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 email@example.com.
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.