Written complaints may be sent to:
Lead Fundraiser, Bail for Immigration Detainees (BID), 1b Finsbury Park Road, London N4 2LA
or by e-mail at [email protected]
Receiving Complaints
Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have.
Complaints received by telephone or in person need to be recorded.
The person who receives a phone or in person complaint should:
- Write down the facts of the complaint
- Take the complainant's name, address and telephone number
- Note down the relationship of the complainant BID (for example: supporter, member)
- Tell the complainant that we have a complaints procedure
- Tell the complainant what will happen next and how long it will take
- Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.
Resolving Complaints
Stage One
On receiving a complaint, the information should be passed to the Lead Fundraiser to investigate. Complaints should be acknowledged by the person handling the complaint within five days. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.
On receiving the complaint, the Lead Fundraiser records it in the complaints log. The Research and Policy Manager should also be informed.
The Lead Fundraiser will carry out an investigation. If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.
Ideally complainants should receive a definitive reply within two weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
Stage Two
If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed by the Research and Policy Manager.
The request for review by the Research and Policy Manager should be acknowledged within five days of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply. The Research and Policy Manager may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the Lead Fundraiser who dealt with the complaint at Stage One.
If the complaint relates to a specific person, they should be informed and given a further opportunity to respond.
Ideally complainants should receive a definitive reply within two weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
The Complaints Log should be updated.
Stage Three
If after Stage Two the complainant does not feel that their complaint has been satisfactorily resolved they can request to refer the complaint to the Fundraising Sub-Committee of the Board of Trustees. If the complainant wishes to pursue this option the complaint should be passed to the Chair of the Board of Trustees.
The complainant will be sent an acknowledgement within five days. The Board of Trustees will investigate and respond to the complainant within four weeks.
If the matter is not resolved to the satisfaction of the complainant, they will be advised to contact the Fundraising Regulator.The complainant can complain to the Fundraising Regulator at any stage.
Information about the kind of complaints the Fundraising Regulator can involve itself in can be found on their website at: https://www.fundraisingregulator.org.uk/make-a-complaint/complaints/
Variation of the Complaints Procedure
We may vary the procedure for good reason. For example a complaint may be escalated more quickly if deemed appropriate.
Monitoring and Learning from Complaints
Complaints are reviewed annually to identify any trends which may indicate a need to take further action. The Board of Trustees should receive a copy of this review for information.
