Complaints process

All complaints made to Mosaic Appeals will be dealt with using the process outlined below, which has been designed to protect and support the complainant as far as possible. Mosaic Appeals is a member of the Fundraising Standards Board, and as such is required to report all complaints made to the organisation. Furthermore, if a complainant is not satisfied with our response to a complaint, it can be reported directly to the FRSB.

Outlined below is our set complaints procedure, which we follow at all times.

Complaints made by phone:
1. We will aim to gather all the necessary facts about the complaint, and treat the complainant with sympathy, understanding and concern. If it is possible to resolve the complaint by telephone at the time, we will make every effort to do so.

2. Where it is not possible to resolve the complaint straight away, for example if the complaint relates to a technical problem, we will take the complainant’s contact details and acknowledge the complaint in writing by email within 5 days, with confirmation of the steps we are taking to resolve the complaint, and an estimated completion time for any work involved.

Complaints made in writing by post or email:
1. Any complaints made in writing will be acknowledged within 5 days, and we will confirm at this stage the steps that we have taken or will take to resolve the complaint, including an estimated completion time for any technical work involved. If further information is required we will also contact the complainant to obtain this.

Next steps:
3. Details of all complaints made to Mosaic Appeals are required to be entered onto the Fundraising Standards Board website. If the complainant is satisfied with the outcome of the complaint at this stage, then this is the end of the process.

4. If the complainant is not satisfied at this stage with our actions to resolve their complaint, further information will need to be gathered. Relevant staff and any third parties (if applicable) will be consulted as to their role in the complaint, and this information will be filed.

5. At this stage a meeting may be held between all relevant staff members and third parties to determine the nature of the complaint and the action required. If the complaint is about fundraising then it should be decided whether it relates specifically to an alleged breach of the Institute of Fundraising’s Codes of Practice and/or the Mosaic Appeals Fundraising Promise. The outcome of this meeting will be a decision on whether or not the complaint is justified. The following steps will be taken:

• The complaint is justified: We will write to the complainant to apologise and confirm any actions that have been taken to prevent any recurrence of the problem.
• The complaint is not justified: We will write to the complainant to explain our reasons for not upholding the complaint.

6. If for any reason the work or discussions required to resolve the complaint take longer than was originally advised to the complainant, we will contact them to inform them of this and provide an explanation for the delay.

7. We will make it clear to the complainant when informing them of the outcome of the meeting that if for any reason they are not happy with our response, they should contact the Fundraising Standards Board within 2 months of receiving our response.

8. All information about the complaint will be stored on file with the Fundraising Standards Board.
 

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Last updated: Tue 20 Apr 10