Introduction

We take complaints seriously. We want to work with you to understand why you are dissatisfied and what, if anything, the Trust can or should do to resolve your complaint and prevent it happening again.

If you have a complaint about any aspect of the Trust, including any aspect of our fundraising, please do not hesitate to let us know. Information on how to complain is set out below.

Our Complaints Policy

We will appoint one Trustee as our Complaints Co-ordinator. He will be responsible for listening to your complaint, investigating it, and reporting back to you on the outcome of his investigation. The Complaints Co-ordinator will normally be separate from the Trustees who manage our day-to-day fundraising activities. In exceptional circumstances (if for any reason our Complaints Co-ordinator is unable to handle your complaint personally) your complaint will be investigated by another Trustee.

We will follow the timescales prescribed by the Fundraising Standards Board (FRSB) when responding to complaints.

We will follow the FRSB’s three stage procedure for fundraising complaints: Stage 1 (internal investigation by the Trust); Stage 2 (Referral to the Fund Raising Standards Board), and Stage 3 (Adjudication).

We will accept FRSB adjudication of any complaint that cannot be resolved under Stage 1 or Stage 2.

We will keep records of complaints received and the ART Trustees will use these to identify trends and what action, if any, we can take to improve the Trust.

Complaints Co-ordinator

The Complaints Co-ordinator is Peter Hyland.

Making a complaint

If you wish to make a complaint about the Arthur Ransome Trust, please do so in writing to the Complaints Co-ordinator, using the post and email details below.

Receipt of a complaint will be acknowledged within 14 days.

If, after 14 days, you have not received an acknowledgement, please contact us using the details on our contact page.

Investigation

We will investigate your complaint and try to resolve it with you. We will tell you of the outcome of our investigation within 30 days of receiving the complaint.

Fundraising Complaints: Reference to the Fundraising Standards Board

If the complaint is about fundraising and you are not happy with the outcome of our investigation or the answer you have received from us, you may refer the complaint to the FRSB within two months of the date of our response. They will investigate the complaint and try to resolve it to the satisfaction of all parties within 30 days.

Please note that the FRSB will investigate all complaints that are concerned with a potential breach of the Institute of Fundraising’s Codes of Fundraising Practice or a breach of the Fundraising Promise, provided that you have first directed your complaint to us, but are not satisfied with our answer.

Adjudication

If you are not happy with the outcome of your referral to the FRSB, you can ask the FRSB Board to adjudicate. They will review the complaint and report their conclusion within 60 days. We will accept their adjudication.

Changes to this complaints policy

We may amend this complaints policy at any time by publishing a new version on this website.

Contact us

Should you have any questions about this copyright policy, please write to us by post or email, using our contact details.

To make a complaint, please write to:
The Complaints Co-ordinator, Arthur Ransome Trust, 26 Plas Newton Lane, Chester CH2 1PJ.; or
email: complaints@arthur-ransome-trust.org.uk

To contact the Fundraising Standards Board, please write to:
Fundraising Standards Board, 61 London Fruit Exchange, Brushfield Street, London, E1 6EP.; or
email: info@frsb.org.uk; or
phone: 0845 402 5442

You can find out more about the FRSB at their website: www.frsb.org.uk