Our complaints procedure

At Inspire, we believe in best practise fundraising and as such are members of the Fundraising Standards Board (FRSB), the professional body that seeks to represent all fundraisers. Its purpose is to improve the highest standards of fundraising, and to support and develop the knowledge and standards of all those who undertake fundraising. We fundraise according to the FRSB Fundraising Promise and the Institute of Fundraising’s Codes of Fundraising Practice.

This means that you can fundraise for Inspire, confident that we will treat you and our other members with respect, fairness, honesty and clarity, and that we will follow best practice standards.

If however, you have cause to complain, we ask that you follow the guidelines laid out below:

The Complaints Procedure: How to Raise your Concerns

Where your concerns relate to fundraising, you should initially contact the Inspire Fundraising Team at:

Inspire
Beach Boulevard
Aberdeen
AB24 5HP
Telephone: (01224) 280005
Email: fundraising@inspireonline.org.uk.

We will acknowledge your complaint within 7 days and commit to dealing with the matter within 30 days.

We will answer all reasonable questions about our fundraising and can send you a hard copy of our accounts if you request them.

If these options do not answer your concerns satisfactorily then please contact the Fundraising Standards Board, PO Box 42197, London, SW8 1ZS. Telephone: 0845 402 5442. Website: www.frsb.org.uk.

We accept the authority of the FRSB to make the final decision on a fundraising-related complaint and we will comply with any ruling or recommendation made by the FRSB.

On receipt of your complaint, the FRSB will acknowledge your correspondence within 7 days and commit to dealing with the matter within 60 days.


On approaching the FRSB, you will need to provide the following information:
• details of your concerns
• details of previous contact with the charity
• any other supporting material