Fundraising Complaints Policy
Our Commitment
At Recycling & Management Services (Collections) Ltd, we are committed to conducting fundraising activities in a transparent, ethical, and responsible way. We value feedback and take complaints seriously, using them to improve our practices and supporter experience.
What This Policy Covers
This policy applies to complaints about our fundraising activities, including:
- Donations and payment processes
- Fundraising campaigns and events
- Communications (email, phone, post, or social media)
- Third parties acting on our behalf
What Is a Complaint?
A complaint is any expression of dissatisfaction about our fundraising activities that requires a response.
How to Make a Complaint
You can contact us using any of the following methods:
- Email: admin@rmsc.uk
- Phone: +44 (0) 203 950 0761
How We Handle Complaints
- Acknowledgement
We will acknowledge your complaint within 3 working days. - Investigation
We will review your complaint carefully and may contact you for further information. - Response
We aim to provide a full response within 10–15 working days. If this is not possible, we will explain why and keep you updated. - Escalation
If you are not satisfied with our response, you can request a review by a senior member of our team.
External Guidance
While we are a limited company and not a registered charity, we aim to follow recognised good practice in fundraising.
If you remain dissatisfied, you may wish to seek guidance from:
- Fundraising Regulator
- Advertising Standards Authority
Confidentiality and Data Protection
We handle all complaints confidentially. Any personal data you provide will be processed in line with:
- UK GDPR
- Data Protection Act 2018
Learning and Improvement
We record and monitor complaints to identify trends and improve our fundraising practices.
Contact Us
If you have any questions about this policy, please contact us at:
admin@rmsc.uk
Policy Review
This policy is reviewed annually and updated where necessary.