Our Pledge to Supporters
We will treat your complaint as an opportunity to improve our fundraising practice. We will acknowledge mistakes, sincerely apologise and put in place measures to ensure they are not repeated.
Fundraising Complaints Procedure
As a charity we strive to uphold the highest standards in our fundraising efforts, however we accept that we may sometimes fall short. If you are not satisfied with the level of service you received, we want the opportunity to put it right. So please let us know. We have an easy-to-follow complaints procedure, and we welcome all feedback.
The Listening Place aims to:
- treat all complaints seriously
- resolve complaints promptly and deal with them effectively
- handle complaints in an appropriate, fair and timely manner
- learn from complaints and take action to improve our service
- share both positive and negative feedback widely in our organisation
How to Make a Complaint
To make a complaint about any aspect of our fundraising, please contact our Supporter Care Team. You can reach us in several ways:
- By email: Send your complaint to complaints@thelisteningplace.org.uk We aim to respond to your email within two working days.
- By post: Write to us at: Complaints at The Listening Place [1 Cambridge Court, 210 Shepherd’s Bush Road, W6 7NJ
- Please include your name and address with your feedback so that we can respond to you. We aim to respond to all feedback by mail within five working days.
Anonymous Complaints
If you prefer, complaints can be made anonymously. We will still ensure your feedback is recorded and considered to help improve our fundraising practices.
Recording and Reporting
All complaints are recorded and included in our annual complaints return to the Fundraising Regulator.
What Happens When You Make a Complaint?
We will work hard to resolve your complaint during your initial contact with us. However, we may need more time to investigate. If this is the case, we promise to keep you informed throughout the process.
We will let you know who will be contacting you and when you will hear from us. We aim to resolve all complaints within 30 days of receipt.
Levels of Escalation
- Stage 1: If you are not satisfied with our response at your first point of contact, your complaint will be passed to the relevant head of Department, who will respond within five working days. If further investigation is required, we will inform you and aim to provide a full response within an additional five working days.
- Stage 2: In the unlikely event you are still dissatisfied with the response at Stage 2, your complaint will be passed to the Chief Executive, who will acknowledge your complaint as soon as possible and provide a full response within ten working days.
If we don’t respond to your complaint
At The Listening Place, we deeply value your feedback and strive to address every concern with care and compassion. However, there may be rare occasions when we choose not to respond to a complaint. These include:
- When a complaint is about something that The Listening Place has no direct connection to, while we may choose to reply to clarify our position, we are not obliged to do so.
- When someone persistently pursues a complaint that we have already addressed. We will provide escalation points, but we may choose not to reply again. We will always inform you of our decision.
- When a complainant is being abusive, prejudiced, or offensive in their manner.
- When a complainant is harassing a staff member.
- When a complaint is incoherent or illegible.
- When a complaint has been sent to us and numerous other organisations as part of a bulk mailing or email. In such cases, we will decide whether a response is necessary.
Please note that The Listening Place cannot respond to complaints made anonymously. However, we will investigate the complaint and use the information to improve our services in any way we can. We appreciate your understanding and are committed to continually improving our support for those in need.
Referrals to the Fundraising Regulator
We want you to feel completely secure when donating to us. As members of the Fundraising Regulator, we adhere to their fundraising promise. We use the Fundraising Regulator logo to show that we follow these standards, ensuring you can trust us and give with confidence.
If we have not managed to address your complaint to your satisfaction, you can contact the Fundraising Regulator within two months of our initial response. To take your complaint directly to the Fundraising Regulator, use the online complaints form or call 0300 999 3407. Please note that complaints raised directly with the Fundraising Regulator will only be considered if we have been given the opportunity to respond first.
UK – Fundraising Regulator
- Telephone – 0300 999 3407 (Mon to Fri 9.30am – 4.30pm)
- Email – admin@fundraisingregulator.org.uk
- Post – Fundraising Regulator, 2nd Floor, CAN Mezzanine, 49-51 East Road, London, N16AH.
Full details can be found at www.fundraisingregulator.org.uk/complaints/makecomplaint
Positive Feedback
You may want to give positive comments on the service you have received. These are important to us as they let us know what we are doing right. To tell us about your positive experience please contact supporterexperience@listeningplace.org.uk or you can use the details below to phone, or write to us.
Phone: 0203 906 7676
Post: Fundraising Team, 1 Cambridge Court, 210 Shepherd’s Bush Road, W6 7NJ
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