The Cambodia Trust is a member of the Fundraising Standards Board (FRSB), and is committed to the highest standards in fundraising practice. As such, we aim to adhere to the Fundraising Standards Board’s Fundraising Promise (www.frsb.org.uk) and the Codes of Fundraising Practice, as established by the Institute of Fundraising (www.institute-of-fundraising.org.uk)
CAMBODIA TRUST’S COMPLAINTS PROCEDURE
If you wish to make a complaint, you can be confident that your complaint will be taken seriously and handled thoroughly.
HOW TO MAKE A COMPLAINT
If you have a complaint about Cambodia Trust’s fundraising practices, please contact Mrs Pat Desborough, Head of Supporter Services, The Cambodia Trust, C4 Station Yard, Thame, Oxon OX9 3UH, U.K. Telephone: +44 1844 214844.
email pat@cambodiatrust.org.uk
WHAT WILL HAPPEN FOLLOWING THE RECEIPT OF A COMPLAINT
Whether you write, telephone or visit us with your complaint, we will acknowledge it in writing within three working days of receiving it.
HOW WILL WE DEAL WITH YOUR COMPLAINT
We want you to know that your complaint is being dealt with and to keep you informed of what is going on. You will therefore be sent an acknowledgement letter to let you know that we have received and recorded your complaint.
We will endeavour to resolve your complaint within 28 working days of the date that your complaint was received.
Should we not be able to resolve your complaint within the 28 working days you will be contacted to be advised of the reasons for the delay and a new completion date will be agreed. We will, however, do our best to resolve all complaints as quickly as possible.
If you are dissatisfied with our response at the end of that process, you can refer the matter to the FRSB, Hampton House, 20 Albert Embankment, SE1 7TJ for further investigation. Under FRSB guidelines, the time period for referring your complaint to them is two months.
WHAT IS THE FRSB FUNDRAISING PROMISE?
The FRSB Fundraising Promise is a promise made by members of the FRSB’s scheme to the public, committing to the highest standards of practice, and ensuring that all their activities are open and fair, honest and legal. In becoming members of the FRSB scheme Cambodia Trust agreed to adhere to the Fundraising Promise when raising funds.
OUR FUNDRAISING PROMISE
The Cambodia Trust is a member of the FRSB self-regulatory scheme. The FRSB works to ensure that organisations raising money from the public do so honestly and properly. As members of the scheme, we follow the FRSB’s Codes of Fundraising Practice and comply with the key principles of the Codes and in this Promise.
WE ARE COMMITTED TO HIGH STANDARDS
We do all we can to ensure that our fundraisers and volunteer fundraisers working with us to raise funds comply with the Codes and with this Promise. We comply with the law including those that apply to data protection, health and safety and the environment.
WE ARE HONEST AND OPEN
We tell the truth and do not exaggerate.
We do what we say we are going to do.
We answer all reasonable questions about our fundraising activities and costs. Please contact us, visit our website or see our Annual Report if you require further details.
WE ARE CLEAR
We are clear about who we are, what we do and how your donation is used.
WE ARE RESPECTFUL
We respect the rights, dignities and privacy of our supporters and beneficiaries. We will not put undue pressure on anyone to make a gift and if supporters do not want to give or wish to cease giving, we will respect that decision absolutely.
If you tell us that you don’t want us to contact you in a particular way we will not do so.
WE ARE FAIR AND REASONABLE
We take care not to use any images or words that cause unjustifiable distress or offence. We take care not to cause unreasonable nuisance or disruption.
WE ARE ACCOUNTABLE
If you are unhappy with anything we’ve done whilst fundraising, you can contact us to make a complaint. If we cannot resolve your complaint, we accept the authority of the Fundraising Standards Board to make a final adjudication.