Fundraising Standards Board

Members of the Scheme including the Road Victims Trust agree to adhere to the highest standards of good Fundraising practice.

We all acknowledge the importance of having the trust and confidence of our donors from individuals to companies and across all the means we use to support the vital work of the Road Victims Trust. So whether you are attending an event, donating in a street collection, sponsoring an activity or completing a Committed Giving Form you can be reassured and have confidence that all our fundraising efforts are ethical and done with integrity.

OUR OBLIGATIONS TO YOU

• We will endeavour to resolve fundraising complaints as promptly and as amicably as possible.
• We will keep a record of all Fundraising complaints.
• We will ensure that all staff engaged in or Supporting Fundraising understands our complaints procedure.
• We will complete and file an annual return about the number and nature of fundraising complaints.

OUR COMPLAINTS PROCESS INCLUDES:

1. A complaint can be made verbally or in writing to our offices at 146 Bedford Road, Kempston, Bedford, MK42 8BH or by email to enquiries@rvtrust.co.uk

2. A complaints co-ordinator at the RVT will keep a record of:-

• A copy of the complaint
• Details of any alleged breach of any aspect of the Code of Fundraising Practice
• The date the complaint was received
• A copy of all communications with the complainant in connection with the complaint.
• Details of the investigation undertaken into the complaint.

3. We are required:-

• To advise any complainant of the outcome of the investigation within 30 days of the receipt of the complaint.
• To give any complainant the opportunity to refer the complaint to the Fundraising Standards Board within 2 months of the RVT response if the complainant is dissatisfied with the outcome of our investigation.

4. We are required to provide any member of the public enquiring about how to make a complaint about our fundraising with a copy of this procedure.

WHAT CAN HAPPEN IF A COMPLAINT IS UPHELD

• We can be censured by the Fundraising Standards Board
• We can be required to apologise
• We can be required to improve our systems and procedures
• If repeated complaints we can be required to desist from certain methods or the conduct which was the subject of the complaint
• We can be required to charge and re-print any Fundraising materials which were the subject of the complainant.