We're all ears
We would love to hear from you if you have anything you want to tell us about your experience with SPANA. This could be something you feel we have done well – for example, you may have enjoyed our latest copy of SPANA News. It could also be to tell us of something you are not happy with regarding our activities or practices. Good or bad, we want to hear about it.
Our complaints procedure
We realise that we do not always get things right and therefore we really value your feedback. We listen to all complaints as they help us to inform our practices.
How will we handle your complaint
Once we receive your complaint this will be dealt with by our Supporter Engagement team who will acknowledge receipt.
Your complaint will be investigated and the outcome communicated to you within 10 working days. If we need further information in order to reach an outcome we will contact you and request this information. Some complaints may be more complex and we will inform you of any extensions during the process.
Once fully investigated we will contact you with an outcome.
What to do if you are not happy with the outcome
If you are not satisfied with the outcome then please contact our Head of Supporter Engagement at hello@spana.org.
As an organisation dedicated to responsible fundraising we follow the code of fundraising set by the Fundraising Regulator. If you have a complaint relating to SPANA fundraising practices and, after highlighting this to the Head of Supporter Engagement, still do not feel we have resolved your complaint in a satisfactory manner, you can contact the Fundraising Regulator here.
If your complaint is related to the governance or operations of SPANA and you do not feel we have resolved your complaint in a satisfactory manner, even after highlighting it to the Head of Supporter Engagement, you can contact the charity commission here.
Confidentiality
Your comments will be formally recorded on our database and will be used for training and improvement measures. If you would prefer your comments to be kept anonymous please don’t include your contact details – we will still capture your feedback but not your personal data.
We will manage your data in line with our privacy policy.