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Teens Unite Fundraising Complaints Policy

 1. Purpose

Teens Unite is committed to ensuring that all fundraising activities are carried out to the highest standards of transparency, integrity, and accountability.

We recognise that supporters may have concerns about aspects of our fundraising, and we are committed to handling all fundraising complaints fairly, consistently, and promptly.

This policy sets out how we receive, investigate, and respond to complaints relating specifically to fundraising, and how we use this feedback to strengthen public trust and improve our fundraising practices.

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2. Scope

2.1 Subject Area

This policy covers complaints relating to any fundraising activity carried out by or on behalf of Teens Unite, including:

  • Donations, appeals, and campaigns

  • Events and challenges

  • Digital fundraising and social media activity

  • Communications and supporter care

  • Conduct of staff, volunteers, or third parties involved in fundraising

  • Use of personal data for fundraising (in line with UK GDPR)

It does not cover general service complaints, which are managed under our main Complaints Policy, nor staff grievances, which are handled through our internal HR procedures.

2.2 Individuals

This policy applies to fundraising complaints raised by:

  • Supporters and donors

  • Members of the public

  • Event participants

  • Partners, community groups, and third-party fundraisers

  • Volunteers involved in fundraising

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3. Policy

Teens Unite is committed to delivering responsible, ethical, and respectful fundraising that reflects our values and protects the experience of our supporters. We welcome feedback and view all complaints as an opportunity to improve the way we fundraise.

3.1 Our Commitment

We will:

  • Communicate in plain, accessible language

  • Be courteous, professional, and respectful in every interaction

  • Listen carefully to concerns about our fundraising

  • Behave with empathy and professionalism

  • Empower our team to resolve issues quickly and effectively

  • Ensure our complaints process is accessible and inclusive

  • Acknowledge and apologise when we fall short

  • Learn from complaints and embed improvements in our fundraising practices

  • Meet the standards set out in the Fundraising Regulator’s Code of Fundraising Practice

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4. Fundraising Service Standards

We aim to:

  • Acknowledge all fundraising complaints within 3 working days

  • Provide a full response within 10 working days

  • Keep complainants informed if an issue is complex and requires longer investigation

  • Communicate clearly and provide accurate, transparent information about our fundraising practices

If a fundraising complaint is raised by phone and requires further investigation, we will agree a suitable time to call back once we have the necessary information.

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5. Making a Fundraising Complaint

You can make a fundraising complaint by letter or email. If you have accessibility needs, we will be pleased to support you to submit your concern in a way that suits you.

Please mark all correspondence Private & Confidential and address it to:

Chief Executive Officer (CEO)
Teens Unite
Home Farm, White Stubbs Lane
Broxbourne
EN10 7PZ

If your concern relates to the CEO, please address it to the Chair of Trustees.

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6. Responding to a Fundraising Complaint

  • Acknowledgement: We will confirm receipt of your complaint within 3 working days.

  • Investigation: A senior member of the fundraising or executive team will review the complaint.

  • Formal Response: We will provide a full written response within 10 working days.

  • Outcome: We will explain our findings, any actions taken, or -if appropriate- why no further action will be taken.

 

7. Escalation Process

If you are not satisfied with our response:

  • You may escalate the complaint to the Chair of the Board of Trustees.

  • If the Chair has previously been involved, you may escalate it to the full Board of Trustees.

  • We will confirm an estimated timeframe for resolving the escalation.

The decision of the Chair or Board will be final within our internal process.

 

8. External Review

If you remain dissatisfied after completing our internal procedure, you may refer your complaint to the appropriate external body:

  • The Fundraising Regulator (for fundraising complaints): fundraisingregulator.org.uk

  • The Charity Commission (for serious governance or compliance concerns): gov.uk/government/organisations/charity-commission

We are registered with the Fundraising Regulator and are committed to abiding by the Code of Fundraising Practice.

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9. Learning and Continuous Improvement

Any fundraising complaints will be logged, monitored, and reviewed regularly to identify themes or areas for improvement.


We will use this information to strengthen our fundraising practices, increase supporter trust, and ensure best practice across all fundraising activity.

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This policy was last updated and approved in November 2025 and will be reviewed annually unless new legislation requires a review before such time.

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