Policy Statement

Zen Fundraising Limited (“Zen”) is committed to ensuring that all complaints and feedback are handled fairly, promptly, transparently and proportionately.

We recognise that complaints and feedback provide important opportunities to:

• Put things right where standards have not been met

• Improve supporter experience

• Identify training or compliance concerns

• Improve operational practices and fundraising quality

All complaints are treated seriously and investigated appropriately.

Zen aims to resolve complaints quickly and fairly while maintaining the dignity, confidentiality and rights of all parties involved.
 

Scope of this Policy

This policy applies to:

• All fundraising activity carried out by Zen Fundraising

• All employees, contractors and subcontracted fundraisers representing Zen

• Complaints received directly by Zen or indirectly via a charity partner, member of the public, local authority or other third party

Complaints may include, but are not limited to:

• Fundraiser conduct or behaviour

• Breaches of fundraising regulations or site rules

• Misleading or inappropriate fundraising approaches

• Concerns relating to vulnerable persons

• Data protection concerns

• Fraudulent or suspicious activity

• Requests to stop contact

• Complaints regarding professionalism, identification or compliance standards
   

How to Make a Complaint

Complaints or feedback may be submitted:

• Through the complaints and feedback section of the Zen Fundraising website

• By email

• By telephone

• In writing

• Directly to one of our charity partners

• Directly to a member of staff or fundraiser
   

Complaints should, where possible, include:

• Preferred contact details

• Approximate date, time and location of the interaction

• The name or details of the fundraiser involved (if known)

• Details of the concern or feedback

• Any supporting evidence or documentation
   

Complaints Handling Procedure

Receipt and Escalation

All complaints, whether received internally or externally, must be logged immediately.

Any complaint received by a member of staff, Team Leader or subcontractor must be escalated to the Client Manager – Compliance and Ethics within 24 hours of receipt.

Relevant charity partners will also be notified within one working day where appropriate.
 

Acknowledgement

Zen aims to acknowledge all complaints within 24 hours wherever reasonably possible.

The acknowledgement will:

• Confirm receipt of the complaint

• Provide details of the person handling the complaint where appropriate

• Explain the next steps in the process
   

Investigation

Complaints are investigated promptly, fairly and proportionately.

Investigations may include:

• Reviewing sign-up records

• Reviewing compliance reports

• Reviewing welcome call recordings or outcomes

• Reviewing location or timing data

• Interviewing relevant staff, Team Leaders or subcontractors

• Reviewing previous complaints or compliance history

Zen aims to complete investigations within 48 hours (two working days) wherever reasonably possible.

More complex cases may require additional time, in which case updates will be provided where appropriate.
 

Corrective Action

Where a complaint identifies breaches of policy, compliance standards or expected behaviour, Zen may take corrective action.

This may include:

• Coaching or retraining

• Increased monitoring

• Formal warnings

• Suspension from campaigns or sites

• Removal from campaigns

• Termination of engagement

• Referral to charity partners, regulatory bodies or law enforcement where appropriate

Zen operates an organisation-wide points-based compliance system to help ensure concerns are addressed consistently and proportionately.
 

Complaint Outcomes

Once an investigation has concluded, the complainant will be informed of:

• The outcome of the investigation

• Whether the complaint has been upheld, partially upheld or not upheld

• Any actions taken where appropriate and proportionate

In some cases, confidentiality or employment obligations may limit the level of detail that can be shared.
 

Escalation and External Resolution

If a complainant remains dissatisfied with the outcome of a complaint, they may request that the matter be reviewed internally.

If the complaint cannot be resolved satisfactorily, the complainant may refer the matter to the Fundraising Regulator or another appropriate external body.

Details can be found via the Fundraising Regulator website.
 

Learning and Continuous Improvement

All complaints are recorded and reviewed to identify trends, recurring issues and opportunities for improvement.

Complaint outcomes may be used to:

• Improve training

• Improve compliance monitoring

• Improve operational procedures

• Reduce the likelihood of recurrence
   

Confidentiality and Data Protection

All complaints and associated information will be handled confidentially and shared only with individuals who require access for the purposes of investigation, safeguarding, compliance or resolution.

All personal data will be processed in accordance with applicable data protection legislation and Zen Fundraising’s Data Protection Policy.
 

Responsibilities

Zen Fundraising is responsible for:

• Maintaining effective complaints handling procedures

• Ensuring complaints are investigated fairly and appropriately

• Maintaining complaint records

• Implementing corrective actions where necessary

• Reviewing complaint trends and learnings
   

Managers are responsible for:

• Escalating complaints promptly

• Cooperating fully with investigations

• Implementing corrective actions where required
   

All Staff and Fundraisers are responsible for:

• Reporting complaints or concerns immediately

• Cooperating fully and honestly with investigations

• Maintaining professionalism throughout the complaints process
   

Policy Responsibility and Review

Overall responsibility for this policy lies with Zen Fundraising’s senior management team.

This policy is reviewed regularly and updated where required.

Name: Melanie Staddon
Position: Company Director

Original Policy Date: 10 April 2018
Last Reviewed: 31 March 2026 (Carl Orlowe, CEO)