Complaints procedure

We hope that you are happy with what we do and how we do it. If you are not happy, complaints may be made verbally (in person or over the telephone on 020 7264 3900) and/or in writing (via email or letter).

To help us to deal with your complaint please state what it is that is/was unsatisfactory or unacceptable and when the incident occurred.

If it is something within our responsibility or influence and if we can't resolve the issue immediately, we will handle your complaint in the following way:

Fundraising Complaints

Fight for Sight is registered with the Fundraising Regulator and as such, we abide by the regulator's “Fundraising Promise” and we follow a robust and transparent Fundraising Complaints Procedure.

We will acknowledge in writing the complaint or query about fundraising within 14 days of the complaint or query being received by the Charity. We will advise you of the outcome of our investigation within 30 days of receiving the complaint. However, if you are not happy with the outcome of our investigation, please contact the Fundraising Regulator and refer your complaint to them within two months of our response.

You can send your complaint using the Fundraising Regulator's online complaints form or in writing. Contact details are:

Fundraising Regulator
2nd floor
CAN Mezzanine Building
49-51 East Road
London
N1 6AH

If you need advice, or are unable to complain in writing for any reason, you can contact the Fundraising Regulator by phone on 0300 999 3407

The regulator will investigate the complaint and try to resolve it with all parties concerned. The time taken to investigate will depend on the complexity of the case, however, they aim to complete investigations within 13 weeks of receipt. The Fundraising Regulator has the discretion to specify that either no further action is appropriate or to censure a charity and prescribe one or more sanctions.

We keep a record of the complaint, which includes:

• A copy of the complaint
• Details of the Code or section of the Fundraising Promise it is believed has been breached
• The date we received the complaint
• A copy of all the communications in connection with the complaint
• Details of the investigation we have undertaken into the complaint

We ensure appropriate information is provided to the Fundraising Regulator regarding complaints received by the Charity.

Non-fundraising Complaints

If you have a complaint that is not related to fundraising we will handle your complaint in the following way:

First Stage

Initially you should make your complaint to the staff member and/or their line manager.

Please provide as much information as possible, including the following.

• The reason for your complaint
• Where and when what you are complaining about happened
• The name(s) of anyone involved (if known)
• What outcome you are hoping for
• Your contact details (name, address, daytime telephone number and/or email)

We will acknowledge any complaints as soon as possible and within five working days and will then aim to respond with Fight for Sight’s conclusion within ten working days. 

Second Stage

If, for any reason, you are not happy with our initial response you will be asked to write to Fight for Sight’s Company Secretary.  This email or letter should include the details of the complaint and outline why our first stage response was unsatisfactory. As before, we will acknowledge this within five working days. Thereafter our Company Secretary will liaise with the relevant member of the Senior Management Team, namely the Director responsible for the activity, who will help investigate the complaint. The most relevant member of the Senior Management Team will then aim to respond with their conclusions and any actions to be taken within ten working days.

Third Stage

If your complaint cannot be resolved by our first and second stage your complaint should be sent in writing to the Chief Executive, including the detail outlined above to provide as much information as possible.

We will acknowledge any complaints as soon as possible and within five working days and will then aim to respond with Fight for Sight’s conclusion within ten working days.  

Fourth Stage

If you remain unsatisfied with our response then you will be advised to consider contacting the Charity Commission. Contact details are:

Charity Commission Direct
PO Box 1227
Liverpool
L69 3UG

Tel: 0845 300 0218
Website:  www.charity-commission.gov.uk

Follow up

In order for us to improve our work, we may contact you within one month of the issue being dealt with in order to check you are satisfied with our resolution.