Fundraising complaints policy & procedure

We are a charity and as such we receive donations from a range of sources including public bodies, Trusts & Foundations, businesses and the general public. We are registered with the Fundraising Regulator, follow its Code of Practice and are committed to fundraising ethically, in line with our values.  

We aim to deal fairly, objectively and transparently with every complaint and to restore the relationship between South East Dance and the complainant.  The complainant will be treated respectfully and equitably throughout the procedure and not subjected to any form of victimisation or harassment.

We seek to resolve complaints in discussion with the complainant.  We will listen and understand, where possible explain how the situation arose and work with the complainant towards a resolution.

We will respect confidentiality and we will record all complaints and review our records at least annually to monitor our progress and inform our learning.

Fundraising practices about which concerns might be raised include, but are not limited to:

Making misleading or excessive requests for donations

Being disrespectful or unfair when seeking donations

Lack of transparency

Individuals associated with South East Dance benefitting personally from its fundraising

Engaging in activities or being associated with individuals or organisations that carry the risk of causing reputational damage 

Failing to use funds for the purposes for which they were donated

Not dealing appropriately with a complaint made about fundraising

Criminality or non-compliance with relevant laws and regulations

How to make a complaint about our fundraising

You can make a complaint to us in any of the following ways: 

Phone: 07483 098841

Email: hello@southeastdance.org.uk

Post: South East Dance, The Dance Space, 2 Market Square, Circus Street, Brighton, BN2 9AS

We will acknowledge your complaint within five working days of receipt and respond to it within 20 working days of the date of receipt.  If the matter is complex and requires further investigation that will take longer than this, we will provide you with an update within 10 working days of receipt. 

If you are dissatisfied with the outcome your complaint will be escalated to the Board of Trustees, where a review of the concern will be carried out. We aim to complete such investigations within 25 days of their start date. 

Raising your concern with the Fundraising Regulator

If you remain dissatisfied with the outcome, you may raise the matter with the Fundraising Regulator. 

The Fundraising Regulator is the independent regulator of charitable fundraising in England, Wales and Northern Ireland. Its work ensures public protection, accountability, and excellence in fundraising now and into the future. It works in partnership with other regulators and representative bodies in the charitable and fundraising sectors to build public trust and confidence and ensure consistently high fundraising standards across the UK

The Fundraising Regulator asks that you make a complaint to the fundraising organisation you have concerns about before contacting it. This gives the organisation a chance to respond to the complaint and is often the quickest way to reach a resolution. It also helps the organisation to improve its practices.

Fundraising Regulator 
50 Featherstone Street,
London, EC1Y 8RT

0300 999 3407

This policy & procedure will be reviewed at least every two years or in response to changes in regulations or lessons learnt from any complaints received.