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Complaints and Appeals Policy

The Association for Citizenship Teaching (ACT) is committed to delivering a high quality service at all times. We pledge to follow fundraising best practice and to comply with the Code of Fundraising Practice guidelines in any fundraising activities.

Our range of support offers to members is broad, so to keep costs as low as possible, our small office team is supported by volunteers and consultants. Due to the ambition of our teaching and learning offers, we recognise that in spite of our best efforts, processes and training, it’s possible that we fail to meet the high standards we set for all our work.

We treat everyone with whom we work with respect, and our staff expect the same in return. We do not tolerate violence or verbal abuse.

How to make a complaint

Our complaints process has three stages.

Stage 1

You can phone or email your complaint to:

You can make your complaint in whatever form is most convenient to you. We need to know the exact nature of your complaint, so please provide as much information as possible about the service or fundraising issue. Please also give the name of the individuals or department involved, and why you felt the service we offered or behaviour you experienced did not meet your expectations.

NOTE: All Safeguarding Complaints or concerns should be flagged immediately without delay via email or phone, clearly demarcating in your correspondence they are related to safeguarding and stating the activity to which the concern or complaint pertains. For urgent issues please contact our mainline to be directed to the Chief Executive.

Stage 2

Whoever takes your complaint will acknowledge its receipt and either attempt to resolve the issue for you, or pass your complaint to the appropriate person for action. If your complaint cannot be resolved by the person(s) initially dealing with it, it will be directed to the Chief Executive.

Stage 3

It is our intention to respond to complaints within twenty-eight working days. If a full response cannot be given within twenty-eight working days (e.g. when a matter is very complex or where we have to consult a third party on the matter) you will be informed of the progress being made with your complaint. In all cases, we will treat your correspondence in strict confidence, with fairness and objectivity. Making a complaint will not affect in any way the level of service you receive from us.

We will ask you to acknowledge receipt of any official responses to your complaint.