We’re committed to communicating with our supporters in the best ways possible. However, if we ever do not meet our own high standards, we want to hear about it. If you have a complaint, we want to make it easy to communicate it to us and respond to your comments as quickly as possible.
We treat any expression of dissatisfaction with our fundraising activities or communications which calls for a response, as a complaint. We listen to your comments, treat them seriously and learn from them so that we can continuously improve our fundraising activities or communications across our website, newsletters and social media.
Courtesy and respect
You can expect to be treated with courtesy, respect and fairness at all times. We expect that you will also treat our staff dealing with your complaint with the same courtesy, respect and fairness
We will not tolerate threatening, abusive or unreasonable behaviour by any complainant. Such situations are rare, however, should they happen, we will cease communication with the complainant immediately and inform the appropriate authorities as necessary.
How to make a complaint
You can make a complaint in a number of ways:
by e-mail: email@example.com
or by post to:
The Green House
244-254 Cambridge Heath Road
How long will the process take?
We will acknowledge your complaint as quickly as possible, but no later than 5 days after you submitted it. We will endeavour to respond conclusively to all complaints within 10 days of submission. In the event the process may take longer than 10 days, we will inform you.
How we deal with complaints
We will work as quickly as possible to resolve complaints and will keep you informed throughout the process. Please feel free when contacting us about a complaint, to let us know how you think it could be resolved. We will listen, record your complaint and advise you how it will be handled. We will investigate whenever necessary. If the complaint involves a member of staff or volunteer, we will not divulge the name of the complainant during an investigation unless we are specifically given permission to do so. We will take action to resolve the problem and tell you what that action is. We will take steps to avoid a repeat occurrence. Please bear in mind that Malaria Consortium is a charity with limited resources and must use these in the most efficient way. Therefore, we can only respond to complaints regarding concerns directly linked to Malaria Consortium.
What if our response does not satisfy you?
If your complaint is in relation to fundraising and we are unable to resolve your complaint to your satisfaction, you can refer it to the Fundraising Regulator, the independent regulator of charitable fundraising of which Malaria Consortium is a member. They can be contacted via their website www.fundraisingregulator.org.uk or at 2nd floor, CAN Mezzanine Building, 49-51 East Road, London, U.K.
For other complaints not linked to fundraising, you have recourse to the online complaint form at the Charity Commission www.charitycommission.gov.uk