Complaints Policy

The Felix Project seeks to constantly improve its service to donors, supporters and members of the public and ensure our policy adheres to best practices. Therefore, we regard complaints as an opportunity for us to reflect on our processes and practices and see if there are opportunities for us to strengthen and improve them.

The Felix Project is regulated by the Fundraising Regulator, the independent regulator of charity fundraising. The Fundraising Regulator sets and promotes the standards for all fundraising activities, known as the “Code of Fundraising Practice”.


Definition of a complaint

We define a complaint as a situation or instance where either an individual or organisation, considers that The Felix Project has fallen short of their reasonable expectations and wishes to express their dissatisfaction.


How to register a complaint

The easiest way for you to register a complaint, and for us to resolve it, is by phone. Simply call 020 3034 4350, Our phone lines are open Monday to Friday from 08:30 – 17:00. You can also email us at info@thefelixproject.org or write to us at:

The Felix Project

Unit 6, Kendal Court

Kendal Avenue

London

W3 0RU

What we will do on receiving your complaint

We take all complaints very seriously and aim to resolve complaints quickly, fairly and effectively. We promise to deal with your complaint sensitively.

We will acknowledge your complaint, no later than three working days after receipt. Wherever possible, we will provide a full resolution to your complaint at the same time.

Where your concerns require us to undertake further investigations, and we are not able to provide a full resolution as part of our initial response, we will, within three working days after receipt, provide you with an expected timescale for our response as part of your acknowledgement and keep you up-to-date at regular intervals throughout our investigations. Where this is the case, we will also tell you who is managing your complaint so you have a point of contact should you need to get in touch with us. In any event, you should expect to receive a full response from us at the earliest opportunity and no later than 20 working days from the date we received your complaint.

In order to assist us with your enquiries, please provide your contact details and explain your concerns as clearly and fully as possible. There may be some occasions where we need to ask you for more information to investigate your concerns fully and, if this is the case, your kind response will enable us to resolve your complaint as promptly as possible.

We really hope that we can resolve your complaint in an honest, open and satisfactory way. However, if you are still unhappy you can request that your complaint be escalated to the Charity’s Senior Management Team who will review your concerns and the initial outcome before responding to you fully.


What if our response does not satisfy you?

If your complaint relates to fundraising, and we are unable to resolve it to your satisfaction, you can refer it to the Fundraising Regulator, the independent regulator of charitable fundraising of which The Felix Project is a member.

They can be contacted via their website www.fundraisingregulator.org.uk or at 2nd floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH Tel: 0300 999 3407

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