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Complaint Procedure
As an organisation, we have high standards for how we do things around here – but that doesn’t mean we always get it right. Integrity is one of our core values, which means we want to know when our actions or behaviour could be better. We genuinely want to hear about it, deal with the situation as quickly as possible and put measures in place to stop it happening – that’s where you come in.
HOW TO MAKE A COMPLAINT
We promise to take your complaint seriously, and we’re so grateful that you’ve decided to get in touch. When people like you take the time to contact us about your problems, concerns or worries, you give us an opportunity to develop and do better – so thank you.
IT’S UP TO YOU HOW YOU WOULD LIKE TO GET IN TOUCH WITH US
- You can email us at: contact@pursuitinternational.org
- You can write to us at: 79 Upton Road, Worthing, BN13 1BY
Whatever method of communication works best for you, please make sure you give us your name, email address, postal address and contact telephone number in your email or letter so that we can respond easily.
As we are run primarily by a volunteer team, we do not have a dedicated phone number that can accept incoming calls. However, we know resolving a problem quickly and effectively often happens over the phone, so we might choose to phone you if you give us your phone number in your complaint. This will help us to fully understand the issue and gather all of the information that we need to resolve the problem as soon and as well as possible. However, if you would rather not be contacted by telephone, please just let us know and we will respond via the same communication method you got in touch with.
HOW LONG WILL IT TAKE?
We promise to at least acknowledge your complaint within 7 working days of receiving it, and will endeavour to respond fully and conclusively within 28 working days. Of course, we will do our utmost to deal with it as quickly as possible, and if we think it will take longer we will let you know.
In more complex situations where an immediate response is not possible, we will investigate the matter and get back to you as quickly as we can. We will record your complaint, and will agree with you on the best way and time to get back in contact.
WHAT WE WILL DO
We will work flat out to fix problems, correct mistakes and address your concerns. If you have ideas for how you think it could be resolved, please feel free to share when contacting us about your complaint. We want to reach the best possible outcome and two heads are better than one.
We will always treat you with courtesy and respect, listen to what you say, keep you informed about our progress, provide you with a prompt response and tell you who to go to if you want to escalate your complaint further.
We are a charity with limited resources and we must use these in the best way possible. Therefore, if your complaint does not relate directly to something that Pursuit International has done, or it is about something we are not in a position to comment on, we may not be able to engage in lengthy debates on those issues.
On rare occasions, we may choose not to respond to a complaint at all. These include:
- When a complaint is about something to which Pursuit International has no direct connection. We may choose to reply to clear our name, but we are not obliged to.
- When someone unreasonably pursues a complaint that we have already responded to. They will be given escalation points but we may choose not to reply again, and we will inform you of our decision to do this if that is the case.
- When a complainant is being obviously abusive, prejudiced or offensive in their manner.
- When a complainant is harassing a staff member.
- When a complaint is incoherent or illegible.
- When a complaint has clearly been sent to us and numerous other organisations as part of a bulk mailing or email. In this instance we can choose whether it is necessary for us to reply or not.
- When complaints are made anonymously. However, we will investigate the complaint and use the information to improve in any way that we can.
WHO ELSE CAN HELP?
We are a small team of mostly volunteers and your complaint will come directly to those running the charity.
We are committed to the highest standards in fundraising practice. If your complaint is to do with fundraising and you feel that it has been unresolved by us, the Fundraising Regulator can investigate your complaint as long as you contact them within two months of receiving your response from us.
Contact can be made via the online complaints form here or via telephone: 0300 999 3407. They can also be contacted at the address below:
Fundraising Regulator
2nd Floor, CAN Mezzanine
49-51 East Road
London, N1 6AH
www.fundraisingregulator.org.uk
If your complaint is related to another area of our work and you do not feel completely satisfied by our response, you can contact The Charity Commission at the address below.
The Charity Commission
PO Box 1227
Liverpool
L69 3UG
0845 3000 218
OUR PLEDGE
We treat all comments and complaints as an opportunity to improve. We are happy to acknowledge the mistakes that we have made, sincerely apologise for them and then try to prevent them from happening again in the future. Thank you for helping us to do better – we really do appreciate your input.