Jill’s Fundraising Journey (JFJ) views complaints as an opportunity to learn and improve our services, as well as a chance to put things right for the person or organisation raising the concern.

We are committed to handling complaints fairly, respectfully, and promptly.

 

1. Purpose and Scope

The purpose of this policy is:

• to provide a clear and accessible complaints procedure

• to ensure people know how to make a complaint

• to make sure trustees, staff, and volunteers understand how complaints should be handled

• to ensure complaints are investigated fairly and in a timely manner

• to resolve concerns wherever possible

• to learn from complaints and improve what we do

This policy applies to complaints about any aspect of Jill’s Fundraising Journey’s work.

This policy does not cover concerns raised by volunteers. These are handled under JFJ’s Resolving Volunteer Issues and Concerns Policy & Procedures.

This policy also applies to concerns raised about accommodation stays, booking administration, or communication relating to charity-supported holidays.

 

2. Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Jill’s Fundraising Journey.

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3. Who Can Make a Complaint

Complaints may be made by:

• applicants for charity-supported holidays

• guests

• donors

• supporters

• members of the public

• partner organisations

• members of the local community

• any person or organisation with a legitimate interest in our work

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4. Complaints may be made:

• in writing

• by email

• by telephone

• in person to a trustee at a fundraising activity or public event

Complaints relating to fundraising activities or interactions with trustees or volunteers at events will be handled in accordance with this procedure.

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5. Confidentiality

All complaint information will be handled sensitively and shared only with those who need to know in order to investigate and resolve the issue.

All personal information will be processed in accordance with our Privacy Policy.

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6. How to Make a Complaint

Complaints may be submitted using the following contact details:

By post

Jill’s Fundraising Journey
36 Goodden Crescent
Farnborough
Hampshire
GU14 0DQ

By email

jillsfundraisingjourney@gmail.com

By telephone

07548 633639

In person

To any trustee of Jill’s Fundraising Journey at a fundraising activity or public event

Receiving Complaints

Complaints may arrive through the contact routes listed above or through any other communication channel.

Complaints received by telephone or in person should be recorded by the person receiving them. This should include:

• the facts of the complaint

• the complainant’s name and contact details

• the complainant’s relationship to JFJ

• confirmation that the complaints procedure has been explained

• details of what will happen next and expected timescales

Where appropriate, complainants may be asked to provide a written summary of their complaint.

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7. Resolving Complaints

Stage One

In many cases, complaints can be resolved quickly by the person responsible for the issue being raised.

Whether resolved immediately or not, details of the complaint should be passed to the Secretary within one week, unless the complaint concerns the Secretary. In that case, the complaint should be passed to another trustee.

The Secretary will:

• record the complaint in the complaints log

• arrange investigation where necessary

• delegate responsibility for responding where appropriate

If the complaint relates to a specific individual, they will be informed and given an opportunity to respond.

Complaints should be acknowledged within one week. The acknowledgement will confirm:

• who is handling the complaint

• what will happen next

• when a response can be expected

A copy of this complaints procedure will be provided if requested.

A full response will normally be issued within four weeks. If additional time is required, a progress update will be provided.

Responses will explain:

• how the complaint was investigated

• conclusions reached

• any action taken as a result

Stage Two – Committee Review

If the complainant is not satisfied with the outcome at Stage One, they may request a review at Committee level.

The complaint will be passed to the Chairperson.

The request for review will be acknowledged within one week.

The Chairperson may:

• investigate the complaint directly, or

• appoint another suitable trustee to investigate

This may include reviewing documentation and speaking with those involved in Stage One.

If the complaint relates to a specific individual, they will be given a further opportunity to respond.

A full response will normally be issued within four weeks.

The decision made at this stage is normally final unless the Committee decides it is appropriate to seek external assistance with resolution.

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8. Complaints About Holiday Allocation Decisions

Due to the limited availability of charity-supported holidays, allocation decisions are made at the discretion of Jill’s Fundraising Journey in order to ensure fair access for families where a member of the household has a current cancer diagnosis.

Complaints relating to allocation decisions will be reviewed fairly in line with this procedure, our Allocation Principles Statement, and our Charity Holiday Terms & Conditions; however, availability remains limited and an alternative stay cannot be guaranteed.

Complaints cannot override eligibility requirements or programme criteria.

Submitting a complaint does not affect future eligibility for charity-supported stays. Each application continues to be considered independently in line with availability and programme priorities.

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9. External Stage

If a complainant remains dissatisfied, they may contact the Charity Commission at any stage.

Information about the types of concerns the Charity Commission can consider is available at:

www.charitycommission.gov.uk

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10. Variations to the Complaints Procedure

The Committee may vary this procedure where necessary, for example to avoid conflicts of interest.

For example, a complaint concerning the Chairperson will not be reviewed by the Chairperson.

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11. Monitoring and Learning from Complaints

Complaints are reviewed annually to identify trends and opportunities to improve our services.

 

12. Policy Review

This policy is reviewed annually by the JFJ Committee.

It is communicated to trustees, staff, and volunteers as part of their induction and ongoing training.

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Last updated: March 2026

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