Fundraising complaints procedure

We at BMS World Mission welcome feedback on how we can improve our fundraising procedures and take any complaints very seriously.

A complaint can be made to us by email, phone or letter as follows:
• Email
• Phone 01235 517611
• Write to: Funding Team Leader, BMS World Mission, PO Box 49, Didcot, OX11 8XA

If we receive a complaint, we will take the following action:

Stage 1 – Internal investigation
A complaint to BMS must be made within 12 weeks of the fundraising incident or communication of which the complaint is made.

We will acknowledge the complaint in writing within 14 working days and we will try to resolve the complaint as quickly as possible. The complaint will be investigated by the Funding Team Leader, in consultation with the Director of Communications or, in their absence, with another Director.

We will advise the complainant of the outcome of this investigation in writing within 28 days of acknowledging receipt of the complaint. In some cases, we may need more than 28 days to investigate and resolve the complaint. In these circumstances, we will set out the reason for the delay and provide a deadline for resolution.

If after 28 days following the complaint, the matter has not been addressed or the complainant does not feel that their concerns have been resolved satisfactorily by BMS, the complainant can refer their concerns to the Fundraising Regulator and should do this within two calendar months from the date of BMS’ response to the complaint. We will let the complainant know how to contact the Fundraising Regulator.

BMS will keep records of your complaint and details for 24 months from the date on which the complaint was made, except where data protection law requires that the information must be removed (for example, if you request that your information is removed).

Stage 2 – Fundraising Regulator
The Fundraising Regulator (FR) is an independent non-statutory body that enforces the Code of Fundraising Practice across the UK, and seeks to resolve and adjudicate on issues that may arise between members of the public and fundraising organisations.

The FR will normally only investigate a complaint after we have conducted our internal investigation. The FR will contact us for information and its staff will carry out their own investigation. BMS will co-operate with them fully.

The FR has the discretion to specify that no further action is appropriate or to prescribe a certain action in response to the complaint. As a charity registered with the FR, BMS is committed to follow the Code of Fundraising Practice, as set out by the FR, and will comply with any remedy proposed by the FR.

June 2017