Our Fundraising Complaints Policy

Your views are important to us and Tiny Tickers’ takes every complaint seriously. We are committed to high standards in everything that we do, but we realise that sometimes we get things wrong and that not everyone will agree with what we do.

We welcome feedback because it enables us to improve the services we offer and helps us to improve our communication to you. Thank you for taking the time to help us to improve.

We promise to take all complaints seriously, and to deal with them in a timely manner.

We will always treat you with courtesy and respect, listen to what you say, keep you informed about our progress, provide you will a prompt response and tell you who to go to if you want to escalate your complaint further.

Please note that this procedure should not be used for complaints regarding our Training or information and support services. If you have a comment or complaint regarding our training programme or support services, please contact info@tinytickers.org.

How to Complain

You may send your complaint to us in any of the following ways:

Call: our Fundraising Team on 07733 034 533

Email: fundraising@tinytickers.org

Write to: Tiny Tickers, 76 Chiswick Lane, London, W4 2LA

Please include your name, address and contact telephone number in your email or letter so that we can get back in touch with you easily. We will try to resolve the problem as quickly as possible. Whatever the complaint, you can expect us to respond within 7 days.

If for any reason we have not resolved the complaint to your satisfaction, please bring the matter to the attention of our Chief Executive by writing to them at the above address. Please explain clearly why you feel that your complaint has not been properly resolved and how we can solve it.

Taking your complaint outside Tiny Tickers

In the event that you remain dissatisfied with the response you have received, you are entitled to take your complaint to the Fundraising Standards Board.

This is an independent body that works to ensure that charities raising money from the public do so honestly and properly. Tiny Tickers is a member of the Fundraising Standards Board and we are therefore committed to abide by any decision they reach on complaints which are escalated to them. You must contact them within two months of receiving your response from us.

Their contact details for England are:

The Fundraising Standards Board

61 London Fruit Exchange

Brushfield Street

London E1 6EP

Tel: 0845 402 5442

Email: info@frsb.org.uk

 

Their contact details for Wales are:

Fundraising Standards Board

PO Box 564

Swansea

SA8 9AG

Tel: 0845 026 8931

Email: simonb@frsb.org.uk

Their contact details for Scotland and Northern Ireland are:

1st Floor

Thistle House

91 Haymarket Terrace

Edinburgh

EH12 5HE

Tel: 0845 688 9894

Email: infoscotland@frsb.org.uk