The Orpheus Centre is committed to being open and honest in all dealings with our donors and customers. Sometimes however even we can get it wrong and it is important that those who give us support in any way have access to an accredited means of making a complaint and that this can be if necessary, examined by an outside agency. Our Fundraising Complaints Policy also applies to third parties fundraising on our behalf. (This excludes volunteers fundraising “in aid of” Orpheus, however, do please still get in touch if you feel there is an issue we should be aware of.) The investigation and resolution of complaints which cannot be settled by Orpheus will be carried out by the Fundraising Regulator, the independent regulator of charitable fundraising.

Please refer to the Orpheus Complaints Policy on guidance regarding complaints from Orpheus students or their relatives. This is available from the learning team.

Complaints made by telephone

Complaints may be made by telephone to the Head of Fundraising and Marketing on 01883 741 416.

We will gather the facts using open questions. At the end of the call we will summarise the call to confirm that we have understood the situation. If we are knowledgeable about the area of the complaint, we will then try and resolve the complaint over the telephone. If you are satisfied with our action that is the end. In any case we will take your contact details and acknowledge the complaint in writing within 14 days including a summary of your telephone conversation and confirmation that the complaint will be dealt with within 28 days.

Complaints made in writing (by post or email)

Complaints may be made by email to the Head of Fundraising and Marketing on [email protected], or by post to Moira Lambert, Head of Fundraising and Marketing, The Orpheus Centre, North Park Lane, Godstone, RH9 8ND.

We will acknowledge the complaint in writing within 14 days, confirming that we will seek to resolve the complaint within 28 working days. At this stage further contact with you will only be made where we have insufficient details to take the complaint forward.

Our procedures

We will establish which area of our operation the complaint involves. Having first consulted with the relevant staff, including the Executive Director, we will make contact with the Chair of Trustees or other appropriate person to inform them of the situation and gather any relevant information regarding the materials and /or circumstances of the case.

If a third party is involved (for example a volunteer, supplier or contractor), we will also speak to them to gather any information about the circumstances of the complaint. We will take care to record all the important points and file these with the case.

Having gathered all the relevant information, we will meet with the Chair of Trustees (or another person appointed in the Chair’s absence) and the staff concerned, we will include third parties if they have been implicated.

The assessment meeting should set out the nature of the complaint and determine what action needs to be taken. If the complaint is about fundraising then we will make a note as to whether it is about an alleged breach of the Fundraising Regulator’s Fundraising Code of Practice which outlines the standards expected of all charitable fundraising organisations across the UK. The Fundraising Regulator will need this information if the complaint is referred to them. The outcome of the meeting may produce the following options:

  • The complaint is justified. We will then write to you to apologise and let you know that the complaint has been used to improve on our future fundraising activities and how this will be done. We will also instigate action to prevent any recurrence of the problem and will follow our disciplinary process as outlined in the Staff Handbook.

  • The complaint is not justified. We will write to you to explain that we will not be changing our fundraising practices and give clear reason(s) for our position. We will always take complaints very seriously and assure you the investigation will be as thorough as possible. Accurate records will be kept of all investigations which we have carried out.

Extension of information gathering period

In exceptional circumstances, we may need more than 28 days to gather all the information (for example, if a key member of staff is on annual leave or sick). If this happens, we will contact you in writing with a copy to the Fundraising Regulator outlining the situation.

In the event that the complaint is not resolved to your satisfaction

The Fundraising Regulator will deal with all complaints that are concerned with a breach of the Fundraising Code of Practice provided that you have complained to the charity concerned but are not satisfied with the answer received.

In the event that you are not happy with our response, you should contact the Fundraising Regulator within 2 months of receiving it. We in turn will ensure that all correspondence is on file and that this can be made available to the Fundraising Regulator if the complaint is pursued further.