced self-regulation and is committed to conduct its fundraising activities according to the UK’s Code of Fundraising Practice.

Stage 1:

If you are not happy with our fundraising activities or approach and would like to make a complaint, please contact us and we will try to resolve this right away.

You can provide this feedback in different ways:

• call 0131 225 9957 and ask to speak to our Director of Fundraising
• email complaints@nazarethtrust.org
• write to: The Nazareth Trust, Director of Fundraising, Annan House, 10 Palmerston Place, Edinburgh EH12 5AA

We will acknowledge and provide a response to all formal complaints within 10 working days of receiving them. We expect to be able to resolve most complaints within that timeframe, but if we need to conduct a more in-depth investigation, we will aim to provide you with a full response within 20 working days. If we are unable to meet that deadline due to exceptional circumstances, we will let you know why and when you can expect a response.

An action plan will be written and recorded for each complaint.

Stage 2:

If you are not happy with the response you receive, you will be given the opportunity to raise the issue with the Chairperson of our Board of Trustees, who will investigate and respond, normally within 20 working days.

Stage 3:

If you remain unsatisfied by the complaint response you have the right to refer the complaint to the Scottish Fundraising Standards Panel.