Complaints procedure

Raising Futures Kenya is committed to delivering a high standard of service to anyone who engages with our work.

 

We are keen to hear from anyone who believes we have fallen short of the high standards we set ourselves. You can provide your feedback via email to vic@raisingfutureskenya.org.uk . Alternatively you can write to our postal address at Raising Futures Kenya, Union St, 18-20 Union Street, Sheffield, S1 2JP.

 

Complaints to us must be submitted within 12 weeks of the event about which you are complaining.  We will acknowledge and provide a response to your complaint within 20 working days of receiving it. Whilst we expect to be able to resolve most complaints within that timeframe, if we need to conduct a more in-depth investigation, we will aim to provide you with a further full response within 30 working days. If we are unable to meet that deadline due to exceptional circumstances, we will of course let you know and provide you with an explanation of the reason for delay and target date for completion.

 

Initial complaints should be made in writing to our UK Director Victoria Hancock Fell at vic@raisingfutureskenya.org.uk.

 

If you are not happy with the response you receive, you can escalate your concerns to our Chair of UK Trustees who will consider the matter in more detail. Our Chair of Trustees is Andy King andy@raisingfutureskenya.org.uk .

 

If your complaint is about our fundraising activities, in the UK only, and we are unable to resolve it to your satisfaction, you can ask the Fundraising Regulator, the regulator for fundraising in the UK, to consider it by:

 

  • Submitting your complaint through their on-line form at www.fundraisingregulator.org.uk
  • Writing to Fundraising Regulator, 2nd floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH. or
  • Calling 0300 999 3407

Raising Futures Kenya is registered with the Fundraising Regulator and we agree to abide by its regulations.

 

Please note that the Fundraising Regulator will only consider complaints that have first been referred to us within the 12 week deadline and that we have failed to provide a satisfactory response to within 4 weeks (or within the agreed timeline for more complex cases).  You should raise your concern with them within 8 weeks from failing to resolve the issue with us.

 

The Fundraising Regulator will normally advise a complainant within 4 weeks of receiving it whether they will proceed with their complaint. They will aim to complete their investigations within 13 weeks of receipt of the complaint, but this may depend upon the complexity of the case.