Fundraising Complaint Commitment
We welcome all comments and feedback about the way we work.
As a charity receiving donations from the public, we are focused on ensuring a transparent and ethical approach to our fundraising.
As part of our commitment to supporters, we will operate an efficient and robust fundraising complaints process for our supporters in line with our organisational values and standards set by the Scottish Fundraising Standards Panel and the Fundraising Code of Practice. We regard an expression of dissatisfaction about our fundraising activity, communications or the behaviour of anyone fundraising on our behalf a complaint.
We strive to provide excellent customer service and regard feedback and complaints as an opportunity to learn and to improve.
The purpose of this complaints process is to ensure that we are:
Listening and Respectful
We are responsive when an issue is raised with us, will handle complaints with sensitivity and in compliance with data protection requirements . We will ensure that we offer a supportive environment to everyone involved in a complaint
Timely, Fair Resolution
We will respond swiftly, act fairly and consistently, providing explanations and offering solutions.
Transparency and Escalation
We will record complaints consistently and monitor what we record with quarterly reports to our Board of Trustees.
If our initial response does not satisfy you, we will offer recourse to a member of our Board of Trustees
Learning and Improvement
We will use complaints positively as an opportunity for learning and improvement in all our processes, sharing outcomes with our staff and our Board of Trustees
How to Complain
Please send your complaint to us in one of the following ways:
Email: info@scottishgolfcharitabletrust.org.uk
Post: Scottish Golf Charitable Trust, Arrol House, Viking Way, Rosyth, Dunfermline, KY11 2UU
Complaints Process
This process applies to fundraising carried out by our board, staff, volunteers, contractors and anyone fundraising on our behalf
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Complaints will be acknowledged within 48 hours.
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We will review the complaint and aim to respond within seven working days of receipt.
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If the matter requires further investigation, we will provide you with an update within 10 working days of receipt.
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If you are unsatisfied with the outcome your complaint will be escalated to the Board of Trustees where a review of the complaint will be carried out by a trustee who has not been previously involved in the relevant fundraising activity.
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We aim to complete investigations within 20 working days of their start date.
Taking Your Complaint Outside of The Scottish Golf Charitable Trust
If you remain dissatisfied with the outcome, you are entitled to raise the matter with the Scottish Fundraising Standards Panel.
The Scottish Fundraising Standards Panel was established for the purposes of overseeing enhanced self-regulation of fundraising in Scotland, to be responsible for fundraising standards in Scotland and to handle fundraising complaints related to Scottish registered charities.
To contact the Scottish Fundraising Standards Panel, telephone 0808 164 2520, email info@goodfundraising.scot and the website is https://www.goodfundraising.scot/make-a-complaint/
If you require information in an alternative format or need support to make a complaint please let us know and we will be pleased to assist you.