ARE YOU HOMELESS, SOFA SURFING OR AT RISK?

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Managing complaints

Our supporters are really important to us - without them we wouldn't be able to deliver life changing support to homeless young people. 

We don’t always get everything right and for those occasions we make a mistake we take this seriously and want to improve how we work immediately. Here you can find out more about how Centrepoint manages complaints.

Making a Fundraising complaint

Centrepoint aims to give potential supporters and current donors the best experience when in contact with the charity, whether it's a general enquiry about what we do or a donation to Centrepoint.

Put simply 90 per cent of the homeless young people we work with wouldn’t be able to move on successfully to homes or jobs without the support our donors enable, so we know they are a vital part of our  work.

This is why we commit to high standards in our fundraising. This includes registration with the new Fundraising Regulator and signing up to their Fundraising Promise - see here for more.

We are also members of the Institute of Fundraising and Direct Marketing Association . This is so we remain up to date with the best legal advice and best practise across both the third and professional sector.

Although we aim to give the best supporter experience we can there may be times when we get things wrong, despite our best intentions, and this means we are constantly striving to learn and improve. 

Centrepoint takes all complaints very seriously and we try our best to resolve them so other supporters don't have to go through the same experience. Without feedback, we would not be aware of the issues that people are facing and would not be able to improve the service that we offer.

First stage

If you have a fundraising complaint about the service you have received or any communication you have received or seen, please contact us using any of these methods: the online form, by telephone, email or post for which full details can be found on the contact us page.

To help us investigate and address your complaint, please provide us with:

  • Your name and address
  • The reason for your complaint
  • Dates and times of your complaint issue
  • What outcome you were hoping for
Second stage

Online form, post and email

If a complaint is made using the online form, in writing via email or post, the complaint will be acknowledged within three working days of receipt (five if the receipt must be acknowledged by post).

If the complaint is not about fundraising we can also advise that it has been passed to another team and their policy of complaint resolution.

Phone

If a complaint is made by phone, the Supporter Care team will attempt to resolve the complaint there and then. If the complainant is satisfied, we will then gather all information regarding the complaint, log it and close the complaint. If not then we will proceed to resolve within 28 days.

Third stage

The Supporter Care team will gather all information regarding the complaint, log it and investigate. This will include bringing to the attention of senior staff in the organisation where required.

If the complaint is justified, we will write to the complainant to apologise and let them know what action has been taken to improve future fundraising activities and communication. Action will then be taken to prevent any recurrence of the problem. You should expect a response to your complaint within 28 working days.

If the complaint is not justified, we will write to the complainant to explain that complaints are taken very seriously, but in this case fundraising practices do not need to be changed and a reason why.

Unsatisfied with our response?

If your complaint is about our fundraising activities and we are unable to resolve it to your satisfaction, you can ask the Fundraising Regulator - the self-regulator for fundraising in the UK - to consider it by:

Please note that the Fundraising Regulator can only consider complaints received within two months of the original incident. They will also recommend that as a first stage you try to resolve the complaint with the charity if you have not already done so.

If the Fundraising Regulator is the correct body to investigate and the charity and donor have not been able to satisfactorily come to a conclusion, then they will aim to resolve 75 per cent of cases within 90 days of receipt at the Fundraising Regulator and 90-100 per cent within 180 days. See here for more information.

Complaints Reporting

Finally, as part of our commitment to high standards, we are required to make the complaints process as clear as possible on our website and you can also request this policy in writing if needed.

We are also required to record the nature of the complaint and outcomes for at least 24 months and complete a regular annual submission so the Fundraising Regulator can review sector practices and seek to improve issues to ensure all charity supporters are treated fairly and with respect.