Complaints Policy

1. Our Commitment


Burden & Burden Marketing Limited is a professional fundraising agency working on behalf of charitable organisations. We are committed to the highest standards of fundraising practice and comply with the Code of Fundraising Practice, regulated by the Fundraising Regulator.

We take all complaints seriously and use them as an opportunity to improve our training, processes and performance.



2. Who Can Complain?


This policy applies to complaints from:


  • Members of the public
  • Donors and prospective donors
  • Supporters
  • Individuals contacted as part of fundraising activity
  • Clients and partners


3. How to Make a Complaint


If you wish to make a complaint about our fundraising activity, you can contact us:


By email: info@burdenandburden.co.uk


By telephone: 01763 260233


By post:


Burden & Burden Marketing Limited
Unit 6, Valley Farm

Lower Road

Croydon

Cambridgeshire

SG8 0HF


Please provide as much detail as possible, including:


  • The date and time of the incident
  • The location (if applicable)
  • The name or description of the fundraiser involved
  • The charity concerned
  • Your contact details


If your complaint relates to a specific charity, you may also choose to contact the charity directly.



4. Our Complaints Process


Acknowledgement


We will acknowledge receipt of your complaint within 5 working days.


Investigation


An appropriate manager will review the complaint and conduct an investigation where necessary. This may include:


  • Speaking with the fundraiser involved
  • Reviewing call recordings or reports
  • Requesting further information


Response


We aim to provide a full response within 20 working days of receiving your complaint.
If the matter is complex and requires more time, we will inform you of the reason for the delay and provide an updated timeframe.


5. Possible Outcomes


Following our investigation, complaints may be:


  • Upheld – where our staff member has not met the required standard. Appropriate action will be taken, which may include retraining or disciplinary action.
  • Resolved – where improvements or clarifications are required.
  • Not upheld – where the investigation finds no breach of policy or Code.


Where appropriate, we will also inform the charity concerned.


6. If You Are Not Satisfied


If you are not satisfied with our response, you may:

  1. Ask us to review the matter again; and/or
  2. Refer your complaint to the charity concerned; and/or
  3. Contact the Fundraising Regulator, provided you have completed our complaints process.


The Fundraising Regulator can be contacted at:


Fundraising Regulator
Eagle House
167 City Road
London EC1V 1AW


Website: www.fundraisingregulator.org.uk


Email: complaints@fundraisingregulator.org.uk


Telephone: 0300 999 3407


The Fundraising Regulator is the independent regulator of charitable fundraising in England, Wales and Northern Ireland.


7. Confidentiality and Data Protection


All complaints are handled sensitively and in accordance with applicable data protection legislation. Information will only be shared where necessary to investigate and resolve the complaint.


8. Accessibility


This complaints policy is available in alternative formats upon request.