Mission Aviation Fellowship (MAF UK) is a charity member of the Fundraising Regulator. It’s just one of the ways we strive to be the best that we can be, for all those we help, and for you - our supporters.
We at MAF UK are committed to being open and honest in all our interactions with our supporters. We believe we are a family of like-minded people, seeking to serve those in need. However, like all families, sometimes we can get it wrong. If you think we fall short, this is what you can do.
Talk to us
If we do get a complaint, we always try to resolve it straight away with the supporter, so please do phone, write, or email to let us know what has gone wrong. It’s the quickest and easiest way to get things sorted out, and it means we are able to spot if there is something we can improve on as well.
We also think it’s important that supporters have access to an accredited means of making a complaint if they feel that their question has not been settled with our team. In that instance, the investigation and resolution will be carried out by the Fundraising Regulator.
Complaints made by telephone
We will gather the facts using open questions. If we are knowledgeable about the area of the complaint, we will try to resolve the complaint over the phone. At the end of the call, we will summarise the details to confirm that we have understood the situation. If you are satisfied with our action, that is the end of the matter; we will note your contact details and the nature of your complaint, and we will note the complaint in the report that is submitted annually to the Fundraising Regulator.
If you are not satisfied, we will take your contact details and acknowledge the complaint in writing within 14 days, including a summary of your telephone conversation and confirmation that the complaint will be dealt with within 30 days. After that, we will proceed as detailed in the section 6 below.
Complaints made in writing by post or email
We will acknowledge the complaint in writing within 14 days, confirming that we will seek to resolve the complaint within 30 working days. At this stage, further contact with you will only be made when we have sufficient details to take the complaint forward.
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. We will also instigate action to prevent any recurrence of the problem.
- 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 time 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.
For MAF UK
Mission Aviation Fellowship
Castle Hill Avenue
Folkestone CT20 2TQ
Telephone: 01303 852819
For Fundraising Regulator
2nd floor, CAN Mezzanine Building, 49-51 East Road, London N1 6AH
Fundraising Regulator staff are available to assist and advise members of the public, charities and fundraising organisations.
T: 0300 999 3407
Where your concerns relate to:
- Dishonest handling of funds
- Misapplication of charitable funds
- Actions that contravene MAF UK’s Memorandum and Articles of Association or charity law
- Actions that threaten to bring MAF UK into disrepute
You should contact the Charity Commission at:
Charity Commission Direct
PO Box 1227