Charity Complaints Procedure

Our charity is committed to maintaining the highest standards in all our activities, including fundraising. We adhere strictly to the UK Fundraising Code of Practice and aim to address any concerns promptly and fairly. This procedure outlines how to raise a complaint, the steps we will take to investigate and resolve the issue, and your rights to advance the complaint if necessary.

Who can use this procedure?

This procedure is applicable to:

• Donors
• Beneficiaries
• Members of the public
• Third-party fundraisers working on behalf of our charity

Accessibility and vulnerability considerations

We are committed to ensuring our complaints procedure is accessible to all. If you have any specific accessibility needs or are in a vulnerable situation, please let us know so we can provide appropriate assistance. We can provide information in alternative formats upon request.

How to make a complaint

You can make a complaint through any of the following methods:

1. Phone: Call us on 01962 844 600
2. Email: Send an email to info@playtothecrowd.co.uk with the subject line "Fundraising Complaint".
3. Post: Write to us at Play to the Crowd, Theatre Royal Winchester, Jewry Street, Winchester, SO23 8SB. Please mark the envelope "Fundraising Complaint".
4. In-Person: Visit our Box Office at Theatre Royal Winchester (Tue - Sat, 10am - 1pm)

Please include as much information as possible, including:

• Your name and contact details
• Details of the complaint
• Any relevant dates and times
• Names of individuals involved (if known)
• Any supporting evidence

What we can and cannot do

We can:

• Acknowledge your complaint within 5 working days.
• Investigate the complaint thoroughly and fairly.
• Provide a full response within 28 days, outlining our findings and any actions we will take.
• Offer remedial actions such as an apology, an explanation, or changes to our processes to prevent recurrence.
• Signpost you to the UK Fundraising Regulator if you are not satisfied with our response.

We cannot:

• Address complaints that are not related to our charity or fundraising activities.
• Provide personal feedback about disciplinary actions taken against staff or volunteers.
• Guarantee a specific outcome that is beyond our control or outside the scope of our policies.

Our complaints handling process

1. Acknowledgment: We will acknowledge your complaint within 5 working days of receipt.
2. Investigation: A thorough investigation will be conducted by a member of our team. This may involve reviewing documentation, speaking to staff or volunteers, and, if necessary, contacting you for further information.
3. Response: We aim to provide a full response within 28 days of acknowledging your complaint. If we need more time, we will inform you and provide a revised timeline.
4. Remedial Action: If your complaint is upheld, we will outline the steps we will take to address the issue and prevent it from happening again.
5. Further Action: If you are not satisfied with our response, we will guide you on how to advance your complaint to the UK Fundraising Regulator.

Advancing your complaint

If you are not satisfied with our response, you can advance your complaint to the UK Fundraising Regulator:

• Website: Fundraising Regulator
• Phone: 0300 999 3407
• Email: enquiries@fundraisingregulator.org.uk
• Post: Fundraising Regulator, 2nd Floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH

The Fundraising Regulator will independently investigate your complaint and provide a resolution.

Storing your data

We will keep a record of complaints in accordance with the requirements of, and to be available for inspection by, the Fundraising Regulator. This will include:

• details of any complaint
• the date the complaint was received
• details of any investigation we may have undertaken
• a copy of all communications regarding the complaint

We will retain secure records relating to a complaint for at least 24 months from the date on which the complaint was made, except where data protection law requires that the information be put beyond use earlier than this (for example, where the complainant within this timeframe requests that their information be destroyed).

Contact us

If you have any questions about this procedure or need assistance, please contact us at:

• Phone: 01962 844 600
• Email: info@playtothecrowd.co.uk
• Post: Play to the Crowd, Theatre Royal Winchester, Jewry Street, Winchester, SO23 8SB
• In-Person: Visit our Box Office at Theatre Royal Winchester (Tue - Sat, 10am - 1pm)

Thank you for helping us improve our services and maintain high standards in our fundraising efforts.