The Felix Project commits to a delivering its work with excellence by constantly improving its service to all partners including donors, supporters and members of the public. 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.

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

To register a complaint, you can send an email to [email protected]. You can also write to us at: The Complaints Officer, The Felix Project c/o Sayer Vincent, 110 Golden Lane, London EC1Y 0TG. 

To help us process your complaint efficiently, please include your name and two forms of contact details and explain your concerns as clearly and fully as possible.

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 within seven working days of receipt. We aim to resolve all complaints within 4 weeks from receipt. Where we have not been able to resolve a complaint within 4 weeks, we will advise you of this and let you know when we anticipate being able to resolve it.

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.

WHAT IF OUR RESPONSE DOES NOT SATISFY YOU?

We aim to resolve your complaint in an honest, open and satisfactory way. However, if you are still unhappy, we will provide you with the details of how to escalate your complaint.

MONITORING AND LEARNING FROM COMPLAINTS 

The Felix Project keeps a register of complaints received, the outcomes of investigations. This is reviewed by the Senior Leadership Team on a quarterly basis (or sooner if the need arises) and made available for review by the Board of Trustees. This will allow the identification of any issues which may indicate a need to take further action.

OTHER INFORMATION

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’.

We are a registered charity and are therefore registered with the Charity Commission.

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