Complaints Procedure

Apostleship of the Sea (AoS) Complaints Procedure

The Apostleship of the Sea is committed to delivering a high standard of service to anyone who engages with our work.
 

HOW TO RAISE YOUR CONCERNS
 

1.  Where your concerns relate to fundraising you should initially contact the Apostleship of the Sea:

  •  through our Director of Development
  •  if you are not satisfied with the initial response contact the National Director in writing. If, once this procedure has been exhausted, you are still dissatisfied with the conduct of the investigation by the AoS, an appeal may be made to the Board of Trustees who will appoint a Trustee to review the causes for your dissatisfaction. This trustee will report back to the board of trustees.

We will endeavour to resolve your concern as promptly and amicably as possible.

We will acknowledge and provide an initial response to your feedback within 10 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 full response within a further 20 working days. If we are unable to meet that deadline due to exceptional circumstances, we will of course let you know.


2.  If your complaint is about our fundraising activities 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 the FR website www.fundraisingregulator.org.uk
  • writing to Fundraising Regulator, 1st Floor, 10 St Bride Street, London, EC4A 4AD, or
  • calling – 0203 327 4050

The Apostleship of the Sea will transfer its membership from the Fundraising Standards Board to the FR (when it opens its membership to charities in Autumn 2016) and we agree to abide by its decisions. Please note that the FR can only consider complaints received within 3 months of the original incident, unless there were exceptional circumstances.


3.  Where your concerns relate to Public Collections, contact:

  • the Local Authority Licensing Office
  • the Police


4.  Where your concerns relate to any other aspect of our work – ship visiting, communications, dishonest handling of funds, misapplication of charitable funds, actions that contravene AoS’s Articles of Association or charity law, actions that threaten to bring AoS into disrepute - you should contact the Apostleship of the Sea:

  • through our National Director, in writing.
  • if you are not satisfied with the conduct of the investigation by the National Director, an appeal may be made to the Board of Trustees who will appoint a Trustee to review the causes for your dissatisfaction.


We will endeavour to resolve your concern as promptly and amicably as possible.

We will acknowledge and provide an initial response to your feedback within 10 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 full response within a further 20 working days. If we are unable to meet that deadline due to exceptional circumstances, we will of course let you know.


5.  Where your concern relates to:

  • dishonest handling of funds
  • misapplication of charitable funds
  • actions that contravene AoS’s trust deed or charity law
  • actions that threaten to bring AoS into disrepute

and we are unable to resolve it to your satisfaction:

If you live in England and Wales: you should contact the Charity Commission, the Charity regulator for England and Wales.

If you live in Scotland you should contact the Office of the Scottish Charity Regulator.


CONTACT DETAILS

Apostleship of the Sea

National Director – Mr Martin Foley

39 Eccleston Square,

London

SW1V 1BX
 

Fundraising Regulator

1st Floor, 10 St Bride Street, London, EC4A 4AD, or

Tel 0203 327 4050

Email: FR@pagefield.co.uk

Charity Commission Direct

PO Box 1227

Liverpool

L69 3UG

Telephone: 0845 3000219

www.charity-commission.gov.uk
 

Office of the Scottish Charity Regulator

2nd Floor

Quadrant House

9 Riverside Drive

Dundee DD1 4NY

www.oscr.org.uk


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