We will establish the area of our operation that the complaint involves. Having first consulted with relevant staff, we will make contact with the MAF UK Complaints Co-ordinator, or other appropriate person, to inform them of the situation and gather any relevant information regarding the materials and/or circumstances of the case.
If a third party is involved (for example a supplier), we will also speak to them to gather any information about the circumstances of the complaint. We will take care to record all the important points and file these with the case.
Having gathered all the relevant information, we will hold an assessment meeting with the MAF UK Complaints Co-ordinator (or another person appointed in the absence of the Complaints Co-ordinator) and the MAF UK staff concerned. We will include suppliers if they have been implicated.
The assessment meeting should set out the nature of the complaint and determine any action that needs to be taken. If the complaint is about fundraising, we will make a note on whether it is about an alleged breach of the Fundraising Regulator’s Codes of Fundraising Practice and/or the Fundraising Promise. The Fundraising Regulator will need this information if the complaint is referred to them. The outcome of the meeting will typically produce one of two options:
- The complaint is justified. We will then write to you to apologise, to let you know that the complaint has been used to improve our fundraising activities in the future, and how this will be done.
- The complaint is not justified. We will write to you to explain that we will not be changing our fundraising practices and give clear reason(s) for our position. We will always take complaints very seriously and assure you the investigation will be as thorough as possible. Accurate records will be kept of all the investigations which have been carried out.
Extension of information gathering period
In exceptional circumstances, we may need more than 30 days to gather all the information (for example, if a key member of staff is on annual leave or is unwell). If this happens, we will contact you in writing, with a copy to the Fundraising Regulator, outlining the situation.
In the event that the complaint is not resolved to your satisfaction
If you are not happy with our response, you should contact the Fundraising Regulator within eight weeks. We, in turn, will ensure that all correspondence is on file and can be made available to the Fundraising Regulator if the complaint is pursued further. If you are still not satisfied, you can ask the Board of Directors of the Fundraising Regulator to look again at your complaint. Their decision will be made within 60 days and will be final. Mission Aviation Fellowship UK agrees to abide by decisions made by the Fundraising Regulator Board.