Complaints Policy and Procedure
4.1 Policy statement
Feeding Futures is a small charity with under five paid staff. All the Trustees are voluntary. However, Feeding Futures aims to provide a high standard of service and conduct to beneficiaries, supporters and others that we are in touch with. If we fail to do this we are keen to know about it, learn from it and avoid repetition.
4.2 Complaints Procedure
This document explains what we will do if you are dissatisfied and make a complaint about Feeding Futures. We will make every reasonable effort to resolve your dissatisfaction.
4.3 Dissatisfaction
For us to resolve any dissatisfaction we need to hear from you, so please tell us about:
- Dissatisfaction with our actions, such as an unacceptable delay or failure, a break in communication;
- Dissatisfaction with the handling of your donation;
- Discourtesy or lack of helpfulness on the part of appointed representatives or staff.
4.4 Ways to complain
4.4.1 If you feel you have cause for complaint, Feeding Futures would like you to register this complaint by stating the date of your dissatisfaction; who was involved; the details causing the dissatisfaction. It is helpful to state what resolution would look like for you.
4.4.2 If in Kenya, please write (digital or otherwise) or speak to the Executive Chair – peterson@feedingfutures.org or mobile +254 722 380 313.
4.4.3 If in the UK, please write (digital or otherwise) or speak to the Trustee Treasurer – colin@feedingfutures.org or mobile +44 (0)781 5561 868 to register your complaint.
4.5 Stage 1
The complaint will be registered. Feeding Futures will aim to respond to your complaint within 14 working days, either in writing or by telephone. Feeding Futures aims to resolve the complaint within 30 working days.
4.6 Stage 2
- In Kenya, if the outcome of Stage 1 does not resolve your complaint, you can seek the opinion of the UK Trustee Treasurer who will respond to you within 30 working days. The decision will be final.
- In the UK, if the outcome of Stage 1 does not resolve your complaint, please seek the opinion of the Feeding Futures Chair whose decision will be final.
4.7 Fundraising complaints
Where your complaint is in relation to fundraising and you remain dissatisfied, please refer to the Fundraising Regulator within 2 months of receiving the final response from Feeding Futures. The Fundraising Regulator can be contacted via their website https://www.fundraisingregulator.org.uk . Alternatively you can call them on 0300 999 3407. They will then advise you on the next steps to resolving your complaint.