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Fundraising Complaints

If you have a fundraising complaint, you can contact us at: Director of Fundraising, Villiers Park Educational Trust, Allia Future Business Centre, King’s Hedges Road, Cambridge, CB4 2HY, or vp@villierspark.org.uk

We endeavour to respond to all questions, complaints and feedback within seven working days.  

Fundraising Complaints Procedure 

Introduction

Villiers Park Educational Trust relies on voluntary donations, philanthropic and corporate support to maintain the depth and breadth of our programme. Supporters are at the heart of what we do and we aim to make supporting Villiers Park Educational a positive and meaningful experience.

If, however, despite our best efforts you feel that we have fallen short in any way you may wish to contact us to make a complaint. We will then investigate your concern and will do our best to put it right. We value your feedback and will use any complaint as an opportunity to learn and improve our practices.

How to make a complaint

Complaints about any area of Villiers Park’s fundraising should be address in the first instance to: Director of Fundraising, Villiers Park Educational Trust, Allia Future Business Centre, King's Hedges Road, Cambridge, CB4 2HY, or vp@villierspark.org.uk.

Responding to your complaint

As soon as we receive your complaint, we will look into it. If we need further detail to investigate the issue we will contact you. We aim to respond to all complaints within seven working days, but if resolving the complaint takes longer than this we will inform you of progress and give you an indication of when a full reply will be given.

We will listen to you to understand the complaint and the outcome you are seeking. Where possible, we will ensure that complaints are investigated by someone within the organisation who is independent of the events complained about. Where this is not possible, we will consider whether a third party outside of the organisation could investigate the complaint.

If you are not happy with our response

We will provide clear and evidence-based reasons for our decisions and ensure that these decisions are proportionate, appropriate and fair.

If you are not happy with our how we handle your complaint then you may wish to write to our Chief Executive. They, or another appropriate senior member of staff, will then investigate both the complaint itself and the initial handing of it and respond in writing to you within seven working days.

If you still have concerns about how we have responded to your complaint and wish to take it further, you can contact the Fundraising Regulator, with whom Villiers Park is registered. 

Learning from complaints

Villiers Park takes fundraising complaints seriously. We keep records of fundraising complaints, the outcomes of investigations and reasons for decisions taken.  

Fundraising complaints are reported to the Senior Leadership Team and Resources Committee, a delegated sub-committee of the main Board of Trustees which meets every two months. Fundraising complaints are reported on in our annual report and accounts, which are independently audited.

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