SOS Clothes Limited Complaints Policy
Policy owner: Management – SOS Clothes Limited
Review frequency: Annually, or sooner if required by changes in legislation or regulatory guidance.
1. Purpose
SOS Clothes Limited is committed to maintaining high standards of professionalism, integrity, transparency and accountability in all aspects of its business, including the fundraising activities it undertakes on behalf of charitable organisations.
We recognise that members of the public have the right to raise concerns about our activities and that all complaints must be treated seriously, respectfully and fairly.
This Policy explains how individuals can raise a complaint about our services, fundraising activities, employees, fundraisers, representatives or the way we collect, use and handle personal data.
We are committed to ensuring that complaints are handled promptly, impartially and consistently, that appropriate action is taken where necessary, and that lessons are learned to improve our services and fundraising practices.
We aim to comply with the applicable requirements of the Code of Fundraising Practice, UK data protection legislation and other relevant legal and regulatory obligations.
2. Scope
This Policy applies to complaints received from any individual or organisation who has interacted with SOS Clothes Limited or whose interests may be affected by our activities, including:
A complaint is any expression of dissatisfaction, whether made verbally, in writing, by email, telephone or through another communication channel, concerning an action or failure to act by SOS Clothes Limited or anyone acting on our behalf.
Where it is unclear whether an individual is raising a complaint or simply expressing a concern, we will generally treat the matter as a complaint.
Complaints may relate to, but are not limited to:
Where a complaint relates to fundraising activities undertaken on behalf of a charity partner, we will liaise with the relevant organisation where appropriate and in accordance with our contractual and regulatory responsibilities.
3. How to make a complaint
Anyone wishing to raise a complaint can contact SOS Clothes Limited using the telephone, email or postal contact details provided in this Policy.
We aim to make our complaints process simple, accessible and straightforward.
To help us investigate a complaint effectively, individuals are encouraged to provide:
We understand that not everyone will be able to provide all the information requested. We will consider complaints based on the information available and may contact the individual if further details are required.
Where necessary, we may ask for additional information to verify an individual's identity, particularly where a complaint involves personal data or confidential information.
We will not make it unnecessarily difficult for someone to raise a complaint, and complaints will not be dismissed simply because they have not been submitted in writing or through a particular form.
4. How we handle complaints
SOS Clothes Limited is committed to handling complaints fairly, consistently, promptly and without discrimination.
All complaints received are recorded on our internal complaints management system and referred to the appropriate person for consideration and investigation.
4.1 Recording and acknowledgement
All complaints received by SOS Clothes Limited are recorded on our internal system.
We aim to acknowledge and respond to all complaints within 24 hours of receipt.
Our acknowledgement will normally include:
Where a complaint concerns the processing of personal data, we will also comply with the applicable statutory requirements for acknowledging and responding to data protection complaints.
4.2 Investigation
All complaints will be investigated fairly, thoroughly and proportionately, considering their nature, complexity and circumstances.
Wherever reasonably possible, complaints will be investigated by someone who is independent of the events or individuals involved in the complaint.
Where this is not possible, we will consider whether an alternative manager or independent third party should review the matter.
Our investigation may include:
We will listen to the complainant to understand the issues raised and, where appropriate, the outcome they are seeking.
We will ensure that individuals involved in a complaint are treated fairly and respectfully throughout the investigation.
4.3 Timescales
We aim to acknowledge and provide an initial response to complaints within 24 hours of receipt.
Where a complaint requires further investigation, we will explain this to the complainant and provide a reasonable indication of when they can expect a substantive response.
We aim to resolve complaints as quickly as reasonably possible and will avoid unnecessary delays.
If we are unable to meet the expected timescale, we will inform the complainant, explain the reason for the delay and provide an update on the progress of the investigation.
Complaints relating to personal data will be handled in accordance with the applicable legal requirements, including the requirement to acknowledge such complaints within 30 days and respond without undue delay.
4.4 Outcome and resolution
Following our investigation, we will provide a response that addresses the substantive issues raised.
Our response will normally explain:
Where we identify that something has gone wrong, we will take appropriate steps to put matters right.
Depending on the circumstances, this may include:
We will aim to explain any relevant lessons learned and improvements made because of a complaint.
5. Fundraising complaints and regulatory escalation
SOS Clothes Limited recognises its responsibilities as a professional fundraising organisation undertaking fundraising activities on behalf of charitable organisations.
We are committed to complying with the applicable standards set out in the Fundraising Regulator's Code of Fundraising Practice.
Where a complaint relates to fundraising activities undertaken on behalf of a charity partner, we will consider whether that organisation needs to be informed or involved in the investigation.
We will cooperate with relevant charity partners and regulatory bodies and provide appropriate information where required.
If an individual remains dissatisfied with the way their fundraising complaint has been handled, or the matter cannot be resolved appropriately, they may refer their concerns to the Fundraising Regulator.
Fundraising Regulator
Website: https://www.fundraisingregulator.org.uk
The Fundraising Regulator considers complaints about fundraising where these cannot be resolved by the organisations involved.
Where fundraising activities fall within the jurisdiction of the Scottish Fundraising Adjudication Panel, we will also provide appropriate information about that route.
6. Data protection complaints
SOS Clothes Limited is committed to protecting personal data and respecting the privacy rights of individuals.
Complaints concerning the collection, use, storage, disclosure, security, retention or other processing of personal data will be investigated in accordance with our data protection procedures and applicable UK data protection legislation.
We will take appropriate steps to investigate any concerns raised and assess whether our handling of personal information complies with our legal obligations.
Where a complaint relates to a personal data breach, we will investigate it in accordance with our internal incident management procedures and any applicable legal reporting obligations.
If an individual remains dissatisfied with our response to a data protection complaint, they may raise their concerns with the Information Commissioner's Office (ICO).
Information Commissioner's Office
Website: https://www.ico.org.uk
Nothing in this Policy prevents an individual from contacting the ICO directly or exercising their statutory data protection rights.
7. Safeguarding and serious concerns
SOS Clothes Limited recognises the importance of protecting individuals who may be in vulnerable circumstances and ensuring that fundraising activities are conducted respectfully and appropriately.
Any complaint or concern involving safeguarding, potential exploitation, inappropriate conduct, harassment, coercion or the treatment of individuals in vulnerable circumstances will be treated seriously.
Such matters will be escalated promptly to an appropriate member of management and handled in accordance with relevant safeguarding procedures and legal obligations.
Where necessary, we will liaise with the relevant charity partner or appropriate external authority.
Serious concerns will not be treated as routine customer service matters and will receive appropriate management attention.
8. Confidentiality and fair treatment
All complaints will be handled sensitively and confidentially.
Information relating to a complaint will only be shared with individuals or organisations where reasonably necessary to:
Personal information relating to complaints will be handled in accordance with our data protection policies and applicable legislation.
We will not treat anyone unfavourably because they have raised a genuine concern or exercised their legal rights.
We expect all individuals involved in the complaints process to be treated respectfully and will take reasonable steps to ensure complaints are handled professionally and impartially.
9. Complaint Records and Retention
SOS Clothes Limited maintains records of all complaints received, including details of the complaint, investigations undertaken, actions taken and outcomes.
Complaint records are retained securely in accordance with our data protection obligations and internal records retention procedures. We retain these records only for as long as reasonably necessary to fulfil our legal, regulatory and business requirements.
Where appropriate, records may be retained for up to six years following the closure of a complaint. Records may be retained for longer where necessary in connection with ongoing legal proceedings, regulatory investigations or other legitimate requirements.
When records are no longer required, they will be securely deleted or anonymised.
10. Monitoring, reporting and continuous improvement
SOS Clothes Limited recognises that complaints provide an important opportunity to identify problems, improve services and maintain public confidence in fundraising.
We will periodically review complaints received to identify:
Complaint trends and significant issues will be brought to the attention of senior management.
Where appropriate, lessons learned will be communicated to relevant employees, fundraisers and charity partners.
We will use complaint information to review our practices and make improvements where necessary.
11. Review of this Policy
This Policy will be reviewed at least annually and whenever necessary to reflect changes in legislation, the Code of Fundraising Practice, regulatory guidance or our business activities.
SOS Clothes Limited is committed to maintaining an effective complaints process and ensuring that employees and representatives understand their responsibilities when receiving or handling complaints.
This Policy will be made available to members of the public and relevant employees and representatives.
12. Contact us
If you have any questions about this Policy or wish to raise a complaint, please contact SOS Clothes Limited using the details below.
SOS Clothes Limited
Admirals Park
Victory Way
Dartford
DA2 6QD
Telephone: 01708 685073
Email: info@sosclothes.co.uk
We welcome feedback and are committed to dealing with all complaints fairly, professionally and as promptly as possible.
Company No. 06564687 Registered in England & Wales
