As an organisation we adhere to the Fundraising Regulator Code of practice sometimes however we can get it wrong and it is important that those who give us support are able to make a complaint. In cases where the investigation and resolution of complaints cannot be settled at a local level will be carried out by Scottish Fundraising Complaints (SFC).
The SFC have defined a simple three stage process for managing fundraising complaints.
Stage 1 – Complain directly to the Rock Trust
It is important for us to get your feedback so that we can understand any problems, address your concerns and if necessary, improve our fundraising practice.
You can phone, write or email our head office to make your complaint. The Rock Trust
55 Albany Street
Edinburgh EH1 3QY
Tel: 0131 557 4059
Email: [email protected]
Your complaint will be acknowledged by letter or email within 5 days. If you call us to complain we will ask you additional questions at that point. On occasion we may need to contact you again to seek further information.
If you are complaining by email or letter, it would be helpful to us if you could advise us of your preferred method for us to contact you should we need to ask for extra information to help us investigate your complaint.
We will seek to resolve your complaint within 28 days of receiving your complaint.
Stage 2 – Appeal to our Trustees
If you are not satisfied with the way your complaint was handled during stage 1 or feel the issues raised have not been fully addressed, you may appeal to our Charity Trustees. The Trustees of any Charity have a legal responsibility to make sure their charity is run well. This includes overseeing of fundraising activities.
You can phone, write or email our office in the same way as detailed in stage 1. Please mark your correspondence “for the attention of the Chair of the Board of Trustees”
Stage 3 – Refer to the Independent Panel
If you’re not satisfied with the way the charity has dealt with your concerns, you refer your complaint to the Independent Panel.