Fundraising Complaints Procedure

We welcome all comments and feedback about the way we work. If you have a complaint about how we fundraise, we will aim to resolve the issue as quickly and efficiently as possible in a personal, fair and confidential way.

The aim of this procedure is to provide an efficient and robust fundraising complaints process in line with best practice as outlined by the Fundraising Regulator.

How to complain about the way we fundraise

Step 1 – Tell us

If you want to make a complaint about the way we raise funds or any of our fundraising activities, please contact our Development Team first.

You can do this by:

Development Office
The Yehudi Menuhin School
Stoke d’Abernon
Cobham
Surrey
KT11 3QQ

Step 2 – We will respond to your complaint

Your complaint will be fully investigated and we will try to resolve the problem as quickly as possible. We will:

  • Answer your calls, with a view to providing a full response within 10 working days
  • Acknowledge emails within 10 working days
  • Reply to letters within 10 working days

Whichever way you contact us, you will receive a full response within 10 working days, unless the complaint is complex.

We will acknowledge complex complaints within 10 days and aim to provide a full response within a further 10 working days.

Step 3 – If you are not happy with our response

If you are not satisfied with our response, please let us know and we will pass your complaint on to the Head, who will respond within a further 15 working days.

Please explain clearly why you feel that your complaint has not been properly resolved and what it is that you want us to do.

If you are still not happy following the response from the Head, we will pass on your complaint to a panel made up of at least two School Governors. The Governors will review the complaint within the next 30 working days.

We will then contact you with the panel’s conclusions within 10 working days of the panel’s review.

Step 4 - Taking your complaint outside The Yehudi Menuhin School

If you feel our resolution of your fundraising complaint is inadequate, you can take your complaint to the Fundraising Regulator.

The Fundraising Regulator is an independent body that works to ensure that charities raising money from the public do so honestly and protects the public, donors and potential donors, from unacceptable fundraising practices.

The Yehudi Menuhin School is a member of the Fundraising Regulator and we will abide by any decision they reach on complaints.

Please contact:

The Fundraising Regulator
2nd Floor
CAN Mezzanine Building
49-51 East Road
London N1 6AH

Tel: 0300 999 3407
Email: enquiries@fundraisingregulator.org.uk